What’s new in Operator: Q4 2025

We’re excited to share our latest improvements to Operator. Our team has been working hard to make consistent and steady enhancements across the board, all with one goal in mind: to help you improve your operations. For more details on how these new features can benefit your team, or to begin implementing them, please contact your account manager.

Integration & Automations

• Execute Portals: New compliance fields have been added to improve compliance during calls.
• Agent Assisted Payments and Click2pay: Portals can now send email receipts directly to customers.
• Synapse: Now analyzes your business hours and agent responses, expanding available conditions when automating transactional actions. 
• Delivery Service: Recent updates enable Pretty Good Privacy (PGP) outbound encryption.

Omnichannel Communications

• Agent Status: Agents can now go into pause status from the manual dial screen to prevent incoming calls.
• Data Interactive Voice Response (IVR): A new channel type in Flows allows for improved data collection and integration, simplifying the process of building templates.

Compliance & Data Management

• Natural Language Compliance (NLC) Metadata Manager: Agents can now be required to enter and validate information, like an account number, before placing a call. This data is used by NLC to ensure accurate compliance checks.

Intelligence, Reporting & Analytics

• Barge-in Reporting: Track supervisor coaching sessions, including barge-in, monitoring and whisper coaching, with new reports: Agent Monitoring by Manager Summary and Agent Monitoring by Manager Timeline.

Workforce Engagement

• Conversion Flags: You can now click flags and filters to highlight matching terms in conversations.
• Number Redaction: Redaction rules are improved to include keyword matches near numbers.
• Scheduler: New features have been added for tour shifts.
• Scorecards: Workforce Optimization scorecards are improved to better organize categories, skills and questions for more meaningful evaluations.
• Conversation Filters: New filters are based on customer metadata from agent input, disposition data, data dip and integrations.

Integrated Infrastructure

• Learning Center: Folders have been expanded to improve file organization and searchability.
• Redaction Entities: More international personal information entities have been added to the redaction rules.