We’ve released key improvements to help you analyse and act on customer feedback faster and more intuitively:
1. Workbench 🔧
Workbench is our new workspace for exploring and analysing feedback. It replaces Dashboards with:
A streamlined single-column layout
A powerful tree-style Themes view
All your favourite tools like Saved Views and Email Digests are still here — and Compare Mode is on the way.
2. Outliers 📈
All timeline widgets now include an Outliers feature. It highlights unusual changes across metrics like Score, NPS, and Sentiment, helping you quickly spot what’s shifting and why.
Shows up to 3 significant outliers at a time, with more available via pagination
Click any outlier to explore trends, filter views, or drill into themes
3. Suggested Actions 💡
Suggested Actions use AI to provide practical next steps based on customer feedback.
Tailored to your selected data slice (e.g. time period, segment, or theme)
Designed to turn insight into impact by helping you move from understanding to action
Look for them under your summary panel when using the At a Glance widget
More to come soon
That's it for now. We are currently providing AI Themes as a beta feature, so reach out if you'd like to try it. We're also working on some new focused reports for support centre CX and QA. If you're interested in giving feedback or learning more, please email me.