New in EmberQA - 5/5/26

🎓 Training Programs

Training is now a much bigger part of EmberQA.

You can now build complete training programs, assign them to agents, and track completion directly inside EmberQA. Instead of training living across docs, spreadsheets, call recordings, and one-off manager conversations, you can now organize the full training path in one place.

• Create structured training programs for new hires, struggling agents, or ongoing team development

• Add lessons, call reviews, quizzes, and simulations

• Assign training to specific agents

• Track completion so managers can see who has finished what

• Use training to reinforce the same QA standards agents are being scored against

This means EmberQA can now help with the full performance loop: score calls, find gaps, coach from real examples, assign training, and track improvement over time.

For new hires, this gives them a clearer path to ramp. For existing agents, it gives managers a better way to reinforce specific skills when QA results show a pattern.

This was a huge feature for us, and we’re excited to finally get it into your hands.

🤖 AI Roleplay Simulations

Agents can now practice real call scenarios with AI simulations.

This is one of the biggest pieces of the training release. Instead of only reviewing past calls, agents can practice future ones. Managers can create realistic scenarios, assign them as part of training, and give agents a safe place to improve before they take live calls.

• Practice realistic customer conversations

• Complete simulation attempts directly inside EmberQA

• Receive scored feedback based on performance

• Reinforce the same expectations used in QA scoring

• Help agents build confidence before taking live calls

This is especially helpful for things like difficult callers, missed discovery questions, compliance language, empathy, tone, objections, call control, and new hire ramping.

The goal is simple: agents should not only be told what they need to improve. They should have a place to practice improving it.

QA shows what happened. Coaching explains what needs to change. Simulations give agents a place to practice that change before the next real call.

⚙️ Post-Call Workflows

You can now automate workflows to be triggered after calls are scored.

This helps teams turn call outcomes into follow-up workflows without manually reviewing every call first.

• Configure actions that run after scoring

• Use call outcomes, tags, or scores to trigger next steps

• Connect QA results to follow-up processes

Your calls already contain the signal. Workflows help you act on it faster.

✅ Call Review Status

We added better ways to manage which calls need human review.

You can now flag calls, filter by review status, and keep better track of which calls still need attention.

• Mark calls for review

• Filter by review status

• Track what has and has not been reviewed

• Keep manager review workflows more organized

A small change that makes day-to-day QA much easier to manage.

📦 Better Bulk Upload Metadata

Bulk uploads now support call direction and metadata during upload.

• Set call direction during batch upload

• Add metadata from the start

• Keep calls categorized correctly

• Reduce cleanup after upload

Cleaner data in. Cleaner reporting out.

📡 Progress Monitoring

You can now create targeted monitoring plans for agents inside EmberQA.

Monitoring lets teams choose the rubric metrics or overall score goals they want to track, set pass thresholds, and see whether each agent is staying on pace over a defined time window.

• Create monitoring plans for specific agents

• Track individual rubric metrics or overall score goals

• Set pass thresholds for each goal

• See progress over time

This gives managers a clearer way to track whether coaching is turning into consistent improvement over time.

📋 Deeper Rubric Configuration

Rubrics can now include more configuration options.

• Add opening lines

• Add coaching guidance

• Configure workflow settings

• Give teams more control over how calls are evaluated and acted on

Rubrics now support more of the context around evaluation, coaching, and follow-up.

📈 Analytics & Coaching Polish

We made a number of improvements across analytics and coaching views.

• Better date ranges

• Improved miss-rate thresholds

• Cleaner exports

• More useful filters

• More focused performance views

The goal is to make it easier to find the patterns that actually matter.

And that’s it for this round!

This release is a big step toward making EmberQA not just a place where calls are scored, but a place where teams actually improve.

Score every call. Find the gaps. Coach from real examples. Train the skill. Practice the scenario. Track the improvement.

As always… more coming soon :)

If there’s something you wish EmberQA did better, shoot us an email!

A lot of what we ship comes directly from customer conversations.

-- RT