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 what happens after a call is scored.

Set rules based on scores, tags, or call outcomes and let EmberQA take the next step automatically. For example: extract the caller's policy number from the call and automatically update your CRM to include this new policy number.

• Trigger actions automatically after scoring

• Use scores, tags, or call outcomes as triggers

• Connect QA results directly to follow-up processes

• Stop manually digging through calls to find the ones that matter

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

• Add coaching guidance directly inside the rubric so agents and managers see what "good" looks like in context

• Configure post-call workflow settings at the rubric level

• More control over how calls are evaluated, coached, and acted on

• Define opening lines to better differentiate between Agent and Caller

The rubric isn't just a scoring sheet. It's where your standards, coaching guidance, and follow-up logic live together.

📆 Coaching History

We added better visibility into coaching activity so managers can see not just where agents are struggling, but what follow-up has already happened.

Coaching logs now connect coaching actions back to agents, calls, documents, and dashboard insights, making it easier to track progress over time and avoid losing context between sessions.

• Coaching history tied to specific agents

• Timeline views for coaching activity

• Links from calls, documents, and coaching opportunities into the related coaching record

• Better filters for finding the right agents and missed metrics

• More focused performance views for deciding what to coach next

The goal is to make coaching feel less scattered: find the issue, review the evidence, record the follow-up, and keep the history in one place.

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