Release notes for Control Tower, the management view for team leads: demand, coverage, case flows and adoption. Newest first.

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• Q3 2026 — July to September

Q3 2026

KPIs, adoption, filtering and search

10 August 2026 · Improved

A redesigned management view for team leads: adoption, quality and volume in one place.

More info in our Control Tower training manual.

• Copilot KPI overview screen.
• Conversation categories by search type divided by percentages.
• Adoption graph, including agents who have gone inactive in the selected period.
• General insights with intent categorisation.
• Feedback comments alongside average scoring.
• Cases and conversations open in their own windows with unique identified URL.
• Custom date filtering.
• Case flows: new filter by intents.
• Downloadable CSV in all screens: KPIs, conversations and case flows.