New at Cresta

A/B testing allows you to evaluate different versions of AI Agent/subAgent prompts, function tools, knowledge bases, and other settings using real user traffic. Use it to understand end-user preferences that offline testing alone can't reveal.

Configure scorecard publishing controls for Conversation Templates by enabling Require publish. When enabled, submitted scorecards remain hidden from agents and are excluded from Performance Insights and performance calculations until they are published by a user with an authorized role.

Added a new Scorecard editors setting under Performance Config > Performance templates. This setting lets you specify which users, teams, or groups can edit a scorecard after it has been submitted.

Admins and managers can now configure a new AI Agent feedback added notification under Notification Management > Manager notifications/Admin notifications > Conversations. This notification alerts tagged users and everyone participating in the feedback thread whenever AI Agent feedback is added to a conversation. Selecting the notification opens the AI Feedback page directly to the relevant feedback thread instead of the conversation transcript.

Admins and managers can now review the answers agents would have seen for knowledge hints they didn’t open. In Closed Conversations, look for assistance marked Ignored. Expand the section to view the hint details and the answer that would have been displayed if the agent had opened it.

Generate summaries for multiple instances within a single conversation, capturing distinct cases or subjects discussed during one call. This feature automatically identifies and summarizes each separate case — such as individual patients on a provider call or multiple member inquiries — as its own instance. Each instance includes the same summary topics, such as name, reason for call, and resolution. Example: Member 1 (name, reason for call, resolution), Member 2 (...), and Member 3 (...).

Real-time Trends is now available in Cresta Insights. The Trending Now tab surfaces emerging topics from live customer conversations, helping teams identify fast-moving issues and changes in customer behavior sooner.

Performance Insights > All scorecard now supports Cresta-modeled outcome metadata filters. You can now use Cresta-modeled outcomes alongside existing metadata to filter results and refine your Performance Insights analysis.