{"id":27099,"date":"2026-07-28T10:02:46","date_gmt":"2026-07-28T10:02:46","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=27099"},"modified":"2026-07-28T12:14:22","modified_gmt":"2026-07-28T12:14:22","slug":"xtract-2026-new-capabilities","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/xtract-2026-new-capabilities\/","title":{"rendered":"Xtract in 2026: 4 New Capabilities for QA Teams"},"content":{"rendered":"

Most QA managers say the same thing about AI call analytics tools. They work, but you cannot see\u00a0inside them. You cannot tweak a scoring rule without raising a ticket. You cannot tell if a transcript in Hindi got scored as accurately as one in English.<\/span>\u00a0<\/span><\/p>\n

Over the past five months, we have shipped a run of updates to Xtract<\/a>–\u00a0our AI\u00a0call analytics engine.\u00a0<\/span>\u00a0<\/span><\/p>\n

We move its configuration out of\u00a0engineering\u00a0hands and into yours. Sentiment scoring got a compliance layer.\u00a0And admins got a real-time view of what Xtract is actually doing across your account.<\/span>\u00a0<\/span><\/p>\n

Here are four capabilities from that run,\u00a0and what\u00a0each one changes for a QA team on the ground.<\/span>\u00a0<\/span><\/p>\n

Self-Serve Configuration<\/span><\/b><\/h2>\n

Xtract’s configuration used to sit behind engineering. Every change to a scoring prompt or response rule meant a request, a queue, and a wait.<\/span>\u00a0<\/span><\/p>\n

That changed in three steps.\u00a0We shipped a full configuration console for Xtract,\u00a0enabling you to\u00a0customize prompts and responses directly.\u00a0This console\u00a0now makes\u00a0managing extraction settings from one place\u00a0easy for everyone.\u00a0Later, we also removed the backend dependency entirely with the\u00a0DIY Custom Configurations for Xtract.<\/span>\u00a0<\/span><\/p>\n

A QA manager can now change what Xtract flags and how it scores a call. This can\u00a0happen\u00a0the same day a coaching gap shows up. No engineering ticket, no wait.<\/span>\u00a0<\/span><\/p>\n

Read More- What is Post Call Analytics<\/a><\/p>\n

Multilingual Call Transcripts<\/span><\/b>\u00a0<\/span><\/h2>\n

A contact center\u00a0running calls in Hindi, Hinglish, or a regional language has always faced the same problem. Analytics tools built for English miss the nuance in everything else.<\/span>\u00a0<\/span><\/p>\n

In March 2026, we added\u00a0“transcript translation and export”\u00a0directly inside Xtract.\u00a0A supervisor can open any transcript and convert it to English with one click. It can also be exported for review or audit. This works regardless of the call’s original language.<\/span>\u00a0<\/span><\/p>\n

For a QA team scoring calls across a mixed-language floor, this\u00a0closes\u00a0a real gap. A call in Tamil gets the same review depth as a call in English, without a separate translation step.<\/span>\u00a0<\/span><\/p>\n

Sentiment and Quality Scoring Work Together<\/span><\/b><\/h2>\n

Knowing a customer sounded frustrated is only half the picture. A QA team also needs to know if the agent followed the required script and disclosures.<\/span>\u00a0<\/span><\/p>\n

In May 2026, we added a Sentiment Card to Xtract. It gives a visual summary of customer sentiment for every interaction. In June, the detail page went further, adding a Quality Checklist alongside an expanded sentiment view. A supervisor opening a flagged call now sees customer mood and compliance adherence side by side. Both sit on the same screen.<\/span>\u00a0<\/span><\/p>\n

This is the shift from a single sentiment score to a fuller picture. A call can look calm and still fail a compliance check. It can also sound tense and still meet every required step. Xtract now surfaces both.<\/span>\u00a0<\/span><\/p>\n

How Admins Track Call Usage<\/span><\/b><\/h2>\n

For an admin managing Xtract across a growing team, usage visibility matters as much as the analytics themselves.<\/span>\u00a0<\/span><\/p>\n

In June 2026, we added a PCA usage dashboard for admins. It shows consumption and activity\u00a0at a glance, without digging through separate reports.<\/span>\u00a0<\/span><\/p>\n

An admin can now check how much of Xtract’s capacity the team is using. It shows up in the same dashboard they already check daily. No separate report to pull, no support ticket to raise.<\/span>\u00a0<\/span><\/p>\n

Where This Leaves QA Teams Today<\/span><\/b><\/h2>\n

Four updates point in one direction. Xtract is moving control back to the people who use it daily.<\/span>\u00a0<\/span><\/p>\n

Configuration is self-serve. Transcripts work across languages. Sentiment and compliance sit together on one screen. Usage is visible without a support ticket.<\/span>\u00a0<\/span><\/p>\n

None of this replaces a QA manager’s judgement. It removes the friction between noticing a problem and being able to act on it.<\/span>\u00a0<\/span><\/p>\n

See these capabilities on your own call data.<\/span><\/b>\u00a0Book a demo of Xtract and bring a sample of your team’s recent calls to the walkthrough.<\/span>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Most QA managers say the same thing about AI call analytics tools. They work, but you cannot see\u00a0inside them. You cannot tweak a scoring rule without raising a ticket. You cannot tell if a transcript in Hindi got scored as accurately as one in English.\u00a0 Over the past five months, we have shipped a run […]<\/p>\n","protected":false},"author":42,"featured_media":27107,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[113,332],"tags":[],"class_list":{"0":"post-27099","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-artificial-intelligence","8":"category-whats-new"},"_links":{"self":[{"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/posts\/27099","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/users\/42"}],"replies":[{"embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/comments?post=27099"}],"version-history":[{"count":5,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/posts\/27099\/revisions"}],"predecessor-version":[{"id":27114,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/posts\/27099\/revisions\/27114"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/media\/27107"}],"wp:attachment":[{"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/media?parent=27099"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/categories?post=27099"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/tags?post=27099"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}