Changelog
See what's new with Whippy.
Monitor Agent Calls and Sentiment with New Reports
Track agent effectiveness, customer sentiment, and call completion rates—all in one place.
If you're managing a call center, sales team, or support staff, you know that visibility into agent performance is everything. That’s why Whippy just released two powerful new agent analytics reports that make it easier than ever to optimize your team and improve customer satisfaction.
These new reports are now available in the Agents tab of the Whippy dashboard and are live for all users.
What's New in Whippy?
1. Calls by Agent Report
This report helps you monitor call volume and effectiveness at the individual agent level. You’ll get:
- Total number of completed and incomplete calls
- Call duration metrics broken down by outcome
- Agent call completion rates
- Aggregated call volume tracking across your team
2. Sentiment of Calls by Agent Report
Understand how customers feel during and after conversations with your agents. This report includes:
- Call sentiment analysis per agent (positive, neutral, negative)
- Percentage breakdown of sentiment types by agent
- Total call count analyzed with sentiment scores
Together, these reports offer a 360° view of both performance and customer experience—crucial for any team scaling communication efforts using VoIP, AI, or cloud contact center tools.
What Can You Do With These Reports?
✅ Benchmark Agent Performance
Compare agents side by side. For example, if your Recruiting Agent has an 84.38% completion rate while your Marketing Agent is at 58.06%, you instantly know where improvements are needed.
🎯 Improve Customer Experience
Use sentiment insights to identify which agents are consistently creating positive customer experiences—and who may need coaching.
🛠️ Optimize Staffing & Workflows
These insights empower you to allocate your top-performing agents to high-value tasks, peak times, or difficult campaigns.
📊 Make Data-Driven Decisions
From training and QA to resource planning and hiring, this feature supports every decision with real-time call center analytics.
Why This Update Matters
Whippy is more than just a business texting and VoIP platform—it’s your communication intelligence hub. With these new reports, we’re giving you tools that turn raw data into business advantage.
You can now:
- Hold agents accountable with concrete metrics
- Discover hidden bottlenecks in your call flow
- Ensure consistent, high-quality customer interactions
- Take action quickly with easy-to-understand dashboards
How to Get Started
To access the new reports:
1. Log into your Whippy dashboard
2. Navigate to the Agents tab
3. Scroll down to find Calls by Agent and Sentiment of Calls by Agent tables
No configuration needed—just actionable insights from day one.
Final Thoughts
These new analytics features are part of our mission to help teams communicate smarter and serve better. Whether you’re leading a small sales team or managing a high-volume call center, Whippy gives you the data you need to lead with clarity.
UI Update: Smarter Layout for Call Flow Settings
We've made a small but impactful update to the Call Flow configuration experience.
What’s New
Settings for:
- Conference
- Recording
- Transcription
- Ring Timeout
…are now shown above the Call Processor selection, instead of after it.
Why This Matters
Improves visibility: These key toggles are now easier to find — no matter which type of Call Processor you’re using.
Reduces setup errors: By showing important options earlier, it’s less likely that you’ll miss a setting during configuration.
Streamlines workflow: A cleaner setup flow means less guesswork and fewer clicks.
📌 Heads-up: This is a UX-only change. There’s no change to backend behavior or how calls are processed.
Signed Forms Now Render Correctly in PDF Exports
We’ve resolved an issue where form signatures weren’t displaying properly in PDF exports. Previously, some downloaded forms would show a placeholder like [signature] instead of the actual signature. This has now been fully fixed.
Now, every exported PDF includes:
Visible signatures that match the on-screen or printed version
Improved formatting with cleaner vertical layout
Upgraded font rendering with enhanced Unicode support
Cleaner form responses with edge case fixes (e.g., hidden empty fields)
This means your downloadable forms—especially those used for contracts, consents, or verifications—retain their full visual and legal clarity.
Why It Matters
If your team depends on signed forms, this update ensures:
- Legal compliance with fully visible signatures
- Professional presentation of all exported documents
- Consistent formatting across viewing platforms (print, web, PDF)
- Confidence in digital workflows like onboarding, quoting, and approvals
Whether you're using Whippy’s form automation features to streamline signatures, contracts, or data collection, this upgrade guarantees that what your clients sign is what they see—and what you store.
Already Live—No Setup Needed
This update has been automatically applied to all PDF downloads from forms submitted via Whippy. You don’t need to take any action.
Want more visibility and trust in your digital processes?
Explore our automation tools that keep your workflows fast, trackable, and fully documented.
Relative Time Filtering in Filter Builder
Filter Builder just got smarter: you can now use natural phrases like “Now,” “1 hour ago,” or “2 hours from now” to create rolling, time‑sensitive views that keep themselves current.
What’s New
- Time Picker for Hour‑Level Filters: Pick exact hours or sliding windows without manual date math.
- Quick Relative Presets: One‑click options from 1 to 12 hours in the past or future.
- “Between” Operator: Capture jobs or shifts starting between two relative times (e.g., 1–2 hours from now).
Why It Matters
Relative filters eliminate hard‑coded timestamps, so saved views and automations always reflect the present moment—perfect for live dashboards, staffing alerts, and real‑time outreach.
Get Started
Open any list → Add Filter → Time → choose a preset or range → save. Your view will update itself hour after hour.
⚡ TL;DR: Whippy now supports Relative Time Filtering—use natural phrases and ranges to build future‑proof, real‑time workflows.