Release Notes: June 17, 2026

🟢 Available to all

Default Rubric Selection for QA Case Assignment

QA Case Assignment now lets you select a default rubric when creating or editing an assignment rule. Conversations assigned through that rule will open with the selected default rubric already applied, so evaluators can begin with the correct evaluation setup. This helps evaluators avoid having to manually switch rubrics and reduces the risk of incorrect evaluations.

How to use: Go to QA Case Assignment > create or edit an assignment rule, select the rubric from the new Rubric field, and save the rule. 

Any conversation assigned through this rule will automatically carry the selected rubric during evaluation.

Checklist Self Serve in Agent Assist

Checklist self-serve for Agent Assist

Admins and managers can now create and manage Agent Assist Checklists directly from the Level platform. This makes it easier to set up guidance for agents, update workflows as scripts or QA requirements change, and see which Checklists are active for different teams and channels.

How to use: 

• From the left nav bar, go to Settings → Setup Agent Assist →  create a new Checklist or duplicate an existing one. 

• Assign it to the right teams and channels

• Add sections and checklist items. Each Checklist can include up to 5 sections, with up to 5 items per section. 

• Use Generate with AI to automatically create prompts from the item title and description.

• Review the Checklist before activating it for your teams.

Scheduled Actions: Presentation decks now included in emails

In scheduled AI Worker emails, along with the existing email summary, you’ll receive an editable PPTX file that turns the AI Worker’s analysis into a presentation you can review, customize, and share.

No setup is required. Existing scheduled tasks will automatically include the Presentation attachment the next time they run.

How to use:

Open the scheduled task email you received in your inbox → open the PPTX attachment and edit it, if required, in PowerPoint or Google Slides before sharing.

Fully self-serve Zoom integration

You can now set up the Zoom integration directly from the Level platform; giving Admins and Superadmins more control over the setup process, including which Zoom data to bring in, which conversations to include, and when the integration is ready to go live.

How to use:

• Go to Settings →  Integrations → select Zoom, and click Connect to Level AI. 

• Enter your API Key, API Secret, and Account ID, then choose whether to import Zoom Meetings, Zoom Phone, or both. 

• You can apply filters for Zoom groups, meeting topics, phone call queues, or specific participants, and optionally exclude calls with external participants. 

• Run a sample import to check the data on the Conversations page, then return to enable the live pipeline. You can also pause, resume, or disconnect the integration from the hub.

Fully self-serve Dialpad integration

You can now set up the Dialpad integration directly from the Level platform;  giving Admins and Superadmins more control over the setup process, including choosing how call data should be imported, and reviewing sample data before enabling the live pipeline.

How to use:

• Go to Settings →  Integrations → select Dialpad, and click Connect to Level AI. 

• Enter your Dialpad Access Token, then configure your call ingestion settings, including timezone, transcript source, disposition enrichment, and language translation options. 

• You can choose to use Dialpad’s native transcripts or process recordings through Level AI’s transcription engine. 

• Run a sample import to check the data on the Conversations page, then return to enable the live pipeline. You can also pause, resume, or disconnect the integration from the hub.

Org-level redaction and ACW support for Screen Recording

Screen Recording can now be set up differently at an org level, channel level, & integration level. This helps teams apply the right recording rules, instead of using the same setup everywhere.
You can configure the following:

• Redaction URLs & Entities

• After Call Work (ACW)

• Pre-case Work (only available in Activity-based workflow)

• Case Expiry Duration (only available in Trigger-based workflow)

Please contact your Technical Account Manager for assistance on this.

🟨 Early Access

Rolling out to select accounts.

Saved Views on the Evaluations page

You can now save the combinations of filters and columns that you frequently use on the Evaluations page as a "saved view". This helps you quickly retrieve the desired evaluations instead of recreating the same filter setup each time.

How to use:

Go to the Evaluations page → apply your filters → choose the columns you want to see → Save the setup with a suitable name.

Saved views are private to you and stay available across sessions. You can create, edit, or delete them anytime from the Evaluations page.

Export evaluation data from the Evaluations page

You can now download evaluation data directly from the Evaluations page as a CSV file for offline analysis. The export includes the rows currently shown in your table, so you can apply filters or a saved view first and then download only the data you need.

How to use:

Go to the Evaluations page →  apply filters or select a saved view → click the Export button above the table. 

The CSV includes evaluation details available on this page, such as assignment date and due date. You can export the data you already have access to, with no extra permissions needed.

Duplicate rubrics between Manual QA and Instascore

You can now copy a rubric between Manual QA and InstaScore. This is useful when you want to use a similar evaluation form in both workflows, while keeping the same sections, questions, scoring logic, and conditional settings.

How to use:

Open a Manual QA or InstaScore rubric →  click the three dots and select Duplicate to Manual QA Rubric or Duplicate to InstaScore Rubric. 

The copied rubric opens as a Draft with the original rubric name pre-filled, so you can rename it, make any changes, and publish it when ready.

Multi-Perspective QA — Multiple Evaluations per Conversation

Teams can now complete multiple manual evaluations on the same conversation using different rubrics. For example, Sales, Quality, and Compliance teams can each review the same conversation with their own rubric, while each evaluation keeps its own score, status, and audit log.

This is available for manual rubrics only. All evaluations and scores can be viewed from the conversation details page and Analytics dashboards. 

Refer to this support article for details.

🌐 Bug Fixes

We identified rough edges and smoothed them out to make your Level experience better! 💡