3 years ago10/29/2022

Release Date: 11/08/22:

CX Manager

• Fixed an issue where the counts at the top of each section on My Work were periodically not accurate

Knowledge

• Fixed a bug where Users were taken to the view state of a Draft after they created a new Article instead of the edit state
• Fixed a bug where Users were not taken to the latest Draft when editing a Published Article
• Fixed an issue where Knowledge Articles would sometimes get stuck loading after initial creation

Integrations & APIs

• Updated our APIs to prevent users from setting the Status of Location to 0 or an empty string which caused problems with the records created

3 years ago10/26/2022

We're excited to introduce the NICE CXone Connector, a new tool that allows businesses to integrate their NICE CXone with the OvationCXM customer experience platform. The Connector is part of our growing ecosystem of integrations, which are designed to help businesses create a seamless customer experience across all channels.

The NICE CXone Connector provides a number of benefits, including the ability to:

• Make and receive cases directly from the NICE CXone phone calls interface.
• Route calls to the right agent based on customer information.
• View caller information in the CXME interface.
• Navigate to the current phone call by clicking on the Phone icon in CXME.
• Autoclose the abandoned phone call cases.
• Get the phone call metrics and reporting within CXME.

3 years ago10/13/2022

Release Date: 10/25/22:

CX Manager

• Fixed a bug where uploading two files in a row on a Case without any existing files sometimes caused the Files tab to disappear
• Updated the Case Management flow to default the value for the Select Survey field when an Organization only has one Customer Acceptance Form configured

Knowledge

• Fixed a bug where some organizations were not seeing Articles in their primary Library list
• Fixed a bug where Users were taken to the view state of a Draft instead of the edit state after they created a new Article

Virtual Assistants

• Added a text wrapping feature on Message Nodes, which makes it easier to read the whole text when building Flows
• Increased the max width of the Message node so that it can better scale with the canvas size
• Added new pretrained Types under the Entity section. Now users can create Entities with these additional Types: Locations, Business Name, Person Name, Money, Date, Time and Quantity to increase the quality of our NLP models
• Made the global triggering phrases visible for default system intents like "anger", "confused", etc.
• Added notes field to all Node components, giving users the option to add and track their notes for each component
• Added instructions under Triggering Phrases. The instructions provide directions on the least amount of phrases variations needed for model training to achieve better results
• Fixed a bug where User Response Nodes were expanding past the Message Node region on the canvas UI
• Fixed a bug in the If branch node where the text field to match the previous user input was missing
• Fixed an issue where sort option under the column headers was not working for the Intents and Entities section

Reporting & Dashboards

General

• We reduced the time it takes to load Report previews and export Report data to Excel

Cases Reports

• Added Escalation Notes as an available Column and Filter on Cases Reports
• Added a new column to the Case Table View to now show the Customer Location ID associated with a Case. We also added the Customer Location ID as a field available when you use the Export to Excel functionality from a Cases View.
• Fixed an issue that was preventing the Category field from working as a Filter on Cases Reports
• Fixed an issue where filtering by a picklist value that is the default value for a field does not include results using the default value'
• Updated the Column & Filter for the Waiting Status field, which shows if the Case is in a Ready or Waiting status

Knowledge Reports

• Dynamic Knowledge Report
  • Added the ability to report on Label Names in addition to Label IDs
  • Renamed the field 'Comment Cnt' to '# of Comments'
  • Renamed the field 'Note Cnt' to '# of Notes'
• KBs Created Report
  • Removed the KB ID and KB Root ID fields
  • Updated the following field names
    • 'KB Title' > 'Article Title'
    • 'KB Root Title' to 'Library Name'
  • Added an additional column to detail what was changed for each row
• KB Activity Report
  • Removed the KB ID and KB Root ID fields
  • Updated the following field names:
    • 'KB Title' > 'Article Title'
    • 'KB Short Name' > 'Article URL'
    • KB Root Title > Library Name
    • KB Views > Article Views
    • KB Views Per-Org > Article Views Per-Org

Form Reports

• Fixed a bug where the values on exported Form Reports did not always align with the proper header

3 years ago10/7/2022

Release Date: 10/11/22:

Updates

We updated the Sort Order of Cases on My Work based on your feedback to make it easier to find the best Cases to work on next.

Previously Cases were sorted by Created Date with the newest at the top. This caused the lists to get stale quickly and also made it harder to find the Cases that haven't been touched in the longest period of time (i.e. need the most attention). Here is the new sort order:

• Active Chats - Sorted by Last Updated Date, Oldest First
• Next Unassigned - Sorted by Last Updated Date, Oldest First
• Ready to Solve - Sorted by Last Updated Date, Oldest First
• Waiting for Updates - Sorted by Last Updated Date, Oldest First
• Solved Today - Sorted by Last Updated Date, Most Recently Updated First
• Open Cases I'm Following - Sorted by Last Updated Date, Most Recently Updated First

Bug Fixes

• We fixed an issue where the Mentions tab was accidentally showing on My Work and Cases screens for users. This is a feature that we will release in the near future.
• We fixed an issue where the Case Unique ID was being incorrectly truncated in Dashboards

3 years ago9/29/2022

Release Date: 10/06/22:

CX Manager

Communications

• Fixed a bug where circumflex accents were sometimes showing in the email threads in the Communication Panel of Cases and in outbound emails.

Cases

• Updated the Cases Views picklist to allow for more than 25 Case Views
• We added file preview to uploaded files on the Platform. This will allow users to be able to preview the contents of a file before downloading the file to their computer (note: this is only available on the new Case screens that are currently in beta)
• We added the ability to filter the Events that show in Panel 2 of a Case by the type of Event (Note: this is only available on the new Case screens that are currently in beta). You can apply one or more filter(s) to narrow the Events of a Case to just the events you're interested in seeing. For example, you can filter to only see Notes that were added and when the Owner of the Case changed. This will allow users the ability to reduce the noise of the Case Events and focus on the events they care about.
• The Display Only Resolved Date/Time field that shows the date and time that a Case was resolved is now part of the default Case layout in the Resolution block

My Work

• We improved the load time of the My Work screen so it now loads faster
• We fixed a bug that periodically caused the Insights counts to be incorrect on My Work

Automations

• We fixed an issue that prevented some users from creating new or editing existing Automations

Knowledge

• We fixed an issue where users using SSO for the external Knowledge Library were sometimes incorrectly routed to the wrong external Knowledge URL when multiple Libraries existed

Integrations & APIs

• We fixed an issue in API v3 where Contacts would be improperly matched on partial first name or last name matches rather than the requirement of a full name to match

Virtual Assistants

• You can now click on the main section in the left navigation bar to bring you back to that list
• We added an “Expected Performance" section to the Review Deployment page to offer more insights into Bot Performance before deploying a Draft Virtual Assistant to Production
• We have added three additional settings for users to better configure their global fallback and article search flows. Now users can set the maximum number of articles that should be returned on search. Users can also tweak their global fallback flow triggers by customizing the fallback thresholds and matching values, giving them the ability to customize the fallbacks from bot conversations according to their specific use-case.
• We updated our Flow criteria so if an Entity exists as a Message Response, only Any Response and No Response responses should be permitted

Reporting & Dashboards

Columns & Filters

• Added a new column option for Notes on the Cases Report. This will allow you to add a list of all Notes added to each Case along with who added the Note and when. You will also be able to filter Case Reports by Notes.
• Added two new column options for File Names and File Details on the Cases Report. File Names will allow you to add a list of the names of all Files added to each Case. File Details will have additional information including who added the file and when along with a URL to access that file. You will also be able to filter Case Reports by Files.
• We added the ability for users to Filter Case Reports by Tags
• We added Product ID as an available column on the Products Report
• We fixed an issue where adding a Filter for Category on the Cases Report would not display the proper picklist of Category options
• We fixed an issue where Cases Reports using the "Escalation Reason" column displayed the Escalation Reason ID instead of the text label
• We fixed an issue with the Cases Report where the filter for 'Escalated' Cases did not properly filter the results
• We fixed an issue where Filters would display the field's value ID rather than the text label in the Filters list
• We fixed an issue where the start date and end date were not properly functioning for the Standard Forms Report
• Note there are a few fields under Report Filters that still function but don't show up under Filters options now. These are: Case Type, Source, Resolution, Category, and Customer Segment. These will be added back in the next release.

Styling & Usability

• We updated the styling of the Report Name and Records Count at the top of a Report
• We added a scroll bar on the Filters tab so you can now access all Filters on a Report that has enough filters to push the list past the bottom of the screen
• We added a scroll bar on the Folders section of the Reports homepage so can now add more folders and scroll to see them all

Deprecated Data

• We removed a number of field options from the Cases Report that are deprecated fields such as Cases Source Data (different than Source) and HP Checkout fields
• We removed one of the duplicate Priority fields from Columns and Filters on the Cases Report that showed a numeric value rather than the Priority string value (e.g. Low, Medium, High)
• We removed one of the duplicate Waiting Reason columns from the Cases Report that displayed the Reason ID rather than the text string

3 years ago9/21/2022

Hello, OvationCXM world!

We are happy to announce our Analytics Platform for Virtual Assistants. Now it is easier to understand and evaluate your Virtual Assistant's users, usage, and performance with our interactive dashboard that comes with a whole lot of valuable visual insights.

Aim:

To help you better understand how your Virtual Assistants are performing, whether the conversation flows are working as intended and which ones need improvement.

Analytics available now:

Usage Analytics:

• Added the Charts on Assistant Hit Rates and Resolution Statuses to provide insights on how the assistant is handling the conversations.
  • The charts will show the proportion of the reasons responsible for hits and misses on the assistant.
  • It will also drill down to present the resolution status of the issues handled by the assistant.
• Added the Idle Misses and Response Misses tables to drill down on exact user messages, assistant responses, and associated flow to understand where Idle misses or response misses are happening.

User Analytics:

• Added the Number of Users graphs to show the number of existing and new users who accessed your assistant.
• Added the Returning Users graphs to show how much percentage of previous users returned on that day to your assistant.
• Added the Retention Matrix to better understand the user behavior and present the pattern of how many prior users are returning for the following 12 days.

Conversation Analytics:

• Added the Intents by the number of Utterances charts to present the intents that the user's messages matched most frequently.
• Added the Intents by the number of Conversations charts to show the intents that were involved in the most conversations.
• Added the Top Intents by High Confidence charts to provide insight into how confident your top-performing intents are at matching utterances. See which intents are the most confident.
• Added the Top Intents by Low Confidence charts to provide insight into the intents with the lowest confidence scores.

Training Analytics:

• Added the Stats Summary to provide the composition of keywords added and associated with each knowledge base, intent, entities, Q&As, and triggering phrases for training.
• Added the Performance Summary to better evaluate and understand the performance of intents during Model Training.
  • The graphs and charts will provide insights on Accuracy, Precision, Recall, and F1 score for intent during the training, helping you understand which intents need improvement to better train the assistant.
  • The Insights will also drill down on true positives, true negatives, false positives, and false negatives to provide insights on what exactly needs improvement and how to improve those intents.
• Added the Training History graphs to present the performance history of each training of the assistant to help monitor the assistant's improvement/degradation over the course of different deployment iterations.
• Added the Confusion Matrix to report on the number of confusions occurring between every two intents. The higher the confusion number, the more likely they are overlapping; hence recommended to either modify or delete one of the confused intents.
• Added the Confusion Report on exactly which phrases in predicted intents are causing the overlap with actual intent to provide insights on which phrases for these intents need to be changed.

Rollout Plan:

We will be adding the Virtual Assistants Analytics Dashboard for partners with Virtual Assistants and Dashboards Access. Please email product@ovationcxm.com if you would like access to the Virtual Assistants Analytics Dashboard.