3 years ago 11/29/2022

Updates & Bug Fixes

Release Date: 12/06/22:

CX Manager

• Fixed a bug where the Clone Case option on the Case Cards was not cloning the Case
• Fixed a bug where the Default Display value on Custom Case Views were not being respected and was always defaulting to the Card display
• Fixed an issue on the new Case screen where selecting the a Category in the Category picklist after you've already selected Case Tags in the Case Tag fields caused the Case Tags field to get cleared.
• Fixed an issue on the new Case screen where hitting Enter or Return on certain fields when editing a Case caused the page to refresh
• Fixed an issue where certain fields on the Customer Contact layout didn't show when you clicked a Customer Contact card in Panel 1 of a Case
• Fixed an issue where sometimes the Articles Used field would not save article tags that were attached from Panel 4 of the Case
• Fixed an issue with the new Case screen where a user wasn't brought back to the Case List screen once they deleted a Case from the Action menu in Panel 2
• Fixed an issue with the new Case screen where the Owner User filter on the Case List was not searchable
• Fixed an issues in the new Case screen where users were unable to sort by a column when the Case List was in Table View
• Fixed an issue where quickly navigating between Cases sometimes displayed data from the previous case
• Fixed an issue where sometimes a user could not remove a tag from a Case Details field if they had already clicked on that tag
• Updated the Group By functionality on Case Views so teams can now group by Journey Stage
• Updated our Case functionality on the new Case screen so when a user clicks Complete Stage or Previous Stage on the Journey tab of a Case, they are kept on the Journey tab and not rerouted to the Events tab of Panel 2 of the Case
• Updated the My Teams Unassigned Cases default Case View in the new Case list to no longer be grouped by Owner Team
• Fixed an issue on the new Cases screens where customer surveys were not being automatically sent on Case resolution

Knowledge

• Fixed an issue where organizations that used a custom domain on their knowledge base could no longer access their articles through Panel 4 of the Case Management screen
• Fixed a bug where downloading an article you are editing did not contain the entire article in the PDF if the Article contained images.

Virtual Assistants

We improved visibility into bot issues by adding training errors and Bot Builder errors in Test Chat simulator. This will allow builders to more quickly diagnose and resolve issues in real time while they design and build their Virtual Assistants.

Alan Finlay

3 years ago 11/18/2022

Updated and Improved Cases Screens

We are excited to announce the release of an updated and improved Cases screen which is focused around improving performance, stability, and efficiency for agents handling Cases. These updates include the Cases List screen and the four panel Case View.

The updates to the Cases screens include:

• Faster load times and increased performance within Panels 1, 2, and 4

• New + buttons for objects in Panel 1 to allow users to quickly add new Locations, Contacts, Products, and Cases within the Case View

• Updating the "Search" tab in Panel 4 to "Knowledge" and the addition of a Knowledge search to the top of Suggestions tab

• Improved File Upload functionality on the Case via Actions > Add File

• Various styling updates

New Functionality

The new Cases screen also has new functionality enabled which includes -

• Case Events Filter - 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.

• Minimize Insights Panel - The ability to minimize the Insights Panel on the Case List Screen

• Merge Cases - Access to the Merge Case functionality from the Case List screen

• File Preview - We added file preview to 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.

• Tag Field Dependencies - We've updated our Case Tag functionality in the Platform to allow organizations to define which Case Tags should show when a specific Category is selected. When setting up Case Tags, organizations can define a list of Case Categories these Case Tags should show for. If no Categories are listed, the system will function as it does today and the Case Tag will show for all Categories. This functionality will allow organizations to be more granular with their Category and Case Tags to provide better reporting on the types of Cases they receive.

• Open in New Tab - We've updated the Platform to allow users to open content in a new browser tab via CTRL + click (windows), CMD + click (mac), or right click and then selecting Open in a New Tab for specific activities. This include opening the Settings menu (Avatar in top right > Settings), Chat Tiles, the Case Cards from My Work, The Case Cards from the Case List, Customer Cards in the Customer activity, and Historical Cases in the first panel of the Case.

Veronica Weisman

3 years ago 11/10/2022

Introducing Tasks on Cases

Cases are a great way to keep track of ongoing issues, but sometimes you need a little more help getting things done. That's why we've added Tasks to the cases! With Tasks, you can create a to-do list for each case, so you can keep track of everything that needs to be done to solve that case. You can also assign tasks to other users or teams, so everyone knows who's responsible for what.

To get started, simply open up a case and navigate to the “Actions” menu and click on the "Add Task" button. From there, you can add a task name, description, due date, and assign it to a team or a user. Once you're done, click "Save" and your task will be added to the case.

Once you add, edit, delete or complete a Task, a new event is added to the timeline for audit logs.

Got some questions? Contact our team today to get more info!

Prayas Tiwari

3 years ago 11/10/2022

Updates & Bug Fixes

Release Date: 11/22/22:

URL Update [Action Required]

With this release, we are beginning to deprecate the app-new.goboomtown.com URL. All users that log into app-new.goboomtown.com will be automatically redirected to the domain app.goboomtown.com. This does not impact the application or user experience with this change.

Action: Please update your bookmarks to point to https://app.goboomtown.com so that when we do completely shut down app-new.goboomtown.com in the future you will not be impacted.

CX Manager

• Updated the new Cases screens for Service Providers to show the custom Case layout for the Sponsor Organization rather than the Owner Organization
• Fixed a bug on the new Cases screen where reopening a Case was showing a Reassigned Event instead of a Reopened Event
• Fixed a bug on the new Cases screen where resolving a Case and clicking cancel kept the Case as Resolved

Knowledge

We are beginning to roll out a beta version of our new revamped Article Editor. We will be posting the release notes shortly, but if you would like early access to the new editor, email us at product@ovationcxm.com.

Integrations & APIs

Salesforce Connector

We fixed a bug where Contacts were sometimes getting duplicated when syncing from Salesforce to CXMEngine.

APIs

• We updated our Phone APIs to include the Sponsor DID field as a parameter to allow teams to easily create Phone Cases with cross-organization visibility
• Fixed a bug where the phone APIs were matching on soft deleted Customer records instead of only matching on non-deleted records
• Fixed an bug where Cases created via our Phone APIs would sometimes create a new Contact for an existing Customer they matched on instead of matching to an existing Contact with the same number

Messenger (FKA Webchat)

We are beginning to roll out our new Messenger product, which is an updated version of Webchat. We will be posting the Messenger release notes shortly but if you would like to get early access, please contact us at product@ovationcxm.com.

Virtual Assistants

• Added a Sentiment Analysis model in Bots predict method for detecting and classifying user responses into three different emotions (Negative, Neutral and Positive)
• Added Sentiment Analysis model logs so users can see the prediction of sentiment analysis model (Negative, Neutral or Positive) under the Bots Logs
• Updated how our Virtual Assistants join conversations to make the experience faster and more reliable

Reporting & Dashboards

We updated the Status field on Case Reports to include the Ready and Waiting statuses so you can now filter by Ready and Waiting without needing to use the second Waiting Status field.

Admin & Settings

We extended our default data purge timeline to 3 years and we are working on adding custom timeline configuration capabilities for each organization.

Alan Finlay

3 years ago 10/29/2022

Updates & Bug Fixes

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 initital creation

Integrations & APIs

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

Alan Finlay

3 years ago 10/26/2022

Introducing the NICE CXone Connector

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.

If you're interested in learning more about the NICE CXone Connector, contact us today!

Prayas Tiwari

3 years ago 10/13/2022

Updates & Bug Fixes

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 with the proper header

Alan Finlay

3 years ago 10/7/2022

Updates & Bug Fixes

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

Alan Finlay

3 years ago 9/29/2022

Updates & Bug Fixes

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

Admin & Settings

• We fixed an issue where Users were unable to access Journeys on page 2 of their list of Journeys
• We fixed an issue where certain fields were unable to be re-added to a Layout once they were removed from that layout
• Fixed a bug where Users were still able to edit other User profiles if they had the Manage Users permission disabled.

Alan Finlay

3 years ago 9/21/2022

Analytics for Virtual Assistants

Hello, OvationCXM world!

We are happy to announce to you 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 Resolutions-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.

Vaibhav Gupta

3 years ago 9/6/2022

Updates & Bug Fixes

Release Date: 09/23/22:

With this release you will notice a small branding update when you log in. You can read more about the rebrand here: https://www.ovationcxm.com/blog/boomtown-rebrands-to-ovationcxm

CX Manager

Cases

• Fixed a bug where the Resolution Date/Time field on a Case in edit mode was showing the Created date/time when the data was actually blank
• Fixed an issue where resolving a case in the same flow where you created the case didn't post a resolution event to the Case Event timeline
• Updated our standard Merchant ID (MID) field on Customer Locations to allow alphanumeric MIDs instead of only numeric MIDs
• Updated the Case Management flow to default the value for the Select Survey when an organization only has one Customer Acceptance form configured
• Added an error message to Cases when a User tries to add a form to a Case via the Actions > Add Form workflow and the form has no fields configured
• Fixed an issue where if the Owner User of a Case sent an inbound email to the case from their email client, they were removed as Owner User from the Case

Communications

• Fixed a bug where circumflex accents were sometimes showing in the email threads in the Communication Panel of Cases
• Added functionality to increase reliability of messaging workflows

Knowledge

• Clicking the Cancel button in an article will now ask you if you wish to discard the draft that gets created after clicking Edit on a Published article or ask if you wish to save your changes if you are in a saved draft
• Fixed a bug in the external Knowledge Library where the 'What's in this Article?' headers were not highlighting properly; they should now be highlighting in accordance with user click
• Fixed an issue where users would periodically not be able to edit an Article after it had been published

Journey Orchestration & Automations

• Fixed an issue where Users were unable to access more than 25 journeys in Settings

Integrations & APIs

APIs

• Fixed a bug on our customer/put API to only accept full matching on the MID field and not allow partial matches.

Virtual Assistants

• Updated the navigation within Bots so that clicking the main section menu in the left navigation now takes you back to the main list view for that section. For example, when you are in a specific Flow and you click on Flows on the left, you will go back to the list of all Flows.
• Fixed a bug where Training a Virtual Assistant failed when a Flow had a disconnected Start Node
• We will begin rolling out a new set of Bot Analytics, which we will cover in a separate post

Reporting & Dashboards

• Fixed a bug where the Knowledge Activities Report failed to run for certain organizations and date ranges
• Fixed a bug where the values of Form Reports were sometimes not matched to the correct header rows

Alan Finlay

3 years ago 9/5/2022

Updates & Bug Fixes

Release Date: 09/12/22:

We released a small update with the following changes:

1. Fixed a bug where a user refreshed a Customer screen and it returned a blank screen
2. Fixed a bug preventing users from properly editing and publishing Knowledge Articles
3. A number of general performance improvements across Case and Messaging products.

Alan Finlay

3 years ago 8/17/2022

Updates & Bug Fixes

Release Date: 09/01/22

CX Manager

Cases

Knowledge

• Fixed a bug where bulk sharing or un-sharing articles wouldn't save; articles that are shared or un-shared from Organizations should now properly save
• Fixed a bug where the line spacing between search results in the external Knowledge Library was incorrect
• Fixed a bug that prevented the KB Activity Report from running when selecting a date range that spanned months (9/6 release)

Alan Finlay

3 years ago 8/16/2022

New Knowledge Editor

We are excited to roll out the new Knowledge Editor which boasts a single-panel layout and offers a more streamlined user experience.

To improve the experience of writing, editing, reviewing, and configuring articles on our Knowledge Editor, we optimized for two drivers: usability and productivity.

• Focused Workspace - we moved to a single-panel layout for more editorial real estate and a more intentionally arranged right pane which can be minimized or expanded as needed
• Article Details - tabs are used on the right pane to organize article activity and metadata into natural groupings for better navigation and a cleaner look
• Events - the Article Events Timeline can be found in its own tab and can be filtered, paving the way for future updates in support of auditing use cases
• Session Timeout Recovery - if unsaved changes are made to a draft and a session times out, those unsaved changes will be retained, and the user will be prompted to apply those changes upon launching the next session
• Preview Screen - created a new preview function to accurately display the Article preview inside the application

This set of changes provides the scaffolding for future changes to come, from further Event logging enhancements to new features in To Do such as Article Approvals.

Please email product@goboomtown.com if you would like access to the new Knowledge Editor.

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