2 years ago 10/10/2023

Release Date: 10/30/23:

CX Manager

Performance

• We removed some component queries to improve the performance of the following actions when editing a Case: 1. Viewing the Events tab in column 2, 2. Viewing the Files tab in column 2, 3. Opening and deleting a file from the Files tab, and 4. Adding a Product using the + button in column 1.
• We removed some extraneous route calls to our old Cases product to improve the performance and load times of Cases.
• We removed unused stores from the Case edit screen to improve performance and load times when editing a Case.
• We improved the speed and reliability of chat tiles that appear in the top navigation bar of the application when a new chat is created. Chat tiles now appear up to 65% faster.
• We improved the overall view rendering logic of Cases to improve load times.
• We optimized the performance of saving a Case which will allow users to save cases faster. This will also increase the speed of starting new chats in Messenger and creating cases via the Phone APIs.

Bug Fixes

• We fixed a bug where the Open Case count in the Customer panel on the Case edit screen was incorrect. Any Cases with the following statuses will now be counted as Open Cases: New, Ready, Waiting, Scheduling (Work Order), Scheduled (Work Order), En Route (Work Order), and Job In Progress (Work Order).
• We fixed a bug where when you click on View All Cases in the Customer Panel on a Case, it was showing incorrect information. The Case counts at the top of the View All screen are now correct. The number of pages are correct and the pagination controls work as expected. Also, only Cases associated with the Location will appear in this list.
• We fixed a bug that prevented organizations from using custom Product picklist fields in Automations on Location updates. You can now use custom Product picklist fields as filters in Automations and properly select the product from the dropdown option.
• We fixed a bug where surveys that were automatically being sent for private label teams were not using the appropriate branding the same way they were when they got manually sent. Now, if a Team has the appropriate branding, is private labeled, and their organization has Auto-send Survey enabled, anytime a case that is sponsored by that team gets resolved, a survey is sent with the appropriate branding.

Journey Orchestration

• We launched a new Journey Analytics Dashboard, which provides significant new insights into customer experiences as they progress through a Journey. This includes high-level metrics, time spent in each activity, risk and churn prediction, journey improvements over time, and much more. You can read the full release notes here.
• We added Relative Due Dates to Tasks in Journeys. This allows teams to set due dates relative to when the Task gets created in order to better manage SLAs and keep journeys on track and progressing successfully.
• We removed the requirement of selecting an Automation when adding an Automation Activity to a Journey in the Journey builder screen. This will allow teams to build Journey outlines more quickly and come back to add the details later on. We have added an error reminder when the Journey is published if any Automation Activities are missing an Automation.

Tasks

We launched several enhancements to Tasks, including:

1. Task Templates - the ability to create and reuse templates of Tasks that can be applied to Cases to ensure consistency processes.
2. Task Relative Due Dates - the ability to set due dates relative to when a Task is created in addition to setting a specific date and time.
3. Tasks on My Work - we now show all Tasks assigned to you at the bottom of your My Work screen so you always know if a new Task gets assigned to you or your teams.
4. Task Analytics - we added robust analytics and new a Task Dashboard to bring more visibility and insights into Tasks, including ownership, due dates, and more.

You can read the full release notes on the Task updates here.

Knowledge

• We fixed a bug where users were not able to tab to accordions in certain Articles.
• We removed the "Shared with me" option in the new Insert Article modal found in the Knowledge Editor.

Virtual Assistants

When deploying a Virtual Assistant that has less accuracy than a previous revision, we now show a warning pop-up notification rather than an error. This allows users to continue with deployment and not get blocked.

Admin & Settings

We introduced a feature improvement for the "Issue Creation Email Forwarding Addresses" field which is found in "Settings > Communications Settings". Originally this field had a maximum number of characters set to 255 and it was behaving to spec. However, this 255 character limit significantly reduced the number of forwarding email addresses you could add to that field. The new maximum character limit is now 1023 so users can add more forwarding addresses.

Alan Finlay

2 years ago 9/28/2023

Introduction

We are thrilled to announce the launch of our all-new Journey Analytics feature. At OvationCXM, we understand the importance of diving deep into your customer journeys, and with this in mind, we’ve developed an advanced analytical dashboard that offers a comprehensive insight into the multi-touchpoint experiences that your customers go through, helping you to fine-tune strategies and enhance overall customer satisfaction.

Key Features:

1. Comprehensive KP Tracking on Customer Journeys

Get a sense of the big picture and understand how customers are navigating through your defined journeys:

• All-Encompassing Metrics: Retrieve a wide array of high-level KPIs that give a well-rounded picture of customer interactions throughout their journey.
• Active Journeys: Get real-time insights on ongoing customer journeys.
• Total Journeys Completed: Understand how many customers have successfully traversed their journey.
• Customers in the Journeys: A count of how many customers are currently engaged in a specific journey and what step they are currently in.
• Average Time to Journey Completion: Calculate the mean time customers take to complete their Journey, Stage, Step or Activity, helping to identify and get ahead of any potential bottlenecks.
• Journeys Over Time: Dynamic visualization chart showcasing the trend of journey creations and completions over a given time frame.

2. Exception Management in the Journey

Identify bottlenecks and get ahead of potential issues to streamline journeys and reduce customer churn.

• Task Due Insights: Streamline your operations with timely insights on pending and due tasks, facilitating efficient management and improved customer engagement.
• Risk Factor Monitoring: Stay ahead of potential risks and challenges in the customer journey with proactive risk factor monitoring and management. It allows you to quickly visualize the customers most at risk and the Steps, Stages, or Activities that they are stuck in.
• Ideal Journey Completion Time: Understand the benchmark time it should take for a customer to complete a journey, aiding in process optimization.

3. Granular Analytics at Every Stage, Step, and Activity

• Stage/Step/Activity Analytics: Deep dive into each touchpoint of the customer journey. From the broadest stages to every detailed Activity (including Tasks, Automations, etc.), get all the data you need to optimize your journeys.
• Time-Series Data: Trend your customer journey data over time to spot patterns, anomalies, or areas of improvement.

Rolling out:

We will be adding the Journey Analytics dashboards for customers with new Journeys access. If you would like to get early access, please let us know by emailing product@ovationcxm.com.

Thank you for being a part of the OvationCXM family. We are confident that the Journey Analytics feature will empower you to enhance the customer journey landscape and offer unparalleled experiences to your customers. Here’s to insightful data-driven decisions!

Vaibhav Gupta

2 years ago 9/14/2023

Tasks Enhancements and Updates

We are excited to announce the latest enhancements and features for the Tasks in OvationCXM. In this release, we've focused on improving task management, efficiency, and visibility, making it easier for users to stay organized and track their work. Below are the key highlights of this release:

Tasks Object

• Introducing enhancements to the Tasks object! Now, you can create and manage tasks alongside your cases, allowing for more granular tracking of work items.

Tasks Templates

• New Feature: Say goodbye to repetitive task creation. With Tasks Templates, users can create reusable task templates and easily import them onto cases, streamlining task assignments and standardizing processes.

Tasks on MyWork Screen

• New Feature: Enhance your productivity with the MyWork Screen. Users can now view tasks that are specifically allocated to them or are assigned to their teams, providing a personalized and focused workspace.

Relative Due Dates

• New Feature: Enjoy more flexibility in task scheduling. Users can set relative due dates for tasks, allowing for dynamic scheduling based on the task's creation date.

Reporting and Analytics

• New Feature: Gain deeper insights into task performance and workload. The new reporting and analytics capabilities empower users to track various task metrics.

These new features are designed to improve collaboration, efficiency, and task management within OvationCXM. We believe they will greatly benefit our users and contribute to a more productive and organized work environment.

Stay tuned for more exciting updates in the future as we continue to enhance Tasks to meet your evolving needs.

Prayas Tiwari

2 years ago 8/30/2023

Release Date: 09/14/23:

CX Manager

• We improved the UI when resolving a Case so the Select Survey dropdown and Send Survey button in a Case will be disabled if the Sponsor Team or the Owner Team of the Case have the 'Disable Customer Emails' flag turned on or if the Contact on the Case does not have an email address.
• We updated the logic on the Cases list screen to load new users to the Open Cases View instead of All Cases by default. The View you last accessed will continue to load as you navigate around CXME.
• We removed the Time Zone Mismatch modal that would appear if you logged in and your local computer time differed from the time zone in your profile.
• We updated the logic of our Ready and Waiting Statuses to only apply to Case Type = Support. We also Renamed the Remote Status to now be called Ready. This will enhance performance across the platform where status filters are used.
• We fixed a bug where creating a custom View in Cases that contained a custom field as one of the filters was causing a runtime error. You can also now export that custom view to Excel or switch between it and other views without receiving an error.
• We fixed a bug where fields added to the Location Block found in the Customer panel were not being displayed properly.
• We fixed a bug where if you resolve a Case as you create it and then reopen the Case, the edit button would disappear until you refresh the page. If you reopen a Case that you resolved upon creation, the edit button will now be immediately available.
• We fixed a bug where new Contacts were not being created if the Customer Contact fields were being filled out when creating a new Location from the Customer panel in a Case.
• We fixed a bug where updating custom Views that were grouped would display no or inaccurate results.
• We improved the load time of opening a Case from the My Work or a Case View. Cases now load 20% faster. We will continue to optimize slow-loading screens with each subsequent release.

Automations

• We fixed a bug where Automations with a Modify Data Action that updates the Tag field was not functional. Now you can update the Tag field on a Case through an Automation.
• We fixed a bug with the Send to Others function as part of the Send Email Alert Action in Automations. Previously, the recipient would receive multiple copies of the email, now they only receive a single copy of the selected email.

Knowledge

• We updated the Article editor to default to the To Do tab if there are any Comments added to an Article. Whenever you click on an Article from Knowledge Home, if that Article has at least one Comment added to it, the To Do tab will be selected by default instead of the Details tab.
• We updated the Discard Draft and Unsaved Changes modals in the Knowledge Editor for ADA compliance. Both will now be announced by a screen reader.
• We fixed a bug where tabs in articles were not working properly. They were showing the content of all tabs instead of the selected tab.
• We fixed a bug where there was a delay after clicking Submit when adding a comment that allowed you to click the Submit button more than once and create duplicate comments. The Cancel and Submit buttons will now be disabled after clicking the Submit button once to prevent duplicate comment additions.
• We fixed a bug in the new Insert Article modal where you would only receive results if the phrase you searched for matched exactly. We also moved the Embedded checkbox to the top of the modal to improve the UX workflow of the new modal.

APIs

Updated our OBO (On Behalf Of) Headers to allow Service Provider Organizations to access api/v3/schema/list endpoints for the Organizations that they provide services to.

Messenger

• We updated Messenger to retain the state and screen that the user is on as they navigate between various pages of a website or application that has Messenger embedded. This means that if the user is actively chatting, Messenger will remain open on the chat as they navigate through the site.
• We added functionality that remembers if a user closes the welcome pop-up message in their Messenger session. This will prevent the welcome pop-up message from showing on every page load during a session after a user has already closed out the pop-up message once.
• We fixed a bug that was preventing CSAT ratings (1-5 stars) added at the end of a chat session from being saved onto the Case.

Virtual Assistants

• We fixed a bug where manually changing the Contact on a Case during an active Chat session with a Virtual Assistant would cause the Virtual Assistant to say that the team was not available, even when the routing action was set to Always Route.
• We fixed a bug that was causing Training failures for phone and email entity types.

Reports

• We fixed a bug that was causing a Runtime Error when the filter "Created" with the operator "Is Before" or "Is after" was selected.
• We fixed a bug that prevented users from using custom picklist fields as filters on Reports.
• We fixed a bug that prevented the "In Last # Days" and "In Last # Months" operators from working on Report filters.
• We fixed a bug where the Forms Report export was not properly filtering the data based on the provided start and end dates.

Admin & Settings

We updated the verbiage from "Issues" to "Cases" in Settings > Roles & Permissions to be consistent with the platform-wide Cases concept.

Alan Finlay

2 years ago 8/25/2023

Case Summarization (Powered by OvationCXM AI)

Today, we are proud to announce the launch of our new feature: Case Summarization (powered by OvationCXM AI). The Case Summary option will help anyone quickly get the full context of the Cases, including details from notes, conversations with customers, events timeline, resolution steps, and any fields that are filled out on the Case. If a Case is blocked/waiting, the summary will include the last conversation and a brief explanation of what’s preventing the Case from progressing.

How Summaries are Generated

This new feature is powered by our proprietary Generative AI (GenAI) architecture integrated with world-class GPT models. GenAI uses advanced algorithms to analyze all data related to a Case and summarize it in an easily understandable way. It eliminates the need for manual analysis and writing out robust notes and can significantly improve the speed and accuracy of creating Case summaries.

How you can Create a Case Summary

• To get started, log into your CXME account, go to the selected Case you want to summarize, and click the “Create Summary” button under Actions.
• Once the summary is generated, you can review, edit, and even regenerate the content to refresh the phrasing before saving it.
• Once saved, the generated summary can be accessed under a new summary block inside the details section on your Case Layout.
• The following new summary block can be added to the Cases screen from the Layout option under the settings section. Detailed article on adding Summary field here

Why did we Build Case Summarization?

• With Case Summarization, users can quickly and accurately summarize all conversations, data, and other information related to a Case, allowing them to make decisions and take action quickly. Saving valuable time for teams so they can spend more time helping customers.
• Enable managers and other team members to understand what is happening (or what happened) on a Case, including what the issue/question was, what was done to resolve the issue, what’s blocking the Case from progressing (if anything), and what the final outcome was (if it was complete). This significantly reduces the time users spend digging into engagements to understand what happened.
• Case summaries also make finding common patterns for improvement easier with reporting on the summaries.

How to Get Access to the Case Summarization Feature

We understand that this can save a significant amount of time for businesses, and we are confident that this new feature will help you make the most of your data and conversations.

We will be rolling out the Create Summary on Cases option in phases, and if you would like to get early access, please let us know by emailing at product@ovationcxm.com. We hope you enjoy this new feature and look forward to hearing your feedback!

Vaibhav Gupta

2 years ago 8/17/2023

Journeys Launch

We are excited to announce the launch of our new Journeys Product!

Journeys help you connect disparate interactions across teams and organizations and orchestrate them into unified experiences to delight your customers.

OvationCXM’s new Journeys product includes several significant enhancements over our current Journey product that make it easy to use and adds powerful functionality to optimize customer experiences. We’ve detailed the specifics of these enhancements in the following video releases showcasing Journeys:

1. 2 minute overview
2. 20 minute walk through

In addition to a new architecture built for performance, reliability, and scale, it has a number of major upgrades to help you orchestrate customer journeys. Here are a few of the updates:

New Drag-and-Drop Journey Builder

We’ve transformed our Journeys module so it’s a simple no-code drag-and-drop interface that anyone in the organization can use to orchestrate customer experiences. All of the pieces of a well-orchestrated Journey, from communications to automations to tasks, are included in this single tool. No complex configuration, custom code,  or developers needed to build a Journey. If you can envision the experience, you can build it. And in just a few minutes with a few clicks.

New Organizational Hierarchy

Our new Journeys product has expanded its hierarchy from stages, which provided a high-level view, to a three-tier hierarchy that gives you additional levels of organization, visibility, and control.

1. Stages - Major sections or milestones in a Journey that shows high-level progress toward completion.
2. Steps (New) - A way to organize groups of activities into a single bucket, typically owned by a single team.
3. Activities (New) - The atomic unit of a Journey. These are the parts of a Journey that are completed to progress the Journey. For launch, we will have Automations and Tasks.

Automations - Automated workflows that are triggered as the Journey progresses. These automations can send emails, update data fields, create Cases, and more across the organization and ecosystem partners.

Tasks - To-do actions that can be assigned to Teams and/or Users. Tasks need to be manually completed by the assignee to progress the Journey.

We will be adding Forms and API activities shortly which will trigger journey progression and further streamline and automate Journey flows.

Separate Side-by-side Customer and Internal Work Streams

Our new Journey Builder allows you to create unified journey experiences that seamlessly weave between internal and customer-facing actions while having complete control over visibility and driving toward a shared outcome.

You can define Public and Internal names for every Stage and Step so even if your internal team is completing an action, you can give your customers insight (in language that makes sense to them) into what’s happening behind the scenes.

A major part of a journey is bringing the customer along for the ride. Giving them visibility into what is happening, what’s next, and setting expectations for when the next step may be completed. This reduces inbound call volume and increases customer satisfaction.

Drafts and Publishing Workflows

Journeys will now offer the ability to create drafts and iterate on your journeys without disrupting any journeys currently in progress.

This solves one of the big challenges we see with journey mapping and orchestration today. Typically, it’s often a one-time exercise that remains static for years once developers implement it because it’s hard coded and hard to change. Set it and forget it. This is a failing strategy because processes and customer expectations are constantly changing and your journeys need to keep up. Organizations must have agile tools that empower responsiveness to competitive pressures, market changes, and customer needs in real-time.

Journeys can be tweaked and optimized easily at any time without impacting existing customers already traversing active journeys. Users create and edit journey drafts, and once they are published, new customers can enter those journeys. Even as new revisions are published, Previously Published revisions are retained for a complete audit trail of every journey that has been published. You can clone, revert, and publish any revision at any time without disrupting any active customer journeys, providing the control to adjust and improve journeys over time.

Our Journey Analytics also presents data across each revision so you can track progress, friction points, and areas for improvement over time. Stay tuned for a separate, more in-depth post on Journey Analytics.

New Interactive Journey Timeline

To match the new Journey hierarchy, we are also launching a new Journey Timeline in the second column on the Cases screen.

The Journey Timeline will make it more efficient to manage journeys while in the Cases screen:

1. The new timeline will visually display the Stage, Step and Activity hierarchy.
2. The timeline is interactive and Tasks can be completed inside the timeline.
3. Activity Actions allow you to Cancel Tasks or Automations (current or future) that you don’t want to complete (we will also be adding the ability to complete, skip, or replay activities as well).
4. New icons provide additional visibility into what’s in progress, if any actions have been canceled, and if any automations failed to run.

We will be rolling out the new Journeys product in waves and if you would like to get early access, please let us know by emailing product@ovationcxm.com. We can’t wait to help you build more delightful customer experiences and to hear your feedback on how we can improve the product for you.

Alan Finlay

2 years ago 8/2/2023

Release Date: 08/08/23

CX Manager

• Reduced the load time for the Customer panel in the 4-panel CX Management view (note that we will be rolling this out separate from the release).
• Fixed an issue where the counts next to each section on the My Work screen were sometimes inaccurate.
• Fixed a bug where clicking between closed and open Cases in the Customer panel (column 1) would make the Edit button disappear in the Case panel (column 2).
• Fixed a bug where clicking on a Case in the My Work page would cause a brief redirect to the Cases page before taking you to the actual Case.
• Fixed a bug where if you enabled the Resolve Case switch and set the Resolution Status to anything but Not Set, then disabled the Resolve Case switch, and saved the Case, it would still resolve the Case. Now enabling, then disabling that switch will not resolve the Case.
• Fixed a bug where the default option for Resolution Status was Not Set instead of Completed when you enable the Resolve Case switch when editing a Case.
• Fixed a bug where the Events tab in a Case was blank after initially creating a Case in the platform.
• Fixed a bug where a user was being taken back to a previous Case whenever they searched for a Location and then accessed a Case from that Location.
• Fixed a bug where moving a Location from one Customer to a different Customer sometimes failed to remove the Location from the original Customer.

Knowledge

• We improved the UI of the Insert Article modal when editing an Article in Knowledge. You will now be able to navigate through your libraries to find specific Articles using the same tree navigation you use for Labels. You will still be able to search for Label Names, Titles, & Sub-titles and corresponding results will be highlighted.
• We made updates to the Article Information panel and tabs in the knowledge editor for ADA compliance. The button to collapse/expand the panel and each of the tab options are now focusable with accessible names and are reachable and operable by a keyboard.
• We made updates to the Details tab of an Article when in a view state to be ADA compliant. Tab indexes have been removed, static content is no longer reachable by keyboard, interactive content is reachable and operable by keyboard, and all buttons have accessible names, focus states, and correct structures.
• We updated the Article Editor for ADA compliance by providing a title for the page, improving the responsiveness of the page, improving the header structure by making the Title of the Article an H1, and adding a skip link to the header that allows users to go directly to the content of the Article.
• We updated the Events tab in an Article to be ADA compliant. All of the tab orders are now correct, static items are no longer listed as buttons, buttons and dropdowns are now accessible and operable by keyboard, and the log itself is in a list structure.
• We updated the top bar buttons when in the edit state of an Article for ADA compliance. All buttons have accessible names and are reachable and operable by a keyboard.
• We updated the top bar buttons when in the view state of an Article for ADA compliance. All buttons have accessible names and are reachable and operable by a keyboard.

Alan Finlay

3 years ago 6/30/2023

Release Date: 07/13/23:

CX Manager

Navigation

• Updated the main navigation dropdown menu for small screens so that if you are in a specific section and you click on that section again, it brings you back to the main list. For example, if you are on a Case and click Cases from the navigation, it will return you to the Cases list.
• We fixed an issue where the text was being cut off in the main navigation dropdown menu.

Cases

• We fixed a bug where the Files tab was periodically disappearing from the Case panel in the CX Manager if a user pressed Cancel or Edit directly after uploading a file.
• We fixed an issue where the navigation text was being cut off in the main navigation dropdown menu on small screens.
• We updated colors in several areas of the application to be ADA compliant.

Automations

• We updated the filter options on Case Automations to include the Case Name field.

Knowledge

• We improved the behavior of adding or changing a Label icon in Knowledge. You will no longer have to click Browse and Upload. When you click on the Add Icon or Change Icon button, you will be able to select a new image from your computer and it will automatically upload (you will still need to click the Save button in the modal to implement the icon change).
• We added a modal that appears when the Session Timeout Warning modal reaches 0 that informs the user they have been logged out.
• We made the Sort button in Knowledge Home ADA compliant by improving the way screen readers announce each option and the way the list is sorted.
• We made updates to the Knowledge home page for ADA compliance. Both the filters and recent comments panels are now collapsible and expandable. They will auto-collapse on smaller screens. We also made the header options more responsive by combining them into a menu when the screen size gets too small.
• We updated the Comments in the To Do tab to be ADA compliant. All buttons have accessible names and are reachable and operable by keyboard.
• We updated the Labels section in Knowledge Home for ADA compliance. All expandable/collapsible elements now have accessible names, button roles, and announcements when they are expanded or collapsed.
• When editing a Label in Knowledge, we changed the naming of Label Avatars to Label Icons. This is a more accurate naming convention for this particular concept.
• We fixed a bug where resolving a Comment in Knowledge was updating the Comment log and not creating a separate log. When you resolve a Comment, there will now be a Comment Resolved log in the Events tab.
• We fixed a bug where Users were sometimes getting a TypeError when using the Insert Image or Insert Link options in the Knowledge Editor.

Journey Orchestration

With this release, we will begin to roll out our new Journeys product to select customers. We will share a separate post dedicated to the new Journeys product and all the new functionality that will come with it. If you would like early access to the new Journeys product, please let us know.

APIs & Webhooks

We added functionality to allow a user to create webhooks on the Customer Contact object.

Reporting & Dashboards

We are adding detailed Journey Analytics to our dashboards. These analytics will display data from the new Journeys product and we will share more detail on the capabilities and insights they will provide in an upcoming post.

Alan Finlay