2 years ago11/13/2023 [**Tasks Analytics**](https://changelog.ovationcxm.com/tasks-analytics-gthYs) We're excited to announce the launch of our all-new Tasks Analytics, a powerful suite of analytics tools designed to transform the way organizations track, analyze, and optimize their Tasks workflow. With this release, we're introducing an array of robust features and enhancements that provide unparalleled visibility into Task performance and management across your enterprise. From comprehensive KPI tracking to in-depth insights into Task exceptions and activity, Tasks Analytics empowers your team to stay ahead of the curve and ensure that every Task drives your organization forward. # Key Features: **Comprehensive Tasks KPIs:** Keep track of all critical Tasks KPIs within your organization, including metrics such as Total Tasks, Tasks in Progress, Completed Tasks, Open Tasks, and performance over the past 7 days. **In-Depth Exception Insights:** Identify and analyze Task-related exceptions effectively. Gain visibility into unassigned Tasks, Tasks that are past the due date, completion times post-due date, and Tasks completed by alternate users or teams. **Granular Tasks Insights:** Delve into the specifics of Task management with insights on the status distribution of Tasks, time-series trends in Task initiation and completion, average time to completion by Task, and detailed reports filtered by user or team IDs. **Tasks Usage Statistics:** Understand how Tasks are being utilized across your organization. Get a breakdown of Task usage by different Tasks or Task Templates, which can be further narrowed down by specific users and teams. **Cross-Service Task Analysis:** Obtain a holistic view of Tasks within the context of customer journeys and cases. Monitor Tasks that are overdue within these journeys, and track Task completion or overdue Tasks in case management. # Rolling out: As we continue to enhance the OvationCXM experience, we are pleased to inform you that Tasks Analytics will be progressively rolled out to all organizations with Dashboard and Tasks access. This ensures that every team can leverage the full power of our analytical tools to drive productivity and effectiveness. Should you have any questions or if you're interested in gaining early access, please reach out to us at [product@ovationcxm.com](mailto:product@ovationcxm.com). We're here to support your success and look forward to helping you unlock the full potential of your Tasks Management and Analytics. Vaibhav Gupta 2 years ago11/6/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-2iuDD2) _Release Date: 11/21/23_ # CX Manager - We fixed a bug where editing a custom View in Cases was displaying the incorrect settings for which Teams could access the View. You will now see the restricted Team access when editing a Shared View. - We fixed a bug where incorrect data was being displayed in the View Name field when you created a new custom view on the Cases list page. - We fixed a bug where the ID of a Product (instead of the name) was being displayed if you added a custom Product type field to the Location Block Card. When you add that field now, the Product Name will be displayed. - We fixed a bug where an automated Event in the Event Timeline on a Case would sometimes show the incorrect name. - Fixed an issue where clicking on a phone tile would update the URL but not always route you to the Case as expected. - Fixed an issue where deleted Knowledge Articles were showing in search results from Global Search. - We improved the overall load times of the application by caching certain library files. - We improved the performance of the Events tab in a Case by decreasing the DOM node count. - We improved the load time of the Cases list page by improving the way the page loads. - We continued to improve the performance of chat tiles and notifications for new chat messages. # Knowledge - We updated the way the options under the “What’s in this article?” section are highlighted when viewing an article in the external library. Any options that are visible on the screen will now be highlighted with a vertical line and a different colored text. Clicking on an option and scrolling will change what is highlighted based on its visibility on the page. - We fixed a bug where some Labels had an incorrect count next to them on the Knowledge Home page. The count should now reflect an accurate number of Articles added to the Label. - We fixed a bug where Users were being logged out without any notification. We also added a confirmation modal to let Users know they have been logged out instead of just being routed directly back to the login screen. - We fixed a bug where you were not able to tab to accordions in certain Articles. # Journeys - Updated Journeys Permissions to tie into the new Journeys product as well as continue to work for the existing Journeys. - Added pagination to the Journeys list screen. - Updated the styling of the Journey Timeline, which includes new icons, typography, spacing, and the updated layout for Tasks that are part of a Journey. - We improved the loading process for the Journey Builder to be faster and more reliable. # Connectors & APIs We added our OBO (On Behalf Of) heads to our Microsoft Dynamics Connector to enable ecosystem partners to more easily collaborate on shared customer profiles. # Reporting & Dashboards - We launched Task Analytics with pre-built and customizable dashboards for insights into Task metrics and trends. You can read about the update in a separate release post. - We added the functionality in Reports to display Source URL data as part of Case Reports. - We fixed a bug that was preventing all custom fields from displaying as columns in Reports. Alan Finlay 2 years ago10/10/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-1wL0eQ) _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](https://changelog.ovationcxm.com/journey-analytics-launch-1mvNgk). - 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](https://changelog.ovationcxm.com/tasks-enhancements-and-updates-HCbhS). # 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 ago9/28/2023 [**Journey Analytics Launch**](https://changelog.ovationcxm.com/journey-analytics-launch-1mvNgk) # 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](mailto: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 ago9/14/2023 [**Tasks Enhancements and Updates**](https://changelog.ovationcxm.com/tasks-enhancements-and-updates-HCbhS) 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 ago8/30/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-4cs4mY) _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 ago8/25/2023 [**Case Summarization (Powered by OvationCXM AI)**](https://changelog.ovationcxm.com/case-summarization-powered-by-ovationcxm-ai-4gZ6lW) 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](https://help.goboomtown.com/kbs/help.goboomtown.com/Add-Summary-Field-to-Cases) **Workflow Video of Creating a Summary on the Case Screen** Case Summarization.mov - Google Drive Error 403 (Forbidden)!!1 **403.** That’s an error. We're sorry, but you do not have access to this page. That’s all we know. Request a review Learn more Signature pending Sign Reject View details Review Not Spam Remove forever Not Spam Loading… {"id": "1Vam01c6WKFLsibaJZ5fvC2gZQgF7Wt0J", "title": "Case Summarization.mov", "mimeType": "video\\/quicktime"} Loading… Play (k) Play (k) Picture-in-picture is in beta You can still use it while work is being done. Click anywhere to open it. Open Playing in picture-in-picture Closing this window will close the player YouTube 0 Play (k) Rewind 10 seconds (j) Fast forward 10 seconds (l) Unmute (m) Subtitles/Closed captions (c) 1x Playback speed Settings Full screen (f) Loading… Displaying Case Summarization.mov. **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](mailto:product@ovationcxm.com). We hope you enjoy this new feature and look forward to hearing your feedback! Vaibhav Gupta 2 years ago8/17/2023 [**Journeys Launch**](https://changelog.ovationcxm.com/journeys-launch-jy7UQ) 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](https://www.youtube.com/watch?v=GDqZNVMz4Ig) 2. [20 minute walk through](https://www.youtube.com/watch?v=_-6zNJFngXE) 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](mailto: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 ago8/2/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-4vIAP6) _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 ago6/30/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-1OLqNO) _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 3 years ago6/1/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-lLCmY) _Release Date: 06/15/23:_ # CX Manager - We enhanced our application cache to improve overall load times. - When a screen reader is focused on the phone case button, it will now announce it as the current phone case button. # Knowledge - We updated the View Articles and Labels permission so Users in a role with that permission enabled are able to view _all_ published Articles in their organization and not just Public articles. - We updated the Clear Filters button in Knowledge Home so it will now be disabled if no filters are applied. - We updated the way Search Terms work in Knowledge so you can add phrases to Search Terms. If you add a phrase as a Search Term, the Article it was added to will only show up in the results if the entire phrase is searched for. - We added a feature that allows you to show or hide Sections on your external Knowledge Library homepage based on whether or not Users are logged in. Checking the Internal box next to a section will only display that Section and the Labels it contains when Users are logged in. Leaving it unchecked will show the Section and Labels regardless of whether Users are logged in or not. - We updated the behavior of inserting an Article as a link so the link stays in line with the rest of the text and does not break to a new line. - We updated the default URL when you clone an Article. Instead of using the backend ID of the article, the default URL will now be the title of the Article with "-CLONE" added to the end of it. - We fixed a bug where you needed to refresh the page after performing certain bulk actions in Knowledge Home. - We fixed a bug where the Save button was disabled in the Article editor after pasting an image. - We fixed a bug where new Labels were not immediately showing up as available when editing or creating new Articles. - We added the Session Timeout Warning modal to the External Knowledge Library so if you are logged in and your organization is set up to log you out after a specified idle time, you will now see the same modal you see in the platform. - We updated the styling of the Session Timeout Warning modal to be ADA-compliant. - We fixed a bug where the toolbar that appears in the editor when you select an image, video, etc, disappears when you scroll. - We improved the behavior of removing a Label avatar. If you have any Labels on your home page that do not have custom avatars or had their custom avatars removed, only the label text will be displayed. We also updated the Edit Label modal to streamline the workflow of changing Label avatars so you can just select the image you want rather than having to first click Browse, then Upload. - We made updates to the content of an Article when in the view state for ADA compliance. The Article now has an accessible name, paragraph styling now matches the editor and external library, and all interactive content is reachable and operable by keyboard. - We removed the search bar at the bottom of the Articles list in Knowledge Home since we already have a search bar in the header. # Integrations & APIs We added new API v3 endpoints to allow a user to create webhooks via APIs. # Messenger We fixed a bug where disabling and re-enabling a Messenger (Web Connect) channel would remove any configured Availability settings. # Virtual Assistants We fixed the issue on Virtual Assistants which was causing Training Failure for some of the entity types. # Reporting & Dashboards - We fixed an issue with Reports where exporting and downloading reports were empty when built with custom fields. - We added user email, first name, and last name as part of reporting fields on our dashboards. Alan Finlay 3 years ago5/31/2023 [**Deprecation Notice: Connect Application on iOS, Android, Poynt, Clover**](https://changelog.ovationcxm.com/deprecation-notice-connect-application-on-ios-android-poynt-clover-mU0Te) As OvationCXM grows and evolves, we have shifted our mobile focus from generally available support applications to more flexible, configurable, and developer-friendly mobile support SDKs to provide you with the ability to design and implement the exact customer experience you want to deliver on mobile. With this in mind, we have decided to deprecate our Connect mobile applications on iOS, Android, Poynt, and Clover. Effective June 30, 2023, the mobile applications will be removed from the Apple App Store, Google Play Store, Poynt Marketplace, and Clover Marketplace. The application will continue to function until September 30, 2023, at which point it will be shut down. To facilitate a smooth transition, we recommend taking the following actions: 1. **Remove References to Connect**: Identify all references to downloading the Connect application on your website and documentation and remove these references. 2. **Migrate to Mobile SDKs**: If you still use the Connect application to support your customers, you can use our mobile SDK to create more integrated and customized experiences for your customers on [iOS](https://github.com/goboomtown/support-sdk-ios), [Android](https://github.com/goboomtown/support-sdk-android), or [Cordova](https://github.com/goboomtown/support-sdk-cordova). If you are interested in our SDK for Clover, please contact us. 3. **Reach out for assistance**: If you encounter any challenges during the migration process or have questions regarding our SDKs, our support team is ready to assist you. Feel free to contact us through our support channels, and we will be glad to help you. We understand that these changes may require some effort on your part, but we believe they will contribute to a more robust and streamlined experience within OvationCXM. By deprecating these mobile applications, we can focus our resources on enhancing other areas of our product to better serve your needs. Thank you for your understanding and cooperation as we continue to improve OvationCXM. We are confident that the updated mobile experiences will provide you with a more efficient and secure platform. If you have any questions or concerns, please don't hesitate to contact us. Alan Finlay 3 years ago5/31/2023 [**OvationCXM API V3 for Service Provider Organizations**](https://changelog.ovationcxm.com/ovationcxm-api-v3-for-service-provider-organizations-rp7wY) We are excited to announce the latest update to our V3 API suite. This update will allow the service providers orgs to utilize a subset of API endpoints on behalf of one or many standard organizations in their ecosystem. This feature enhances the flexibility and functionality of OvationCXM, enabling service providers to interact with customer data efficiently. Please read below for more details on this update. The OvationCXM API has been enhanced to provide a subset of endpoints for service provider organizations. While the API was initially designed for standard organizations to interact with their data, this new functionality allows service providers to perform certain actions on behalf of a standard organization. To take advantage of this use case, the following conditions must be met: 1. The standard organization, on whose behalf the service provider is acting, must be the rightful owner of the customer data being accessed. 2. An ecosystem relationship between the service provider organization and the standard organization must be defined within CXMEngine. **New HTTP Header: X-Boomtown-OBO** To utilize the subset API endpoints, service provider organizations are required to include an additional HTTP header in their API calls. The header, `X-Boomtown-OBO`, should contain the unique ID of the standard organization on whose behalf the API calls are being made. This ensures proper authorization and linkage between the service provider and the associated standard organization. Please note that the availability of specific endpoints and their functionalities may vary based on the subset API access granted to service provider organizations. We believe that this feature enhancement will greatly benefit service providers by enabling them to offer more comprehensive and efficient services to their customers. It strengthens the collaboration between service providers and standard organizations, fostering a seamless customer experience. For more information on how to implement and utilize the subset API access for service providers, please refer to the updated API documentation and guidelines provided by OvationCXM. If you have any questions or require further assistance, please don't hesitate to reach out to our support team. Best regards, The OvationCXM Team Prayas Tiwari 3 years ago5/26/2023 [**Deprecation Notice: Transitioning from API v2 Suite in OvationCXM**](https://changelog.ovationcxm.com/deprecation-notice-transitioning-from-api-v2-suite-in-ovationcxm-ihKYE) As part of our commitment to delivering a secure and efficient platform, we constantly review and update our offerings. With this in mind, we have decided to deprecate the v2 APIs within the OvationCXM platform. Effective September 1, 2023, API v2 will be deprecated. Please note that once these APIs are deprecated, we will no longer provide technical support or further updates for them. If you are not using any of the v2 APIs, you can safely ignore this message. Otherwise, updating your integrations and applications to leverage the latest API versions available within OvationCXM is essential. To facilitate a smooth transition, we recommend taking the following actions: 1. **Update your integrations**: Identify all instances where the deprecated APIs are being used and update them to utilize the recommended alternatives. Our documentation and developer resources will be updated to guide you through this process. 2. **Test and validate**: After making the necessary changes, thoroughly test and validate your integrations and applications to ensure they function as expected with the new APIs. This step is crucial to maintain seamless operation and avoid any disruptions to your workflows. 3. **Reach out for assistance**: If you encounter any challenges during the migration process or have questions regarding the updated APIs, our support team is ready to assist you. Feel free to contact us through our support channels, and we will be glad to help you. We understand that these changes may require some effort on your part, but we believe they will contribute to a more robust and streamlined experience within OvationCXM. By deprecating these APIs, we can focus our resources on enhancing other areas of our product to better serve your needs. Thank you for your understanding and cooperation as we continue to improve OvationCXM. We are confident that the updated APIs will provide you with a more efficient and secure platform. If you have any questions or concerns, please don't hesitate to contact us. Prayas Tiwari 3 years ago5/19/2023 [**Training Flow for Unhandled Phrases on Virtual Assistants**](https://changelog.ovationcxm.com/training-flow-for-unhandled-phrases-on-virtual-assistants-1fjLW0) ## Hello, OvationCXM world! We are thrilled to announce the release of the Topic Modeling Flow for training unhandled responses in the OvationCXM Virtual Assistant. Unhandled responses are phrases that your customers type when interacting with a Virtual Assitant that don't match to a response you have defined. The following feature is now available under the clustering section on the VA navigation panel. This innovative feature empowers users to enhance the VA's understanding and response accuracy by leveraging advanced clustering and modeling techniques to efficiently organize and train unhandled conversations. ## **Overview:** The Topic Clustering Flow is a powerful feature that empowers users to efficiently train unhandled and missed user responses. With this feature, our state-of-the-art AI embedding model will create clusters of unhandled phrases for users to map them to intents, and train the system for improved response accuracy. ## **The Flow:** ## Key Features: Cluster Creation: The Topic Modeling Flow automatically generates and names the clusters of unhandled phrases. By clicking on "Populate Clusters," users can quickly view and organize unhandled responses based on common topics and patterns. Users can also manually create new clusters to categorize relevant unhandled phrases into it Cluster Details and Metrics: Users can access a dedicated view that provides comprehensive information about each cluster. This includes overall impact metrics, top keywords, the status of each cluster, and the intent it is mapped to. This overview helps users understand the relevance and importance of each cluster. Phrase Acceptance and Rejection:Users can review the phrases within each cluster and accept or reject them accordingly. Accepting a phrase indicates that it should be mapped to the associated intent while rejecting a phrase excludes it from the training process and maps it to an ignored phrases pool. Cluster Management: Within the cluster view, users have the flexibility to perform various actions. They can rename clusters, map them to specific intents, and interact with the phrases within each cluster. Drag and Drop Functionality: To further customize the clusters, users can easily drag and drop phrases from one cluster to another. This feature allows for intuitive organization and refinement of the unhandled responses. Training Process: Once all the clusters are prepared, users can initiate the training process. This step ensures that the phrases within each cluster are properly mapped to the corresponding intents. After training, the system is reset and ready for the next round of virtual assistant training. ## Benefits: Enhanced Training Accuracy: By mapping phrases to specific intents and training the system, users can significantly improve the Virtual Assistant's response accuracy. This leads to a more seamless and satisfactory user experience. Efficient Cluster Management: The Topic Modeling Flow simplifies the organization and management of unhandled responses by automatically creating clusters based on similar topics. Users can easily navigate and interact with clusters, saving time and effort. Intuitive User Interface: The drag-and-drop functionality and user-friendly cluster view make it straightforward for users to customize and refine the clusters according to their requirements. Streamlined Training Process: The automated training process ensures that phrases are accurately mapped to intents, eliminating manual intervention and reducing the risk of errors. We are excited to introduce the Topic Modeling Flow in the OvationCXM Virtual Assistant and we would appreciate your feedback as we continue to enhance our VA platform. For more information or assistance, please contact our product team at **product@ovationcxm.com**. **Note:** This release note provides a high-level overview of the Topic Modeling Flow features. For detailed instructions on how to utilize this feature, We will be adding relevant knowledge articles and documentation. Vaibhav Gupta 3 years ago5/17/2023 [**Deprecation Notice: Upcoming Changes to OvationCXM APIs**](https://changelog.ovationcxm.com/deprecation-notice-upcoming-changes-to-ovationcxm-apis-24piiA) As part of our commitment to delivering a secure and efficient platform, we constantly review and update our offerings. With this in mind, we have decided to deprecate certain APIs within the OvationCXM platform. Effective from September 1, 2023, the following APIs will be deprecated: 01. /api/v3/customers/password\_reset 02. /api/v3/customers/users/sso/{user\_id} 03. /api/v3/customers/sms\_invite 04. /api/v3/org/users/sso/{user\_id} 05. /api/v3/reports/technicians 06. /api/v3/reports/org 07. /api/v3/reports/kpi\_issues\_by\_geography 08. /api/v3/reports/kpi\_average\_time\_to\_scheduled 09. /api/v3/reports/kpi\_parner\_owned\_issues 10. /api/v3/reports/kpi\_time\_onsite\_by\_location 11. /api/v3/reports/kpi\_issues\_by\_location 12. /api/v3/reports/kpi\_active\_support\_minutes 13. /api/v3/reports/kpi\_issues\_time\_to\_completion 14. /api/v3/reports/kpi\_issues\_remote\_vs\_onsite 15. /api/v3/reports/kpi\_issues\_by\_category 16. /api/v3/reports/kpi\_issues\_over\_time 17. /api/v3/reports/kpi\_open\_issues 18. /api/v3/reports/kpi\_issues\_by\_age Please note that once these APIs are deprecated, we will no longer provide technical support or further updates for them. If you are not using any of the above-mentioned APIs, you can safely ignore this message. Otherwise, it is essential to update your integrations and applications to leverage the latest versions and functionalities available within OvationCXM. To facilitate a smooth transition, we recommend taking the following actions: Thank you for your understanding and cooperation as we continue to improve OvationCXM. We are confident that the updated APIs will provide you with a more efficient and secure platform. If you have any questions or concerns, please don't hesitate to reach out to us. Prayas Tiwari 3 years ago5/8/2023 [**Thinkrelay.com Domain Deprecation - September 1, 2023**](https://changelog.ovationcxm.com/thinkrelay.com-domain-deprecation---september-1-2023-4qRddK) **\[Action Required for users of api.thinkrelay.com\]** OvationCXM is in the process of sunsetting the thinkrelay.com domain in conjunction with our move to Google Cloud Platform and as required under trademark law. The final outstanding reference to the thinkrelay.com domain is the use of api.thinkrelay.com. If you are not using api.thinkrelay.com you can safely ignore this message. If you are actively using api.thinkrelay.com, we ask that you please update any api.thinkrelay.com references to api.goboomtown.com as soon as possible. A few years ago we implemented forwarding so that calls to api.thinkrelay.com automatically route to api.goboomtown.com, so the change is minimal. We have everything configured so it will be a simple find-and-replace exercise to update the references. Firewall rules will still work without any updates because the IP address is the same. We would be happy to schedule a call with you to assist with the update. **We are targeting a full shutdown of the api.thinkrelay.com hostname on September 1, 2023.** If you have any questions or concerns, please contact your account manager or email us at product@ovationcxm.com. Alan Finlay 3 years ago5/4/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-4iUawU) _Release Date: 05/18/23_ # CX Manager ## Cases - Updated the Daily Digest email content to be more useful and scannable - Made several performance improvements related to setting Cases to Waiting and the corresponding events that display in the Case Event timeline - Fixed a bug where an Event was missing on the Event timeline whenever a Case changed from Waiting to Ready - Fix a bug where setting a Case to Waiting for a specific time duration did not always return that Case to Ready after the time was reached ## Automations - Fixed a bug in the Automation Engine where emails were not being sent to the specified emails in the "Send to Others" field on the Send Email action ## Navigation - Fixed an issue where the text in the main navigation selector dropdown on small screens was being cut off # Knowledge We made several updates to the internal and external facing screens, focusing on ADA compliance. - Accordions in an Article are now accessible and operable using your keyboard to comply with ADA regulations - We updated the color and styling of the Chat Case Tiles to adhere to our new color scheme and for ADA compliance - We updated the color and styling of the Phone Case Tile to adhere to our new color scheme and for ADA compliance - We updated the colors of tags, chips, and badges to comply with ADA regulations - We removed the duplicate search field from the bottom pagination bar on Article lists - The search button on the External Knowledge home page is now right-aligned and focused after the input field in order to comply with ADA regulations - We have added an ADA-compliant skip link to the header of External Knowledge Libraries that allows keyboard users to jump straight to the main content - We made links that open in new tabs in Articles viewed in the External Knowledge Library ADA-compliant by adding an aria-label that announces the visible text in the link as well as "opens in a new window" - We removed the announcement of the line separating the header from the rest of the page in the External Knowledge Library to comply with ADA regulations - We removed the logo and search buttons in the header of the external library from being announced as a list to comply with ADA regulations - We updated the banners pinned to the bottom of Articles when you were viewing an Internal Article or previewing a Draft in the External Knowledge Library. There are now alerts above the title of the Article that are ADA compliant. - We updated the Logo in the External Knowledge Library header to be ADA compliant by addressing its structure and the way it is announced by screen readers - We updated the structure of Article links when viewing a Label page in the External Knowledge Library to be ADA-compliant by removing the sub-title from the link text - We updated the structure of subtitles and timestamps when viewing an Article in the External Knowledge Library to make them ADA-compliant by removing their heading designations - We updated the way Sub-labels are announced when viewing a Label page in the External Knowledge Library to be ADA-compliant by only announcing them as a list when there are more than 1 displayed on the page - We fixed a bug where Tags displayed on Article cards in Knowledge Home looked like they were clickable # Integrations & APIs ## APIs - Fixed a bug where the APIv3 Move Locations endpoint was not moving the custom fields for the location and contacts object. # Admin & Settings - Fixed a bug where users we unable to add more than 32 teams to a Tag. Users can now add up to 50 teams. - Fixed a bug where only default fields and ecosystem custom fields were showing in the Layout previews in Settings. Non-ecosystem custom fields will now also appear. Alan Finlay 3 years ago4/14/2023 [**Sentiment Analysis on Virtual Assistants**](https://changelog.ovationcxm.com/sentiment-analysis-on-virtual-assistants-2dr9Sg) Hello, **OvationCXM** world! We’re pleased to announce a new feature for OvationCXM Virtual Assistants: Sentiment Analysis! This new capability provides valuable insights into the conversations your virtual assistant (VA) is having with customers. Our Sentiment Analysis feature offers an effortless and accurate way to measure customer sentiments. It uses a combination of natural language processing and artificial intelligence to classify the conversations into three emotions: - **Positive** - **Negative** - **Neutral** Now with Sentiment Analysis as part of OvationCXM’s VA Analytics suite of tools, you can better understand customer sentiments that can be used to improve customer engagement and drive operational efficiency. We are adding visualization on the VA Analytics dashboard to quickly and easily understand the sentiment of your customers’ conversations with your virtual assistant. Some of the visualizations we have added: **1\. Overall Customer Sentiments:** To provide an overview of the overall sentiments of the customers talking to VAs. It will enable you to get the full view of your customers' experience chatting with your virtual assistants. **2\. Sentiments on Cases:** To connect the user sentiments on VA conversations with the Cases they relate to. This will provide valuable analytics on how the sentiment of users impacted each case resolution. **3\. Sentiment of Specific User Messages:** To get a granular understanding of each message and the user sentiment at that time. This will help you to identify and analyze particular messages and why the occurred so you can better handle similar messages in the future. **4.** **Sentiments on Intents, Entities, and Flows:** To provide analytics on customer sentiments with each VA intent, entity, or flow created. This will help you improve the particular intents, entities, or flows that are creating more negative sentiments and promote the ones that are creating positive sentiments. ## Rollout Plan: We will be adding the Sentiment Analysis Visualizations on the Virtual Assistants Analytics Dashboards following the 4/18 release. Please email [product@ovationcxm.com](mailto:product@ovationcxm.com) if you would like access to User Sentiment graphs on your VA Analytics Dashboard. Vaibhav Gupta 3 years ago4/7/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-3SKB7G) _Release Date: 04/18/23:_ Starting with this release, we shifted to monthly software releases. Here are the updates going live with this release: # CX Manager - Fixed a bug where the phone screen pop icon was sometimes routing the User to an incorrect case - Fixed a bug where Users were receiving an error message after editing and saving Form responses - Reduced load times for screens containing Customer data # Knowledge - We are excited to announce a new feature that allows users to restore Previously Published versions of Articles as editable Drafts. With this update, you can easily retrieve any version that you have published in the past and restore it as a Draft for further editing and/or publishing. If you already have a Draft version of the Article, you will receive a prompt letting you know that restoring the Previously Published version will delete your current Draft. - We updated the way Insert Articles look in the new editor. If you insert an Article and do not choose to embed it, there will be a link to the Article that looks and behaves the same way inserting a link would. If you embed the Article, you will be able to see the entire embedded Article as if you were viewing it in the external Library. - Added a Load More button to the Version Picklist when in the view state of an Article. This will improve overall load times by limiting the list to 25 versions.  If you have more than 25 versions of an Article, you can click on the Load More button at the bottom of the list to access the remaining versions. We also fixed a bug where the Published and Draft versions were not always listed at the top of the list. - Added the ability to delete the entire Article to the _more options_ menu when you are in the view or edit state of the Article - Fixed a bug where inserting a file into an Article was not displaying the name of the file - Fixed a bug where the Labels section while editing an Article would sometimes get stuck in a loading state. The issue was occurring due to Sub-labels not being deleted completely. We improved the behavior of deleting Labels and Sub-labels. - Fixed a bug where Users were sometimes being logged out due to inactivity without receiving a notification - Fixed a bug where archived Articles were appearing in the list of selectable Articles when inserting an Article # Virtual Assistants We are excited to announce the launch of our Topic Modeling update to our Virtual Assistants, which will allow you to easily enhance and fine-tune how your Virtual Assistants respond to customer inquiries. We will share a full detailed post on topic modeling soon, but here is a preview of the new functionality: - Added a default view page to review each individual cluster. This page will enable users to get relevant information/analytics on each of the phrases, select/ignore phrases, rename the cluster and map the cluster to relevant intents for training. - Created a new page under "Clustering" section of Virtual Assistants to run the Topic Modeling flow which automatically creates the clusters with unhandled user responses for mapping them to VA Intents. - Added a default view page to review all the created clusters under "Clustering" section of the VAs. The page will enable users to get relevant information, select/ignore phrases under each cluster and map the cluster to relevant intents for training. - Integrated BERT Topic Model with our VA classification models to capture, classify and train any unhandled/unclassified user responses - Added a static Ignored cluster which will collect all the user-ignored phrases. The following Ignored cluster can also be mapped to an Intent - Added the capability to collect the user responses from Messenger instances as training data for the Topic Model - Added Cluster Table Creation functionality where Topic Model will group the unhandled responses into relevant clusters and populate the tables with the generated cluster details - Fixed an error, which sometimes prevented the Bots Activity table from successfully loading on the Analytics Dashboard # Connectors & APIs - Fixed a bug where the customers/location/get endpoint on APIv3 was not returning the filtered location # Admin & Settings - Fixed a bug where adding conditional logic to Custom Fields on Case and Location layouts was not working as expected. You should now be able to apply Show/Hide logic to Custom Fields based on one or more requirements. - Fixed a bug where all of the text became distorted after creating a new Tag in Settings - Fixed a bug where Users were allowed to update Tags with Teams that they were not on # ADA WCAG 2.1 We made several color and styling enhancements throughout the platform to continue on our path of becoming ADA WCAG 2.1 compliant. These color and styling updates were applied to input fields, switches, the main navigation menu and dropdown, text, and button borders. Alan Finlay