Updates & Bug Fixes

Release Date: 10/15/24:

CX Manager

• We fixed a bug where sometimes navigating from a Case back to the Cases list screen would show the correct View but the Cases would not be properly filtered.
• We fixed an issue where the Case Resolution field on the Details panel would show as "Completed" when a Case was resolved as "Unresolved".

Virtual Assistants

We launched a beta version of our voice and chat generative AI agents. If you are interested in learning more or seeing a demo, please let us know.

Reporting & Dashboards

We fixed an issue where dashboards were not being updated on the expected timeline, leading to stale data.

Admin & Settings

• We fixed a bug that was preventing picklist values from being deleted from custom picklist fields.
• We fixed an issue where adding new picklist values to a custom picklist field would sometimes remove other values in the list.
• We fixed an issue where users sometimes saw a "Seems you hit a wall" error on the Layout screen within Settings.

Release Date: 09/17/24:

Introducing the Jira Service Cloud Connector for OvationCXM

We are excited to announce the latest addition to our OvationCXM platform - the Jira Service Cloud connector. This new feature aims to enhance the customer service experience by seamlessly integrating the powerful capabilities of Jira Service Cloud with the robust customer experience management platform of OvationCXM.

So, what exactly does the Jira Service Cloud connector offer? Let's dive into its key features:

1. Move Tickets from Jira to OvationCXM: With this new connector, you can easily move tickets from Jira to OvationCXM Cases automatically. This eliminates the need for manual data entry and ensures that all customer interactions are seamlessly captured in one centralized platform.

2. Auto Match to a Customer: One of the most time-consuming tasks in customer service is manually matching customer information with their respective cases. With the Jira Service Cloud connector, this process is automated based on your unique IDs, saving you valuable time and effort.

3. Picklist mapping
Use our picklist mapper to map the complicated picklists between the two platforms, including status or resolution codes.

Interested in using the new Jira Connector? Reach out to your account manager today to get access.

Release Date: September 2024:

CX Manager

• We improved our connection to our communication servers with enhanced indicators during the (re)connection process and we added additional automatic retries if the connection is lost. This will help improve the overall stability of sending communications from CXME and will make it more clear when a connection is not strong and will alert the user to this issue.
• We fixed an issue where the screen was not fully updated when a user navigated to a new Location under a single Customer profile.
• We fixed an issue where creating a new Customer within the Case creation flow would result in an error.
• We fixed an issue where the Default Team was not being properly added to Team Associations when creating a new Location with no Team Associations selected.

Reporting & Dashboards

We fixed an issue in Reports where the Status filter would display a numerical number rather than the actual name (string) of the status selected by the user.

Release Date: 08/29/24:

CX Manager

• We fixed an issue where the scroll bar didn't work on the left folder navigation under Reports.
• We fixed an issue where navigating to the Events timeline immediately after creating a Case could sometimes display a blank panel.
• We fixed an issue where the browser tab title would sometimes display the wrong screen name.

Knowledge

We fixed a bug where Users were periodically being logged out without any notification. We also added a confirmation modal to let Users know they have been logged out instead of just taken directly back to the login screen.

... (Content continues to follow a similar structured format with updates and fixes for various features and modules.)

Release Date: 06/25/24:

CX Manager

• We fixed an issue where opening a Case from the Chat Tile would sometimes display the Contact field on the Case Details screen as blank.
• We fixed a problem where users with admin permission sets were unable to delete workflow rules and log errors.

Knowledge

• We fixed an issue where Articles were sometimes not rendering inside the Solutions panel on the CX Manager screen due to increased security restrictions.

Conclusion

This series of updates highlights continued improvements across the platform, emphasizing bug fixes and enhancements in user experience.