2 years ago6/25/2024

Updates & Bug Fixes

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, even when a Contact was assigned to the Case. The Contact field will now always populate when opening a Case from a Chat Tile.
• We fixed an issue where a user creating a new Case using the global Create Case button from an existing Case would see the Case Details from the previous Case while selecting the Customer for the new Case. The Case panel will now be blank while going through the Create Case workflow.
• We fixed a bug where navigating from an open to a closed Case would periodically show the messages from the previous Case. Now when you access a Closed Case, no messages will show in the communications panel and the communications will be available in the Transcript files on the Case.
• We fixed an issue where users would paste a new Case link into the URL bar and press enter while currently on a different Case and the case screen would not update to the new Case. Now the user will be directed to the new Case after entering a case URL and pressing enter.
• We fixed an issue where the Events panel on a Case would periodically fail to load the events.
• We fixed an issue where users would periodically experience inconsistent loading of Case details and communications while navigating between multiple chats via the chat tiles.
• We fixed an issue where a user seraching for a Case Ref ID in the global search bar would see 'undefined' in the search results when they navigated to the Cases tab. Users will now see the correct matching case(s) when navigating to the Cases tab on global search results.
• We fixed an error where some users on Windows using version 126.x of Chrome would experience a fatal error when opening and creating Cases inside CXME.

Knowledge

• We fixed an issue where after bulk editing Knowledge Articles, the order of the list would change, but the order of the selected Articles would remain the same. Now after you bulk edit Articles, the selected Articles will remain the same. This will make it easier to make multiple bulk edits in a row to the same Article set.
• We fixed an issue in the Article Editor where using shift + arrow keys or ctrl + shift + arrow keys was not properly highlighting text.
• We fixed an issue in the Article Editor screen where a user was unable to press the left arrow key at the beginning of a line to go to the end of the line above it.

Settings

• We fixed an issue where after a user accessed Alert Templates in Settings and then navigated to My Profile, they ran into an error requiring a page refresh.

Alan Finlay

2 years ago6/3/2024

ADA WCAG 2.1 Compliance

Releasing June 2024

We're excited to announce that our product is now fully compliant with the Web Content Accessibility Guidelines (WCAG) 2.1 at the AA level, following the guidelines set forth by the Americans with Disabilities Act (ADA). This achievement signifies our commitment to providing an inclusive and accessible experience for all users, regardless of their abilities. This work applies to the Knowledge, Reports, Settings, and Messenger products.

What does this mean for you?

By achieving ADA WCAG 2.1 compliance, our product offers a variety of benefits for users with disabilities, including:

• Improved Color Contrast: Enhanced color contrast ensures text and graphics are clearly visible for users with low vision or color blindness.
• Enhanced Screen Reader Compatibility: Our product now seamlessly integrates with screen reader software, allowing users who are blind or visually impaired to navigate and interact with the content effectively.
• Optimized Keyboard Navigation: Full keyboard navigation allows users to access all features and functionalities without relying on a mouse. This is particularly helpful for individuals with motor impairments or who use assistive technologies.
• Clear and Concise Language: We've strived to use clear and concise language throughout the product, making it easier for users with cognitive disabilities to understand the information presented.

Benefits of ADA Compliance

Beyond its ethical importance, ADA compliance offers several advantages for your organization:

• Increased User Base: A more accessible product opens doors to a wider audience, potentially increasing your user base and customer satisfaction.
• Reduced Legal Risk:  WCAG compliance helps mitigate potential legal risks associated with accessibility lawsuits.
• Enhanced Brand Reputation:  Demonstrating a commitment to accessibility strengthens your brand image and positions you as a leader in inclusive design.

We believe that everyone deserves an equal opportunity to access and benefit from our product. This update reflects our ongoing dedication to creating a user-friendly and inclusive experience for all.

For any further questions regarding our ADA WACG 2.1 compliance, please don't hesitate to contact our support team.

Alan Finlay

2 years ago5/20/2024

Journeys API Activity | Connecting Journeys with Third Party Systems

We are excited to announce the addition of a new activity type in our Journeys product: API Activity.

This powerful new feature significantly enhances the functionality and flexibility of the Journey builder. Users can now seamlessly integrate external APIs into their journey flows, enabling the automation of data transfers and actions between OvationCXM and third-party systems directly from Journey Timelines. This integration ensures smoother operations, reduces manual intervention, and ultimately leads to faster and more efficient customer service.

Sample Flow:

1. Creating an API Endpoint with API Library

2. Adding the API Endpoint as API Activity on Journey Builder

3. Journey Timeline Progressing with API Activity on a Case

Key Features:

• Integration with API Library:API endpoints created from the API library are now available as activities within the Journey builder. This allows users to seamlessly incorporate API calls into their journey flows and enables them to send data from OvationCXM to any third-party system. This feature supports various business processes by automating data updates and actions without requiring agents to log into external systems.
• Configuration and Customization:Users can choose from various Cases, Customer, Contacts, and Locations data fields to map as part of the data payload sent through the API endpoints. These fields are automatically populated from the data retrieved from the Case to which these Journeys are attached for a customer.
• Automated Journey Progression:The Journey automatically progresses once the API activity is completed. This ensures a smooth and efficient workflow, enhancing the overall experience for both internal agents and customers.

Use-Case Examples:

• Automatically provision a customer account when they sign the necessary forms.
• Directly send required customer data to a KYC platform for validation.
• Keep your internal systems in sync with the latest customer information.
• Update your pipeline in Hubspot for sales team visibility when the onboarding is complete.
• Trigger an AdobeSign document to be sent to the customer as part of their sales or activation journeys.
• Trigger an email campaign on Marketo as part of your marketing outreach.
• Create and send shipping labels for a product that needs to be delivered.
• Schedule a training session via Calendly as part of your go-live activation.
• And many more..

These use cases illustrate the versatility and power of the API Activity feature, enabling seamless automation and integration across various platforms and workflows.

Benefits:

• Increased Efficiency: Agents no longer need to log into third-party systems to update data or trigger actions. API Activity handles these tasks automatically, saving time and reducing the potential for errors.
• Improved Customer Experience: By automating data transfers and actions, customers receive quicker and more accurate service, leading to higher satisfaction levels.
• Enhanced Business Value: Organizations can streamline their operations and ensure that all necessary data updates and actions are performed consistently and accurately through automated workflows.

We believe that the API Activity will significantly enhance your workflow capabilities and improve the overall efficiency of your processes. As always, we are committed to providing you with the best tools to support your business needs.

Roll Out Plan:

The following feature is part of our New Journeys Suite. We are 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.

Thank you for choosing OvationCXM!

Vaibhav Gupta

2 years ago4/26/2024

Updates & Bug Fixes

Release Date: 05/16/2024:

Knowledge

This release enhances the accessibility of interactive elements across the Knowledge editor, ensuring consistent and clear announcements through screen readers. All checkboxes, toggle switches, buttons, input fields, and other controls now properly announce their names, roles, values, and available actions when focused. This includes elements like the Restore button on previously published versions, checkboxes in filter menus, title/subtitle fields, embedded article options, token insertion, thumbnail navigation in File Manager, and related article controls. Proper keyboard accessibility has also been implemented for previously inaccessible components. These improvements align with WCAG 2.0 guidelines for providing programmatically determinable information, allowing users to effectively understand and interact with on-screen elements through assistive technologies. The standardized announcements create a more inclusive and seamless experience for all users.

This release further enhances the accessibility of interactive elements throughout Knowledge Home by standardizing announcements for screen readers and other assistive technologies. Clear buttons in filters now convey their associated actions. The Page field at the bottom of the list is accessible via keyboard with proper announcements. On the Templates page, the clear button in the search bar, column headers, and row actions are all properly announced. When modals open, the auto-focused close button correctly states its purpose. The buttons within modals like Clone, Archive, and Delete are accurately labeled for clear communication. These improvements ensure users can effectively perceive the available interface components and interactions through auditory cues, aligning with WCAG 2.0 guidelines around providing programmatically determinable names, roles, and values. The consistent and descriptive announcements create a more inclusive experience across all user workflows.

This release standardizes the announcements for interactive form fields throughout Knowledge Home, improving accessibility for users of screen readers and other assistive technologies. Dropdowns like Libraries, Status, Visibility, Tags, Products, and Shared With now properly announce their label, role as a collapsed or expanded listbox, current selection state, and available operations like text editing or navigating options. This consistent pattern of "Label, Role, State, Operation" ensures fields are comprehensively conveyed, allowing users to easily identify and interact with them solely through audio cues. These enhancements align with WCAG 2.0 guidelines for providing programmatically determinable name, role, and value information, creating a more inclusive and seamless experience across all user interfaces.

This release introduces significant improvements to the accessibility of the tree element across Knowledge. Previously, these interactive components did not adhere to WCAG standards for keyboard operability and screen reader announcements. With this update, the tree elements in the Details tab and the Insert Article modal when editing an article now fully comply with the recommended keyboard navigation patterns and programmatic announcements. Users can seamlessly traverse the tree structures, expand/collapse nodes, and understand the current context through clear and consistent screen reader feedback.

This release resolves multiple accessibility issues identified across Knowledge when using the JAWS screen reader. Checkboxes throughout Knowledge are now operable via keyboard and announced correctly by JAWS. When visiting a page within Knowledge that contains a table with JAWS enabled, pressing "T" properly announces the table contents. Additionally, all main pages (Knowledge, Reports, Settings) now have an H1 header that is announced when pressing "H" with JAWS on, helping users identify their current context. Lastly, the sub-menu options accessed through the three-dot menu throughout Knowledge are fully keyboard accessible and announced accurately by JAWS.

This release introduces significant enhancements to the accessibility of modals across the Knowledge, Settings, and Reports areas of the application. Previously, screen readers did not provide any announcements when modals were opened, limiting the ability for users relying on assistive technologies to effectively navigate these interfaces. With this update, the focus is now properly set to the first interactive element within each modal, and the modal's title is clearly announced.

We fixed an accessibility bug with the "Discard Changes" modal in the Knowledge editor. Previously, when using a screen reader, the modal's contents were announced incorrectly, with the title, description, and buttons being repeated multiple times. With this fix, the screen reader will now properly announce the modal's title and description, followed by each button's accessible name individually. This ensures users relying on assistive technologies can clearly understand the purpose of the modal and interact with its controls in a logical, streamlined manner.

Journeys

Over the next few weeks we will be rolling out the new version of our Journeys product. This will include access to the Journey API Activity powered by the API Library as well as new backend engine with improved reliability at scale.

Messenger (Web & SDK)

We updated Messenger to be loaded from a CDN, improving the load performance of Messenger on websites and in applications.

Reporting & Dashboards

We improved the loading performance for the reporting tables that power the Customer and Case data in our dashboards. This will ensure the dashboard data is updated on a more timely and consistent cadence.

This release addresses accessibility issues across the Reports section of the application Teams section in Settings by providing descriptive and unique labels for all interactive elements, ensuring compliance with WCAG 1.3.1 guidelines. Buttons such as "Add Team," "Search Filters," "Edit," "More Options," as well as various actions within team management modals like "Edit Team," "Add Hours," "Edit Additional Info," "Add User to Team," and "Add New User" now have clear labels that accurately convey their purpose. Additionally, the irrelevant tab label in the "Add New User" modal has been removed for clarity. These improvements create a more inclusive experience, enabling all users, including those using assistive technologies, to effectively navigate and interact with team-related settings and functionalities. The consistent labeling enhances the overall usability and comprehension of Reports interface.

Admin & Settings

We improved the performance of loading the Teams page under Settings.

This release addresses accessibility issues across the Teams section in Settings by providing descriptive and unique labels for all interactive elements, ensuring compliance with WCAG 1.3.1 guidelines. Buttons such as "Add Team," "Search Filters," "Edit," "More Options," as well as various actions within team management modals like "Edit Team," "Add Hours," "Edit Additional Info," "Add User to Team," and "Add New User" now have clear labels that accurately convey their purpose. Additionally, the irrelevant tab label in the "Add New User" modal has been removed for clarity. These improvements create a more inclusive experience, enabling all users, including those using assistive technologies, to effectively navigate and interact with team-related settings and functionalities. The consistent labeling enhances the overall usability and comprehension of the Teams interface.

This release addresses accessibility issues on the My Profile page in Settings, ensuring compliance with WCAG 1.3.1 guidelines for providing descriptive and unique labels across interactive elements. Previously, buttons such as "Edit contact info," "Switch role," "Add to team," and others lacked proper labeling, hindering users' ability to understand their purpose and relationships. Additionally, the "Back" and "Save & Exit" buttons on subsequent screens suffered from the same issue. With this update, all buttons now have clear, descriptive labels that accurately convey their functionality. The styling of the "Back" and "Save" buttons has been updated to align with the visual treatment of similar Settings options, further enhancing consistency and usability. These improvements create a more inclusive and seamless experience for all users navigating and managing their profile settings.

This release enhances the accessibility of the Knowledge settings interface by providing descriptive labels for interactive elements, addressing violations of WCAG 1.3.1 guidelines. On the main Knowledge page, the action buttons and search filters now have associated aria-labels for clear identification. When editing a Knowledge library, all buttons within that interface are properly labeled. Additionally, the "Browse" button for custom branding options has received an appropriate aria-label. These improvements ensure that all users, including those relying on assistive technologies, can effectively perceive and interact with the various Knowledge settings and configurations. The consistent labeling creates a more inclusive and comprehensible experience throughout this critical area of the application.

Alan Finlay

2 years ago4/1/2024

Updates & Bug Fixes

Release Date: 04/08/24:

CX Manager

Cases

• We improved the performance of creating new Cases and editing existing Cases.
• This release improves the visual consistency and clarity of chip displays across various components of the Customers and Cases pages. When viewing the Details tab of a Case, the Product chips now match the green shade used on Case Cards and in Knowledge, while Tag chips adopt the familiar blue color from those pages. Other chips maintain a uniform grey styling aligned with Knowledge. Crucially, chips in view states no longer include the "X" button, reserving that functionality for edit modes. Conversely, when editing a Case, all chips retain their designated colors (green for Products, blue for Tags, grey for others) and display the "X" button for removal. This update extends to Location details within Cases, ensuring Team chips follow the same grey styling without "X" buttons in view mode. These enhancements provide a cohesive and intuitive experience when interacting with case and location information.
• We fixed a bug related to the display of Collaborating Teams and Collaborating Users chips in the Case view state. Previously, these chips incorrectly showed an "X" button, which could be confusing or misleading when not actively editing the Case. With this update, the bug has been resolved by removing the "X" button from the Collaborating Teams and Collaborating Users chips when in the Case view state, reserving its functionality for the edit state only. Additionally, a consistent grey styling has been applied to these chips, aligning with the visual treatment of other Team and User-related chips across the application. This bug fix ensures a clear and intuitive user experience when viewing Case details.
• We added "BaaS" (Banking as a Service) to our Product categories.

Communications

• We continued to improve the logic for matching inbound email, phone, and SMS cases. You can find the full matching logic in this Article.
• We fixed an issue with the saved pdf communication transcripts on resolved cases where the customer’s name was showing as ‘Boomtown’ instead of the name of the Contact. The proper name will now show on the saved transcripts.
• We improved the performance of our email inbox integrations when processing emails with large file attachments.

Knowledge

• This release enhances keyboard accessibility and operability for various input fields across the Knowledge Home and Knowledge Edit pages. The remove chip buttons for Tags, Products, Shared With entities, Labels, Restrict Team access, and Share With Organizations have been relocated outside of the input fields, ensuring compliance with WCAG 2.1.1. Users can now seamlessly navigate to and interact with these chips using keyboard controls. Additionally, the ability to remove Team, Organization, Customer Segment, Product, Tag, and Search Term chips via keyboard has been implemented. This improvement ensures all interactive elements are accessible and operable solely through keyboard navigation, providing an inclusive experience for all users.
• This release further enhances the accessibility of interactive elements throughout Knowledge Home by standardizing announcements for screen readers and other assistive technologies. Clear buttons in filters now convey their associated actions. The Page field at the bottom of the list is accessible via keyboard with proper announcements. On the Templates page, the clear button in the search bar, column headers, and row actions are all properly announced. When modals open, the auto-focused close button correctly states its purpose. The buttons within modals like Clone, Archive, and Delete are accurately labeled for clear communication. These improvements ensure users can effectively perceive the available interface components and interactions through auditory cues, aligning with WCAG 2.0 guidelines around providing programmatically determinable names, roles, and values. The consistent and descriptive announcements create a more inclusive experience across all user workflows.
• This release improves the focus order and styling of focused elements on the Knowledge Edit page for an enhanced user experience. The focus state visibility issues with the Primary buttons (Edit, Restore, Save, etc.) and the Publish button have been resolved. Users can now clearly distinguish the focused element, as the focus state is no longer obscured or cut off at the top and bottom. This fix ensures a logical focus order and consistent styling across interactive components, adhering to the Web Content Accessibility Guidelines (WCAG) 2.4.3 for better accessibility and usability.
• This release resolves a focus trap issue in the Knowledge Edit page's Related Articles section when tabbing through elements in edit state with multiple manually added articles. Previously, users could get trapped within the clear buttons, unable to navigate further via keyboard. The fix ensures seamless tabbing throughout the page, adhering to WCAG 2.0 accessibility guidelines. Key improvements include setting the next focus after clear buttons to the "Search for Articles" dropdown, and the previous focus on Shift+Tab to the "Auto Generate" switch, allowing full keyboard accessibility compliance.
• We fixed an issue where Messenger was not always showing on external knowledge sites when configured from the Knowledge Settings screen.

APIs & Connectors

APIs

We added the getBy endpoints to the Product object. This allows organizations to lookup customers from unique IDs that live on the related Products that the customer users.

Connectors

• We added a new event when a Case is deleted. This will allow 3rd party connectors (e.g. Salesforce) to map and update the Case Status field when a Case is deleted in CXMEngine. Previously, a Case would fail to show it was deleted and would require manual intervention to close it out in the 3rd party system.
• We updated our Microsoft Dynamics connector to use the getBy endpoints. This allows more flexible customer matching options when syncing data to OvationCXM from Microsoft Dynamics.

Security

We continued to improve the security of the platform against cross-site scripting (XSS).

Alan Finlay

2 years ago3/3/2024

Updates & Bug Fixes

Release Date: 03/8/24:

CX Manager

Cases

• We fixed a bug where the Categories field on a Case was not displaying any options after a Case was set to Waiting. Now when a Case is set to Waiting, the Category field will populate with all available options when you edit the Case.
• We fixed a bug where inaccurate Location information was loading in column 1 when creating a new case. If you create a new Case and select a Location to create the Case under, that Location’s information will properly load in column 1.
• We fixed an issue where users that had the Edit All Cases Permission were receiving an error when accessing a Case that was not related to a Team the user was on. Now when a user has the Edit All Cases Permission, they will no longer receive an error access a Case owned by a Team they are not on.

Communications

• We fixed an issue where an inbound email would periodically update the Customer Name to the From email address when the email matched to an existing email address in an Organization’s data. Inbound emails will no longer update the Customer Name for any existing customers.
• We updated our inbound email restrictions to allow emails to create Cases when they have an Auto-Submitted: Auto-Generated header included. Previously we ignored these emails from creating cases to help prevent potential spam.
• We fixed an issue where inbound emails from existing customers were not always matching to the correct Customers, Locations, and Contacts. Note that if you have more than one instance of the same email address in your Contact list, it will not automatically match to the correct customer.
• We improved the customer matching logic for inbound phone calls to more accurately match to the correct Location when the phone number on the Location matches.
• We improved the customer matching logic for inbound SMS messages to ensure that an inbound SMS message from a customer attaches to the correct Customer, Location, and Contact when the relevant data is available in an Organization's CXMEngine instance.

Knowledge

• We addressed an ADA compliance issue in Knowledge by making sure all elements have a unique descriptive label.
• We improved the ADA compliance of the Knowledge home screen and article editor by making sure all buttons are accessible and operable by keyboard.
• We made sure that all elements on the Knowledge home page had appropriate focus state styling and that the focus order was appropriate for ADA compliance.

Integrations & APIs

• We added new 'getBy' endpoints to all core object APIs to enable users to lookup any record by custom field data. This will add additional flexibility to the inbound customer and case matching workflows and allow organizations to use custom fields (where field type = identifier) in addition to the External ID and MID fields.

Security

• We implemented a re-scan process for files that did not successfully complete virus scans on initial load.
• We improved security related to CORS header reflection.

Alan Finlay

2 years ago2/5/2024

Updates & Bug Fixes

Release Date: February 2024

CX Manager

• We fixed a bug where creating a Case from a Customer with 80+ locations would sometimes add the Case to the wrong location. If you have a Csutomer with 80+ Locations and create a new Case for one of those Locations, it will now get added to the Location you chose.
• We improved an issue where sometimes the Category dropdown was not working when editing a Case due to computer/network performance issues. The Category field should now be available when editing a Case even when performance is degraded. There are still a few workflows that can cause the Category field to show up blank and we are continuing to improve this.
• Previously, SMS surveys would be automatically sent when a Case was resolved and the Contact on the Case was missing an email address. Since there was no way to disable this automated SMS survey, we have disabled SMS surveys for all Cases. Surveys are still sent via email when that option is enabled.
• We fixed an issue where certain logos on email alert templates were showing as broken images rather than the actual image.

Knowledge

We added H2 tags (in addition to H1 tags) to the 'What's In This Article' quick jump component on the right side of Articles in external Knowledge sites.

Journeys

• We add added pagination on the Journey Template list view. Users can now navigate between different pages to access historic Journey Templates.
• We added dual visibility for Step names on the Journey Template Builder. Users can now see the public name of the internally assigned steps under the customer column and vice-versa. The aim is to provide a better understanding of how internal and customer-side Journeys Timeline will look once that journey is live.

AI

We are beginning to roll out our new customer summaries, powered by generative AI. These customer summaries aggregate data from every interaction you have had with a customer and provides a qualitative summary, overall sentiment, engagement level, and opportunities to improve the customer expereince. We will share more information on these summaries in the next post.

Security

• We added additional file scanning to all files uploaded to CXM Engine to identify malicious files and prevent attacks. We also blocked all javascript within PDFs to ensure they will not execute in previews.
• We improved the security of our application through an enhanced Cross-Origin Resource Sharing (CORS) policy.
• We improved the security of our application through enhanced cross-site scripting (XSS) controls.

Alan Finlay

2 years ago1/4/2024

Updates & Bug Fixes

Release Date: 01/26/24

CX Manager

Cases

• We launched Embedded Apps. You can now embed data from the third party system within CXME and access it directly from the CX Manager screen.
• We improved overall load times of the application by adding additional caching for certain library files.
• We fixed a bug where setting Cases to Waiting with a return date and time was not adhering to daylight savings time. Now, when you set a Case to Waiting and apply a return time and date, that time and date will adhere to daylight savings time when applicable.
• We fixed a bug where Cases were periodically returning from Waiting to Ready before they were supposed to.
• We fixed a bug where you were able to toggle between Card and Table view while in a Group By view on the Cases page that was breaking the view. We disabled those options while in that particular view and enabled them when you actually click on a Group and a list of Cases is displayed.
• We fixed an issue where the last activity was not showing on the right side of all Case Cards in a Case list. The Case cards will now show the latest event for the Case on the Card.
• We updated the list of Contacts in the Customer panel of the CX Manager screen to filter to the specific Location that you are viewing rather than showing all Contacts across all Locations under the Customer profile.
• We fixed a bug where the Insights on the My Work page were being displayed twice. Each Insight will only be displayed once on the My Work page.
• We fixed an issue where a chat tile would not disappear from a user’s screen when someone else on their team claimed that chat. This occured only when a user had specifically one chat tile in their chat tile list and it was claimed and the list should have gone to zero. Now when a chat is claimed by another user, the chat tile will disappear in all scenarios.
• We fixed a bug where sometimes the Categories dropdown was not working when editing a Case due to computer/network performance issues. The Categories field should now be immediately available when editing a Case even when performance is degraded.

Customers

• We fixed a bug where you were not able to create a new Customer while on the Customers page. Now, if you are on the Customers page and click Create > Customer, you will be able to create a new Customer.
• We optimized the list of Teams available in the Team Association field on a Location to increase the security of ecosystem connections.
• We fixed a bug where the Case counts in column 1 were incorrect when you were viewing a Location from the Customers page. The Case and Open counts will now accurately reflect the total number of Cases and Open cases assigned to the Location.

Journeys

• We Added functionality to close out a Journey. If a customer going through the journey churns out then the Journey can be closed for the customer. It will be part of Journey Analytics to provide insights on Journey completion rates and details on where customers are most commonly churning out from the Journey. You can read the full release notes here.
• We fixed an issue where the "Complete" checkbox on Tasks was still visible on the Journey Timeline even after that Task was canceled.
• We fixed an issue where we were showing Public Name of the Journey on Timelines attached to the cases rather than Internal name. Now internal timeline will have Internal Journey Name visible.
• We fixed a bug where the Journey Timeline would sometimes load the timeline from the previous Case.

Knowledge

• We fixed an issue with the Suggestions that appear in the external Knowledge library when you return zero search results. We removed the “Suggestions” heading from the unordered list of suggestions that follows for ADA compliance.
• We updated the Last Updated date format on external Articles from mm/dd/yyyy to Month Day, Year.

Messenger (Web)

• We fixed an issue in Google Chrome where Messenger would periodically disconnect from the chat and future chat messages would fail to send. This occured when Chrome would disable the tab and put it in an inactive state. We added new functionality to keep the chat session alive even when the tab goes inactive so that messages continue to send after the session is reactivated.

Tasks

• We fixed a bug that prevented users from selecting PM when adding a Task due date. You can now select AM or PM when adding a due date and time.

Salesforce Connector

• We added a toggle on the Salesforce integration to allow data to sync from all Teams across your Organization rather than being limited to a single selected Team. You can still optionally filter the connector down to specific Teams if desired.

Settings

• We removed the Auto Assign First Contact and Auto Assign Sponsor fields from Team settings.

Security

• We added additional security controls around user password encryption.
• We improved the security controls around cross-organization ecosystem Cases being created from the Phone API. Cases can no longer be created with cross-organization relationships when the Sponsor Team ID is left blank.

Alan Finlay

2 years ago12/20/2023

Journey “Close Out” Feature

We are thrilled to announce the release of the 'Journey Close Out' feature, a significant enhancement to the customer Journey management capabilities. This latest update allows users to proactively manage and close out customer Journeys directly from the timeline view, addressing the dynamic needs of both the business and its customers.

Key Features of the Journey Close Out:

Close Out from Timeline View: Users can now conveniently close out a customer's Journey directly from the timeline view. This is particularly useful in scenarios where a customer has churned from a Journey or when the Journey is no longer relevant to their needs.

Journey Analytics: The feature will also be part of robust Journey Analytics, providing critical insights into the overall Journey completion rate, the churn rate of Journeys, and the potential risk factors associated with each Journey.

Enhancements to Customer Journey Timelines:

• The 'Journey Close Out' feature empowers businesses to adapt their strategies in real time, ensuring that customer engagement remains relevant, efficient, and effective.
• By identifying and addressing churned or irrelevant Journeys, companies can refocus their efforts on the most impactful customer interactions.

Adding valuable Insights for Businesses:

Journey Completion Metrics: Track the rate at which customers complete their Journeys.

Churn Rate Analysis: Identify and address the reasons behind customer drop-offs in specific Journeys.

Risk Factor Assessment: Evaluate and mitigate potential risks associated with different customer Journeys.

Roll Out Plan:

The following feature is part of our New Journeys Suite. We are 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.

Vaibhav Gupta

2 years ago12/13/2023

Embedded Apps Launch

Today we are excited to announce a new feature in OvationCXM – the ability to embed an app into your customer experience platform. This new capability allows you to access sensitive data via an API without actually storing it within the platform itself.

Using this feature, you can get customer banking data, for example, without ever leaving OvationCXM. This means that you can now get the data you need to make better decisions, without compromising the security of your data. With this powerful new feature, you can quickly and easily access the data from an external API and display it alongside your case data in the solutions panel.

Key Features

• Connect with an external API.
• Set up your data mappings with a data grid view.
• Use your Embedded data alongside your customer and case data.

Roll-out Plan

The Embedded Apps product is currently in beta, allowing data embedding in the cases screen in a grid view. Reach out to your account manager today to get early access. If you have any questions about how to use the feature, please don't hesitate to reach out to our support team who will be happy to help.

Prayas Tiwari

2 years ago11/30/2023

Updates & Bug Fixes

Release Date: 12/12/23:

CX Manager

Cases

• We updated the sort order of Cases when a user clicks the View All button on the Case section of the Customer panel in a Case. Cases will now be sorted by created date with the newest created Cases at the top of the list.
• We improved the UI so the Location Block Card information (configured in Settings) is always displayed in the Customer panel of the Cases screen.
• We fixed a bug where setting the Category field to Required to Resolve in a Case Layout was not working properly. If you set the Category field to Required to Resolve, you will not be able to resolve a Case if that field is left blank.
• We fixed a bug where searching in the Cases search bar was returning no results when searching from a screen that has a Group By filter applied. You can now search from any Cases View and get search results returned.
• We fixed an issue where the last activity was not showing on all Case Cards in a Case list.

Communications

• We fixed a bug where SMS messages were able to be sent out from certain Organizations even if an SMS integration was not enabled. If your organization does not have an SMS channel enabled, you will no longer be able to add an SMS channel to a Case.
• We removed the automated bot messages in chats (for Support Cases) that users were not able to control.
• We improve the performance of loading chat messages in the communications panel

Knowledge

• We fixed a bug where some of the modals in the article editor were being cut off. All models will now appear centrally in the editor window so all information and actions are accessible.
• We improved the focus states of accordions and the headers in the “What’s in this article?” section when viewing an external Article. The focus state is now visible around the entire element. We also removed the focus state from text written using the Code format.

Journeys

• We added relative due dates to Tasks on a Journey to allow teams to have more control over the speed of progression of a Journey. The due date of the Task is set relative to when the Task is created.

• We created a Journey Summary component that visually summarizes where the Journey is in the overall process.

• We fixed an issue where the latest published revision of a Journey was not always visible on the Case Timeline view.

• We fixed an issue where the unsaved changes prompt in the Journey Builder was showing when no changes were being made.

• We fixed an issue in the Journey Builder that prevented more than 20 teams from showing in the Owner Team picklist when configuring a Task. You can now assign a Task from a Journey to any Team in your Organization.

APIs

We updated the /lookupByExternalId endpoints to use the context Organization and not the authenticated Organization. This enables Service Provider Organizations to match and update customer data on behalf of their partner organizations when granted proper access.

Security

We resolved several routine security vulnerabilities.

Alan Finlay

2 years ago11/13/2023

Tasks Analytics

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. 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

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

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 ago9/28/2023

Journey Analytics Launch

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 ago9/14/2023

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 ago8/30/2023

Updates & Bug Fixes

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)

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

Workflow Video of Creating a Summary on the Case Screen

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 ago8/17/2023

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 ago8/2/2023

Updates & Bug Fixes

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