Release Date: 01/20/23

CX Manager

• Made an update to automatically refresh the Case List View when clicking the back button from a Case Four Panel back to a Case List View to ensure the most up-to-date information is shown on the Case List View
• Updated the Case Layout logic to make the Owner Team field on any Case or Work Order Layouts required to save or resolve the Case
• Fixed an issue where the correct Resolution Status was not always showing
• Fixed an issue where the expand/collapse button on the Case Panel (Panel 2) of a Case was not collapsing the panel back to its original size
• Fixed an issue where clicking Cancel during the Change Customer flow on a Case was brought back to the Case List instead of remaining on the Case
• Fixed an issue where the Escalated icon did not display on a Case until after a user refreshed their browser
• Fixed an issue where clicking the Edit and/or Resolve button on the Journey Tab of a Case didn't work
• Fixed an issue where Section and Blank Spaces on Layouts were not showing on our updated Case Management screens
• Fixed an issue where the Location card in Panel 1 of a Case was blank if the Customer had more than one location associated to it
• Fixed an issue where creating a Case from the Customer Card ellipses menu > Create Case or Create Work Order didn't display the Case Events or Case Details on Panel 2 of the Case until you manually refreshed your browser

Knowledge

We fixed a bug where adding a word in between curly brackets was not showing up in the external article because it was being confused for a token.

Integrations & APIs

Fixed a bug where Notes were not being added to theh Events timeline from the Phone API. Notes can now be added for the AgentAnswer, AgentHangup, and QueueExit API calls.

Messenger SDK

Fixed a bug where the mobile SDK would sometimes hang or crash on the customer rating screen.

Virtual Assistants

• Added the new Sentiment Analysis logs to the Bots Activity Table
• We made Bots Training more consistent in terms of memory usage and time to completion by now training in batches
• Fixed an issue where Bot trainings were failing for large Bots ("Training Timed Out") due to a large load from the confusion matrix
• Fixed an issue where Bots were giving entity type errors when trying to again train the pre-trained entities
• Fixed an issue where Bots were showing the same flow name as two different options when clarifying topics in conversations

Release Date: 12/20/22: 

CX Manager

Cases

• Fixed an issue in the new Cases screens where clicking the resolve button in panel 2 of the case didn't automatically scroll the user down to the Resolution section of the Case Details
• Fixed a bug where clicking the refresh/reload button at the bottom of a Case List that was grouped by something (status, journey stage, etc.) would load a blank Case List
• Fixed a bug where newly created Category tags were not showing in the Category picklist on Cases and all Category Tags were showing for all Teams regardless of if that Category was set to only show for a subset of teams
• Fixed an issue where some of the Advanced Settings on the Case Layout fields (Conditional Logic, Required to Save, and Required to Resolve) were not always working on the updated Case Management screen
• Fixed an issue where Cases created for customers that had multiple locations associated to them didn't display the information on the Location card in Panel 1 of the Case
• Fixed an issue where the Owner Team dropdown was showing unrelated teams from your organization's ecosystem
• Fixed an issue where users could only see the Actions > Add Form button on Cases if they had the Manage Forms permission on their user role. If a user has the ability to edit a case and at least one Form is available to add on a Case, the user can now see the Actions > Add Form button.
• Made an update to automatically refresh the Case List View when clicking the back button from a Case Four Panel back to a Case List View to ensure the most up-to-date information is shown on the Case List View

Communications

Made an update to improve the speed an reliability of messages in the communications panel on a Case

Knowledge

Fixed an issue where users who accessed the external knowledge site via the link on an Article edit screen were automatically logged out of the external site and were forced to log in again

Messenger

• Messenger is now ADA WCAG 2.1 AA compliant
• We fixed an issue where the timezone of the time stamp on the End Chat message was not always correct

Virtual Assistants

We improved the dataset and model for the Anger and Confusion Intents

We're excited to announce the launch of Salesforce Package v2! With this new version, you'll have access to an array of brand-new features, bug fixes, and improved performance.

Features and Updates

• Rebranded the app to OvationCXM.
  
• We're excited to introduce the functionality of mapping any Salesforce Objects (including a custom object) with any of our objects.

• Introducing OvationCXM Dashboards to help you stay on top of sync metrics. 

Setup & Configuration

General

• Added a connection health status within the app. The status will let you know if something needs your attention. 
  
  
• Added UI updates for better notifications and loading screens. 
  
• Extended the OvationCXM error log functionality to show all sync errors. 
• Added the feature to use Initial Sync for Custom Objects. 
• Extended OvationCXM error log support for the custom objects. 
• Added the Last Successful Sync field to each record to track sync status. 
• Updated the app user interface. 
• Added pagination options for the OvationCXM error logs. 

Workflows Tab

• Added defensive validation on the workflow rules. These rules will now be validated while saving any changes. 
• Add default workflows with package installation. 
• Changed the loading process for the workflow tab to load an build workflows faster. 
• Added related and unrelated objects to the workflow builder. 

Bug Fixes

• Fixed a bug when the Map Picklist field option did not show any picklist values.
• Fixed a bug where the default Owner and Sponsor team options were not customizable.
• Fixed a bug where a partial Search on workflows did not give a match.
• Fixed a bug where the case URL was pointing to an old subdomain. 
• Fixed a bug where the contact sync was throwing a row lock error. 
• Fixed a bug where Initial Sync threw too many SOQL queries error.
• Fixed a bug where Account sync was throwing a System.NullPointerException. 
• Fixed several performance-related errors including Async Errors, Read timeouts and trigger registration errors. 

We hope that Salesforce Package v2 will make it easier for you to navigate your data and improve your business operations. You can install or update this package using our AppExchange listing. If you have any questions, please don't hesitate to reach out to our team. We're here to help!

We’re excited to announce the launch of our newest product, Messenger. 

Messenger is the new and improved version of Webchat. We rewrote the application from the ground up in order to deliver better customer experiences.

We re-architected the code base to move from a chat-first approach (the original webchat was chat-only) to a multi-component digital interface. This updated architecture opens new doors for us to add new functionality, improve customer context, and introduce Smart Buttons, contextual on-page deep links, which we’ll talk about in an upcoming post.

Given that live chat is now just one of the many ways for a customer to get the information they need, we changed the name from Webchat to Messenger. Messenger allows knowledge and information to be delivered via chat, browsing or searching articles, email, phone, embedded journeys overviews, form submissions, custom websites, and more. Messenger is the digital interface that connects you with your customers.

As part of this update we added a number of new features and performance enhancements as well as resolved all known issues in the old Webchat product.

Features

Core User Experience

When a customer opens Messenger, they are now immediately routed to the home screen before having to provide their email address. This allows you to provide more information and communication channel options to your customers without adding any friction. Only when they start a chat conversation do we ask for some information so we can identify them early to provide a more personalized experience.

Updated Designs

In addition to the user workflow enhancements, we made a lot of interface design updates as we rebuilt Messenger. These include:

• ADA compliant color, navigation, and other updates
• Updated spacing, buttons, icons, scroll bars, lists, and more
• Added consistent hover states to all active buttons
• Migrated to a new font that is more legible at all text sizes
• Added new loading spinners and screens throughout the application
• Updated timestamps with relative ‘time since’ data that now automatically updates every minute. For example, Nov 1 2022 2:15pm (7m ago)
• In-chat component updates including new layouts for Article previews, Bot button interactions and ensuring selected buttons are sticky, updated chat text and bubble styling, updated composer styling, and more.

New Mobile Screen Optimization

We completely revamped how Messenger works when it is accessed on a mobile screen. We optimized the container so that it is easier to access and expand, but also easier to minimize and get out of the way when it’s not needed. 

Enhanced Chat Notifications 

We added new real-time chat message indicators for when a customer is not in the chat session, but needs to see there are new messages. This could be when Messenger is in a minimized state or even when the customer is on the home screen. 

Hours of Operations

When your chat is set to unavailable, the away message will now show on the home screen so customers still have the ability to get support via other methods provided.

Dynamic Container Sizing

Messenger is much more responsive in real time when it comes to browser size and zoom than Webchat was. Messenger will automatically resize to fix the browser size and will never go off the screen. A customer can also now zoom in to over 400% and the container resizes and is 100% usable at each state.

Updated User Workflows

We optimized the user experience across all core workflows as a customer navigates through chat, knowledge search, form submissions, and more. The navigation actions and language are now more intuitive and customers are less likely to get stuck on any screen.

Copy/Paste From Clipboard 

We added the ability for customers to copy and paste screenshots from their desktop into the Messenger composer to make it easier for customers to share images.

New file upload UI

We added a new file upload workflow to make it easier and more intuitive for customers to load one or multiple files at a time to a single message. Files can also be reviewed, and removed before sending the message for complete control. An updated file progress bar shows the upload process in real time before the message is sent.

Displaying Action Messages when Chats End 

We added action messages in the chat interface for when a chat is ended. Previously it just brought the customer to a rating screen but did not tell them that the chat was closed. We will be adding more action messages in the future. This could include when an agent joins the chat, when the customer goes inactive, when assignment has changed, and more.

Smart Buttons

Finally, Messenger comes with a powerful new feature called Smart Buttons. We will discuss the details of Smart Buttons in a separate post, but in short, they are power contextual elements that can be added to a screen that deeplink the customer to specific knowledge, bots, or forms within Messenger without leaving the current screen to provide faster, more contextual experiences.

Performance

Along with the new features included with Messenger, we also made a few performance, security, and reliability improvements. These improvements include:

• We updated our messaging protocol for increase speed and reliability
• We updated all internal libraries to the latest versions for increased performance and security
• We updated how we capture and store cookies in conjunction with the parent page to create a more seamless and reliable customer experience. This also reduces the risk for cross-site cookie blockers interfering with the cross-page chat experience.

Bug Fixes & Small Updates

• Added functionality to hide the welcome pop up bubble when the welcome text is blank in the configurator
• Updated the styling of buttons with long labels to be left aligned instead of center aligned to make it easier to read
• Fixed an issue where only Cases resolved as Completed would proactively end a chat session for a customer in Webchat. Cases resolved as Canceled or Deleted would not proactively end the chat, which caused customer confusion.
• Fixed a bug where ordered Lists within Article Previews sent by a Virtual Assistant did not properly render
• Fixed a bug where Knowledge Articles containing long links would extend the Article preview past the edge of the chat screen
• Fixed a bug where the typing indicator animation was broken when displayed between bot messages
• Fixed an issue where the Title set in the webchat configuration in CXMEngine was not reflected on the home screen of the webchat container
• Fixed an issue with dynamic container resizing where the chat container could go off the top of the screen when a customer changed their browser size while in an active conversation 
• Fixed a bug where Tokens used within Quick Replies sent from a CXMEngine user ignored line spacing when displayed in Webchat
• Fixed an issue where hyperlinks used in Quick Replies sent from a CXMEngine user had poor formatting when displayed in Webchat
• Fixed a bug where Article Previews in chat that contained anchor links displayed with broken URLs in Webchat
• Fixed an issue with download links for images that are uploaded to chat
• Fixed a bug where the hover text on the icon to open a Form in a new tab said, “Read Full Article”
• Fixed a bug where the Phone section on the Webchat home screen did not properly populate the phone number in click-to-call applications on desktop computers
• Fixed a bug where some customers would see a ‘Forgot Password’ prompt when trying to start a chat

If you would like to move from Webchat to Messenger please email us at product@ovationcxm.com.

Release Date: 12/06/22: 

CX Manager

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

Knowledge

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

Virtual Assistants

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

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

The updates to the Cases screens include: 

• Faster load times and increased performance within Panels 1, 2, and 4
• New + buttons for objects in Panel 1 to allow users to quickly add new Locations, Contacts, Products, and Cases within the Case View 
  
• Updating the "Search" tab in Panel 4 to "Knowledge" and the addition of a Knowledge search to the top of Suggestions tab
  
• Improved File Upload functionality on the Case via Actions > Add File
  
• Various styling updates

New Functionality

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

• Case Events Filter - We added the ability to filter the Events that show in Panel 2 of a Case by the type of Event (Note: this is only available on the new Case screens that are currently in beta). You can apply one or more filter(s) to narrow the Events of a Case to just the events you're interested in seeing. For example, you can filter to only see Notes that were added and when the Owner of the Case changed. This will allow users the ability to reduce the noise of the Case Events and focus on the events they care about.
  
• Minimize Insights Panel - The ability to minimize the Insights Panel on the Case List Screen
  
• Merge Cases - Access to the Merge Case functionality from the Case List screen
• File Preview - We added file preview to files on the Platform. This will allow users to be able to preview the contents of a file before downloading the file to their computer.
  
• Tag Field Dependencies - We've updated our Case Tag functionality in the Platform to allow organizations to define which Case Tags should show when a specific Category is selected. When setting up Case Tags, organizations can define a list of Case Categories these Case Tags should show for. If no Categories are listed, the system will function as it does today and the Case Tag will show for all Categories. This functionality will allow organizations to be more granular with their Category and Case Tags to provide better reporting on the types of Cases they receive. 
• Open in New Tab - We've updated the Platform to allow users to open content in a new browser tab via CTRL + click (windows), CMD + click (mac), or right click and then selecting Open in a New Tab for specific activities.  This include opening the Settings menu (Avatar in top right > Settings), Chat Tiles, the Case Cards from My Work, The Case Cards from the Case List, Customer Cards in the Customer activity, and Historical Cases in the first panel of the Case. 

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

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

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

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

Release Date: 11/22/22: 

URL Update [Action Required]

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

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

CX Manager

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

Knowledge

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

Integrations & APIs

Salesforce Connector

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

APIs

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

Messenger (FKA Webchat)

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

Virtual Assistants

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

Reporting & Dashboards

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

Admin & Settings

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

Release Date: 11/08/22: 

CX Manager

• Fixed an issue where the counts at the top of each section on My Work were periodically not accurate

Knowledge

• Fixed a bug where Users were taken to the view state of a Draft after they created a new Article instead of the edit state
• Fixed a bug where Users were not taken to the latest Draft when editing a Published Article
• Fixed an issue where Knowledge Articles would sometimes get stuck loading after initital creation

Integrations & APIs

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

We're excited to introduce the NICE CXone Connector, a new tool that allows businesses to integrate their NICE CXone with the OvationCXM customer experience platform. The Connector is part of our growing ecosystem of integrations, which are designed to help businesses create a seamless customer experience across all channels.

The NICE CXone Connector provides a number of benefits, including the ability to:

• Make and receive cases directly from the NICE CXone phone calls interface. 
• Route calls to the right agent based on customer information. 
• View caller information in the CXME interface. 
• Navigate to the current phone call by clicking on the Phone icon in CXME. 
• Autoclose the abandoned phone call cases. 
• Get the phone call metrics and reporting within CXME. 

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