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. 

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.

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.

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.

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.

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.

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!

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.

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.

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!