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.

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.

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.

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!