Release Date: 02/07/23: 

CX Manager

Cases

• Fixed an issue where the conditional logic on the Case Layout was not working when setting a field to show when X is not Empty
• Fixed an issue where the Location Name was missing from the Location overlay on the Case screen
• Fixed an issue where if an organization has Custom Ecosystem Fields in their Case layout, users in their ecosystem but outside of their organization could not see these fields when they are creating a new Case
• Updated the tab name from Integrations to Connectors on the Solutions panel of a Case

Communications

• Fixed an issue where users would see a message with a snippet of code in the communications panel when a customer clicked End Chat in Messenger

Knowledge

• Fixed an issue where the page would sometimes fail to load when creating a new Article while actively editing another Article

Virtual Assistants

Virtual Assistant Connectors

We made the Virtual Assistants more actionable by adding the ability to capture and send user data through connectors/API integrations during conversations. Users can add connector actions on their Virtual Assistant flows to send data from conversations to third-party connectors. As part of the first release, we are launching lead generation on Salesforce through these conversations. With connector actions, the Virtual Assistants can now act as a single access point connecting different services internally and externally.

• Added a Connectors Icon on the Virtual Assistant Builder Canvas to add and connect connector actions on Flows. Supported connectors that are integrated and authenticated on OvationCXM platform will be available for the users to choose from the connector list.
• Added functionality to directly create a new lead on Salesforce from the Virtual Assistant conversations. Available for organizations having Salesforce connector pre-authenticated and integrated on their OvationCXM platform.
• Added ability for users to map entities/customers/locations/cases/manual input to the following fields (Channel, Name, ,Email Address, Phone Number) for "Create a new Lead" action with Salesforce connector
• Added the ability to display the required and optional fields that can be sent to perform the selected action from the selected connector. Users can map entities, locations, cases or customers to these field or can add a static manual input
• Added the connector fields to the reporting data for Virtual Assistant analytics
• Added the functionality to test a connection while "Create a new Lead" on Salesforce as action for a Virtual Assistant flow. Test Connection button will create a dummy lead object with dummy values on Salesforce for users to verify the connection link and field-object mapping.

Additional Updates

• Fixed an issue that prevented Virtual Assistant from getting initialized and responding to the messages coming from the SMS channel
• Added Sentiment Analysis as part of Virtual Assistant Analytics. Virtual Assistants will be able to classify user responses into the following sentiments: Positive, Neutral, Negative.

Reporting & Dashboards

• Fixed a issue that occured when a user would create a Folder under Reports and only users on the same Team as that user were able to view that Folder
• Fixed an issue where the MID field wasn't being updated on report data after being updated from its original value

Admin & Settings

• Fixed a bug where changing information on a Team in the Platform would remove that team from any Custom Alert Templates previously used by that Team
• Fixed an issue where the link sent within the password reset emails was not always working

We have made a bunch of new and exciting updates to the way you edit an Article in Knowledge. We not only streamlined the user interface but also introduced some new features that improve the overall experience and workflow. 

New Features & User Experience Enhancements

View State

You are no longer taken to the Edit State of a Draft when you click on one from the main Knowledge view. Similar to clicking on a Published Article Card, you will now be taken to the View State of the Draft. We also unified certain actions available so you can perform them whether in View or Edit State, depending on permissions. (e.g. Publish, Unpublish, Discard Draft, Comment, etc.)

Versions

We reworked the concept of Revisions. The Revisions picklist is now visible in the View State and will allow you to select what we are now calling Versions: Published, Draft, or Previously Published (formerly known as Revision). This will allow you to review different Versions individually and take appropriate action. When you unpublish a Published version, it will now convert to a Previously Published version. This not only gives you an audit trail but allows you to review the Previously Published version if you need to copy content from it. The timestamp for Draft versions is the last time the Save button was clicked. We moved the timestamp to the version picklist so you can quickly see when things were updated. The timestamp for Published and Previously Published versions is the date/time they were published.

Article Information Panel

We combined the 2 panels into 1 collapsable and resizable panel to give you more room for updating the content of the Draft. We also reorganized the Details tab and removed the individual Change/Done functionality for all of the fields in it. You can now update any of the fields directly without having to click Change first, then simply click the Save button. 

To Do Tab

We created a To Do tab for adding and resolving comments and for future improvements and features such as Article Approvals. 

Events Tab

We moved the Stats to the top of the Events tab and introduced a Load More Events button at the bottom. 15 event logs will load by default and 15 (or less depending upon the total number of event logs) will load every time you click it. We also cleaned up the logs themselves by getting rid of duplicate logs, removing extraneous information, and updated the verbiage to match the interface (e.g. Teams are listed by their actual name instead of their ID). 

Labels

We updated the way you add Labels to an Article by mimicking the way Labels are displayed in the main Knowledge view. You can now search or simply click through the same style tree and check the boxes next to the Labels you want to add to the Article. This makes it easier to find the label you are looking for, especially if you have multiple sub-labels with the same or similar names.

Search Terms

Keywords are now known as Search Terms. Adding Search Terms will now behave more like adding Tags or Products. A removable badge will be added for every Search Term you enter. You can also add phrases for exact specific searches to improve search results.

Main Action Buttons

View State

Edit State

We moved the main buttons from the bottom right to the top bar with the Version picklist. This brings the most frequent actions you perform front and center of the editor. We broke out Publish into its own button to make the publishing process easier and faster. We also introduced a 3-Dot Menu for less frequent actions and to introduce more functionality in the future.

Cancel Button

We updated the behavior of the Cancel button. When you click Edit on a Published version that has no Draft, a new Draft gets created based on the Published version. If you don’t make any changes or click Save, clicking Cancel will discard the Draft for you and take you back to the View State of the Published version. If you do make any changes to a Draft and don’t click Save, you will receive a popup asking if you want to save your changes.

Discard Draft

You will now be presented with a confirmation popup when you click on Discard Draft to avoid accidentally deleting something you shouldn’t have.

Refresh or Close Tab/Window

If you refresh your page or attempt to close the tab/window you are working on while you have unsaved changes, you will be prompted by your browser. 

Code View Saving

You can now Save any changes you make while in Code View without having to switch back to the standard view first. 

File Manager

We added an option to the toolbar while you are editing an Article called File Manager. This will allow you to upload files you wish to reuse in multiple Articles throughout your entire library. Clicking on the thumbnail will insert the file into the article you are editing. Clicking the Replace icon will allow you to swap out the file and it will automatically update any Articles using the file without changing the Article status. Clicking the Delete icon will allow you to remove the file just from the File Manager itself or remove it from any Articles it is in.

Create Article Modal

We updated the way new Articles are created. When you click on Create > Article, you are now presented with a modal where you can enter the Title of your Article, select the Library it will be nested under, and optionally choose a Template. This streamlines the creation process and ensures Articles are also created in the Library they belong to.

Export to PDF

We added an option in the Three-dot Menu to export Articles to a PDF version whether you are in the View or Edit State. 

If you are interested in using the new knowledge editor, email product@ovationcxm.com. 

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

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.

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

Release Date: 10/25/22: 

CX Manager

• Fixed a bug where uploading two files in a row on a Case without any existing files sometimes caused the Files tab to disappear
• Updated the Case Management flow to default the value for the Select Survey field when an Organization only has one Customer Acceptance Form configured

Knowledge

• Fixed a bug where some organizations were not seeing Articles in their primary Library list
• Fixed a bug where Users were taken to the view state of a Draft instead of the edit state after they created a new Article

Virtual Assistants

• Added a text wrapping feature on Message Nodes, which makes it easier to read the whole text when building Flows
• Increased the max width of the Message node so that it can better scale with the canvas size
• Added new pretrained Types under the Entity section. Now users can create Entities with these additional Types: Locations, Business Name, Person Name, Money, Date, Time and Quantity to increase the quality of our NLP models
• Made the global triggering phrases visible for default system intents like "anger", "confused", etc.
• Added notes field to all Node components, giving users the option to add and track their notes for each component
• Added instructions under Triggering Phrases. The instructions provide directions on the least amount of phrases variations needed for model training to achieve better results
• Fixed a bug where User Response Nodes were expanding past the Message Node region on the canvas UI
• Fixed a bug in the If branch node where the text field to match the previous user input was missing
• Fixed an issue where sort option under the column headers was not working for the Intents and Entities section

Reporting & Dashboards

General

• We reduced the time it takes to load Report previews and export Report data to Excel

Cases Reports

• Added Escalation Notes as an available Column and Filter on Cases Reports
• Added a new column to the Case Table View to now show the Customer Location ID associated with a Case. We also added the Customer Location ID as a field available when you use the Export to Excel functionality from a Cases View.
• Fixed an issue that was preventing the Category field from working as a Filter on Cases Reports
• Fixed an issue where filtering by a picklist value that is the default value for a field does not include results using the default value'
• Updated the Column & Filter for the Waiting Status field, which shows if the Case is in a Ready or Waiting status

Knowledge Reports

• Dynamic Knowledge Report
  • Added the ability to report on Label Names in addition to Label IDs
  • Renamed the field 'Comment Cnt' to '# of Comments'
  • Renamed the field 'Note Cnt' to '# of Notes'
• KBs Created Report
  • Removed the KB ID and KB Root ID fields
  • Updated the following field names
    • 'KB Title' > 'Article Title' 
    • 'KB Root Title' to 'Library Name'
  • Added an additional column to detail what was changed for each row
• KB Activity Report
  • Removed the KB ID and KB Root ID fields
  • Updated the following field names:
    • 'KB Title' > 'Article Title' 
    • 'KB Short Name' > 'Article URL'
    • KB Root Title > Library Name
    • KB Views > Article Views
    • KB Views Per-Org > Article Views Per-Org

Form Reports

• Fixed a bug where the values on exported Form Reports did not always align with with the proper header

Release Date: 10/06/22: 

CX Manager

Communications

• Fixed a bug where circumflex accents were sometimes showing in the email threads in the Communication Panel of Cases and in outbound emails.

Cases

• Updated the Cases Views picklist to allow for more than 25 Case Views
• We added file preview to uploaded 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 (note: this is only available on the new Case screens that are currently in beta)
• 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.
• The Display Only Resolved Date/Time field that shows the date and time that a Case was resolved is now part of the default Case layout in the Resolution block

My Work

• We improved the load time of the My Work screen so it now loads faster
• We fixed a bug that periodically caused the Insights counts to be incorrect on My Work

Automations

• We fixed an issue that prevented some users from creating new or editing existing Automations

Knowledge

• We fixed an issue where users using SSO for the external Knowledge Library were sometimes incorrectly routed to the wrong external Knowledge URL when multiple Libraries existed

Integrations & APIs

• We fixed an issue in API v3 where Contacts would be improperly matched on partial first name or last name matches rather than the requirement of a full name to match

Virtual Assistants

• You can now click on the main section in the left navigation bar to bring you back to that list
• We added an “Expected Performance" section to the Review Deployment page to offer more insights into Bot Performance before deploying a Draft Virtual Assistant to Production
• We have added three additional settings for users to better configure their global fallback and article search flows. Now users can set the maximum number of articles that should be returned on search. Users can also tweak their global fallback flow triggers by customizing the fallback thresholds and matching values, giving them the ability to customize the fallbacks from bot conversations according to their specific use-case.
• We updated our Flow criteria so if an Entity exists as a Message Response, only Any Response and No Response responses should be permitted

Reporting & Dashboards

Columns & Filters

• Added a new column option for Notes on the Cases Report. This will allow you to add a list of all Notes added to each Case along with who added the Note and when. You will also be able to filter Case Reports by Notes.
• Added two new column options for File Names and File Details on the Cases Report. File Names will allow you to add a list of the names of all Files added to each Case. File Details will have additional information including who added the file and when along with a URL to access that file. You will also be able to filter Case Reports by Files.
• We added the ability for users to Filter Case Reports by Tags
• We added Product ID as an available column on the Products Report
• We fixed an issue where adding a Filter for Category on the Cases Report would not display the proper picklist of Category options
• We fixed an issue where Cases Reports using the "Escalation Reason" column displayed the Escalation Reason ID instead of the text label
• We fixed an issue with the Cases Report where the filter for 'Escalated' Cases did not properly filter the results
• We fixed an issue where Filters would display the field's value ID rather than the text label in the Filters list
• We fixed an issue where the start date and end date were not properly functioning for the Standard Forms Report
• Note there are a few fields under Report Filters that still function but don't show up under Filters options now. These are: Case Tyle, Source, Resolution, Category, and Customer Segment. These will be added back in the next release.

Styling & Usability

• We updated the styling of the Report Name and Records Count at the top of a Report
• We added a scroll bar on the Filters tab so you can now access all Filters on a Report that has enough filters to push the list past the bottom of the screen
• We added a scroll bar on the Folders section of the Reports homepage so can now add more folders and scroll to see them all

Deprecated Data

• We removed a number of field options from the Cases Report that are deprecated fields such as Cases Source Data (different than Source) and HP Checkout fields
• We removed one of the duplicate Priority fields from Columns and Filters on the Cases Report that showed a numeric value rather than the Priority string value (e.g. Low, Medium, High)
• We removed one of the duplicate Waiting Reason columns from the Cases Report that displayed the Reason ID rather than the text string

Admin & Settings

• We fixed an issue where Users were unable to access Journeys on page 2 of their list of Journeys
• We fixed an issue where certain fields were unable to be re-added to a Layout once they were removed from that layout
• Fixed a bug where Users were still able to edit other User profiles if they had the Manage Users permission disabled

Release Date: 09/23/22: 

With this release you will notice a small branding update when you log in. You can read more about the rebrand here: https://www.ovationcxm.com/blog/boomtown-rebrands-to-ovationcxm 

CX Manager 

Cases

• Fixed a bug where the Resolution Date/Time field on a Case in edit mode was showing the Created date/time when the data was actually blank
• Fixed an issue where resolving a case in the same flow where you created the case didn't post a resolution event to the Case Event timeline
• Updated our standard Merchant ID (MID) field on Customer Locations to allow alphanumeric MIDs instead of only numeric MIDs
• Updated the Case Management flow to default the value for the Select Survey when an organization only has one Customer Acceptance form configured
• Added an error message to Cases when a User tries to add a form to a Case via the Actions > Add Form workflow and the form has no fields configured
• Fixed an issue where if the Owner User of a Case sent an inbound email to the case from their email client, they were removed as Owner User from the Case

Communications

• Fixed a bug where circumflex accents were sometimes showing in the email threads in the Communication Panel of Cases
• Added functionality to increase reliability of messaging workflows

Knowledge

• Clicking the Cancel button in an article will now ask you if you wish to discard the draft that gets created after clicking Edit on a Published article or ask if you wish to save your changes if you are in a saved draft
• Fixed a bug in the external Knowledge Library where the 'What's in this Article?' headers were not highlighting properly; they should now be highlighting in accordance with user click
• Fixed an issue where users would periodically not be able to edit an Article after it had been published

Journey Orchestration & Automations

• Fixed an issue where Users were unable to access more than 25 journeys in Settings

Integrations & APIs

APIs

• Fixed a bug on our customer/put API to only accept full matching on the MID field and not allow partial matches. 

Virtual Assistants 

• Updated the navigation within Bots so that clicking the main section menu in the left navigation now takes you back to the main list view for that section. For example, when you are in a specific Flow and you click on Flows on the left, you will go back to the list of all Flows.
• Fixed a bug where Training a Virtual Assistant failed when a Flow had a disconnected Start Node
• We will begin rolling out a new set of Bot Analytics, which we will cover in a separate post

Reporting & Dashboards

• Fixed a bug where the Knowledge Activities Report failed to run for certain organizations and date ranges
• Fixed a bug where the values of Form Reports were sometimes not matched to the correct header rows