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

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!

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!

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

Release Date: 07/05/22: 

CX Manager

Communications

• Fixed a bug where emails sent from the platform would display  symbols in the email threads
• Fixed a bug on Automation Engine that prevented emails from being sent to Customers and Users
• Updated how secure links open in the Platform so they open in a new tab instead of opening in the existing tab 

Cases

• Fixed a bug where Cases set to Waiting for a specific set of time were returning to Ready status early without any input or change on the Case
• Fixed a bug where users were not required to input a Waiting For reason when setting a Case to Waiting even though the field is marked as required
• Fixed a bug where setting a Case’s Resolution Status to Unresolved moved the Case directly to Closed instead of moving it to Resolved
• Fixed a bug where the timestamp on the Events panel of Cases would be slightly cut off on small monitors and/or 720p resolutions
• Fixed a bug where the type-to-search for Owner Users on Cases was not working when using the Assign a Case action
• Removed the Customer Name prefix from the top of the Customer Location panel to reduce confusion for Users
• Fixed a bug where clicking on a Case card in Global Search would sometimes not open the Case

Knowledge

• Fixed a bug in the external Knowledge Library where Labels and Sub-Labels were sometimes misaligned
• Fixed a bug where H2 headers in the Articles editor were not wrapping correctly
• Fixed a bug where the What's In this Article section could break in the modern theme and become un-scrollable and overlap with other elements on the Article
• Fixed a bug where the main Edit Toolbar in Articles would sometimes disappear when a sub-toolbar menu was expanded

Smart Buttons (Web & SDK)

• Added a feature to enforce a customer selection on the SDK configuration to make sure customer-dependent SDK workflows do not break at runtime
• Fixed a bug where changing the Route Issue To field on WebChat Configurations didn’t save consistently

Virtual Assistants

• Updated the Last Trained date/time format to make it easier to quickly read

Integrations & APIs

• Fixed a bug where Cases created through the Phone APIs were not always creating Cases attached to Customers that matched the phone number passed via the API but instead creating a dummy Customer in the platform

Reporting & Dashboards

• Fixed a bug where the Sponsor Org, Sponsor Team, and Owner User filters in the Reporting Engine were showing blank picklist options
• Fixed a bug where IDs (tag, label, etc.) were previously not rendering in the exported report

Release Date: 05/24/22

CX Manager

Communications

• Fixed a bug where emailing into a closed case sometimes didn't create a new Case
• Fixed a bug where incorrect character symbols were displaying in email threads coming from Boomtown
• Fixed an issue where secure emails sent into a Case were not displaying properly in the Communication Panel

Cases

• Fixed a bug where customizing the Page Layout for a Customer Location did not update the layout when viewing a Location from the Case screen 
• Fixed a bug where Work Order submissions sometimes created two Work Orders on submission

Knowledge

• Updated the external Knowledge Library so when an unauthenticated user goes to an Internal Article it displays a message saying they do not have access to that content. Note that if there are Public Articles in the same Label, that user will be routed to the Label instead of the Article.

Integrations & APIs

• Fixed a bug where API cases imported as "Closed" were displaying incorrectly in RD4

Reporting & Dashboards

• Pushed an update to wipe the Resolved Timestamp on a Case that gets reopened to allow the Case to capture the new Resolved Timestamp when the Case is resolved again. 

Admin & Settings

• Fixed a bug where a TypeError was being shown when editing a Work Order Layout

Performance

• Optimized load times for the Customers list screen

Release Date: 05/10/22 

CX Manager

• Fixed a bug where setting a Case to Waiting, Return to Team (and not Owner User), didn't reassign the case to the Team when waking
• Fixed a bug where sometimes emails sent from a Case with multiple in-line attachments were not showing up in the Communication Panel of the Case

Knowledge

• Editors can now add captions to images, videos, and media in Articles
• You can now export Articles to PDF and the text and tables will not get split between pages
• The Events Timeline has been updated to include filters that allows the Knowledge Manager to filter to certain event types depending on their needs. Events can be turned on and off as needed.
• You can now resize images by typing in pixel size rather than only drag and drop
• The 'Last Updated' timestamp on Articles now reflects the last time the Article was updated. For published Articles this will reflect the last time the Article was Published. for Drafts it will show the last time the Article was edited and saved as a Draft. 

Integrations & APIs

Connectors

• Updated the authentication of our Seismic connect to ensure that connections remain consistent

Admin & Settings

• Fixed a bug where users were unable to create and edit tags with the Manage Tag permission.

Performance

• Reduced load times of the Case and Customer list screens