We are in the process of updating our dashboards to a new cloud-hosted dashboard that will provide better performance and ultimately more flexibility for insights and analytics.

In the short term, you will not notice many changes to your dashboards except for a few styling updates and that data is updated more frequently and consistently.

Long term, we will be able to provide additional types of visualizations for your data and will be able to move towards real-time analytics across multiple objects.

The migration to the new dashboards is underway and will take place over the course of November 2024.

Release Date: 10/15/24: 

CX Manager

• We fixed a bug where sometimes navigating from a Case back to the Cases list screen would show the correct View but the Cases would not be properly filtered. 
• We fixed an issue where the Case Resolution field on the Details panel would show as "Completed" when a Case was resolved as "Unresolved".  

Virtual Assistants

We launched a beta version of our voice and chat generative AI agents. If you are interested in learning more or seeing a demo, please let us know.

Reporting & Dashboards

We fixed an issue where dashboards were not being updated on the expected timeline, leading to stale data.

Admin & Settings

• We fixed a bug that was preventing picklist values from being deleted from custom picklist fields.
• We fixed an issue where adding new picklist values to a custom picklist field would sometimes remove other values in the list.
• We fixed an issue where users sometimes saw a "Seems you hit a wall" error on the Layout screen within Settings.

Release Date: 08/29/24

CX Manager

• We fixed an issue where the scroll bar didn't work on the left folder navigation under Reports. You will now see a scroll bar when you have more folders than fit on a single screen.
• We fixed an issue where navigating to the Events timeline immediately after creating a Case could somtimes display a blank panel.
• We fixed an issue where sometimes a user sending an email could experience the message successfully being sent but not showing in the messaging panel. 
• We fixed an issue where the browser tab title would sometimes display the wrong screen name. When a user navigated to a Case, the browser tab title would show the correct ID and name of the Case, but when the user went back to the Cases list, the broswer tab title would not update. The browser tab title will now properly update for the screen you are viewing.

Knowledge

We fixed a bug where Users were periodically being logged out without any notification. We also added a confirmation modal to let Users know they have been logged out instead of just taken directly back to the login screen. 

Journeys

We fixed an issue where a Task Action would periodically not start on the Journey timeline due bad formatting of the Due Date.

Virtual Assistants

We improved the performance, intent matching, and predication capabiltiies of the Virtual Assistants.

Reporting & Dashboards

We fixed an issue in Reports where the Status filter would display a numerical number rather than the actual name (string) of hte status selected by the user.

Admin & Settings

We fixed an issue where Tags and Category dropdowns were not always populating when using them for conditional logic in Layouts.

Release Date: 08/06/24: 

CX Manager

• We improved the processing performance of our email IMAP integrations.
• We moved our core application to new load balancers to enhance performance and resiliancy.
• We fixed a bug that was causing the names on some dialog modals were being cut off.
• We fixed an issue where the list of files in the Case panel of the CX Manager screen did not properly scroll when the files went past the bottom of the screen.
• We fixed an issue where email history in certain email clients was displaying ‘Boomtown’ instead of the customer’s name when showing who wrote the previous emails.

Knowledge

• We fixed an issue where Articles were sometimes not rendering inside the Solutions panel on the CX Manager screen due to increased security restrictions. All Articles will now properly load in the Solutions panel.
• We fixed an alignment issue on the search results page in the extenral knowledge libraries.

Journeys

We launched our new journey builder that introduces a new canvas for more flexible and dynamic journeys. You can read the full release notes here.

Connectors

We released an updated Salesforce Managed Package with improved permission sets and improved load times. You can read the full release notes here.

Virtual Assistants

We improved the performance of training large virtual assistants.

Reporting & Dashboards

We fixed a bug where the value in the MID field in Reports was not showing for the latest Case on each Location.

Admin & Settings

We improved the load performance of the Teams page in settings as well as loading any object that relates to Teams (e.g. a Location or a Case).

Security

We improved security on hosted screens (such as forms) with enhanced content security policies.

Releasing June 2024

We're excited to announce that our product is now fully compliant with the Web Content Accessibility Guidelines (WCAG) 2.1 at the AA level, following the guidelines set forth by the Americans with Disabilities Act (ADA). This achievement signifies our commitment to providing an inclusive and accessible experience for all users, regardless of their abilities. This work applies to the Knowledge, Reports, Settings, and Messenger products. 

What does this mean for you?

By achieving ADA WCAG 2.1 compliance, our product offers a variety of benefits for users with disabilities, including:

• Improved Color Contrast: Enhanced color contrast ensures text and graphics are clearly visible for users with low vision or color blindness.
• Enhanced Screen Reader Compatibility: Our product now seamlessly integrates with screen reader software, allowing users who are blind or visually impaired to navigate and interact with the content effectively.
• Optimized Keyboard Navigation: Full keyboard navigation allows users to access all features and functionalities without relying on a mouse. This is particularly helpful for individuals with motor impairments or who use assistive technologies.
• Clear and Concise Language: We've strived to use clear and concise language throughout the product, making it easier for users with cognitive disabilities to understand the information presented.

Benefits of ADA Compliance

Beyond its ethical importance, ADA compliance offers several advantages for your organization:

• Increased User Base: A more accessible product opens doors to a wider audience, potentially increasing your user base and customer satisfaction.
• Reduced Legal Risk:  WCAG compliance helps mitigate potential legal risks associated with accessibility lawsuits.
• Enhanced Brand Reputation:  Demonstrating a commitment to accessibility strengthens your brand image and positions you as a leader in inclusive design.

We believe that everyone deserves an equal opportunity to access and benefit from our product. This update reflects our ongoing dedication to creating a user-friendly and inclusive experience for all.

For any further questions regarding our ADA WACG 2.1 compliance, please don't hesitate to contact our support team.

Release Date: 05/16/2024: 

Knowledge

This release enhances the accessibility of interactive elements across the Knowledge editor, ensuring consistent and clear announcements through screen readers. All checkboxes, toggle switches, buttons, input fields, and other controls now properly announce their names, roles, values, and available actions when focused. This includes elements like the Restore button on previously published versions, checkboxes in filter menus, title/subtitle fields, embedded article options, token insertion, thumbnail navigation in File Manager, and related article controls. Proper keyboard accessibility has also been implemented for previously inaccessible components. These improvements align with WCAG 2.0 guidelines for providing programmatically determinable information, allowing users to effectively understand and interact with on-screen elements through assistive technologies. The standardized announcements create a more inclusive and seamless experience for all users.

This release further enhances the accessibility of interactive elements throughout Knowledge Home by standardizing announcements for screen readers and other assistive technologies. Clear buttons in filters now convey their associated actions. The Page field at the bottom of the list is accessible via keyboard with proper announcements. On the Templates page, the clear button in the search bar, column headers, and row actions are all properly announced. When modals open, the auto-focused close button correctly states its purpose. The buttons within modals like Clone, Archive, and Delete are accurately labeled for clear communication. These improvements ensure users can effectively perceive the available interface components and interactions through auditory cues, aligning with WCAG 2.0 guidelines around providing programmatically determinable names, roles, and values. The consistent and descriptive announcements create a more inclusive experience across all user workflows.

This release standardizes the announcements for interactive form fields throughout Knowledge Home, improving accessibility for users of screen readers and other assistive technologies. Dropdowns like Libraries, Status, Visibility, Tags, Products, and Shared With now properly announce their label, role as a collapsed or expanded listbox, current selection state, and available operations like text editing or navigating options. This consistent pattern of "Label, Role, State, Operation" ensures fields are comprehensively conveyed, allowing users to easily identify and interact with them solely through audio cues. These enhancements align with WCAG 2.0 guidelines for providing programmatically determinable name, role, and value information, creating a more inclusive and seamless experience across all user interfaces.

This release introduces significant improvements to the accessibility of the tree element across Knowledge. Previously, these interactive components did not adhere to WCAG standards for keyboard operability and screen reader announcements. With this update, the tree elements in the Details tab and the Insert Article modal when editing an article now fully comply with the recommended keyboard navigation patterns and programmatic announcements. Users can seamlessly traverse the tree structures, expand/collapse nodes, and understand the current context through clear and consistent screen reader feedback. 

This release resolves multiple accessibility issues identified across Knowledge when using the JAWS screen reader. Checkboxes throughout Knowledge are now operable via keyboard and announced correctly by JAWS. When visiting a page within Knowledge that contains a table with JAWS enabled, pressing "T" properly announces the table contents. Additionally, all main pages (Knowledge, Reports, Settings) now have an H1 header that is announced when pressing "H" with JAWS on, helping users identify their current context. Lastly, the sub-menu options accessed through the three-dot menu throughout Knowledge are fully keyboard accessible and announced accurately by JAWS. 

This release introduces significant enhancements to the accessibility of modals across the Knowledge, Settings, and Reports areas of the application. Previously, screen readers did not provide any announcements when modals were opened, limiting the ability for users relying on assistive technologies to effectively navigate these interfaces. With this update, the focus is now properly set to the first interactive element within each modal, and the modal's title is clearly announced.

We fixed an accessibility bug with the "Discard Changes" modal in the Knowledge editor. Previously, when using a screen reader, the modal's contents were announced incorrectly, with the title, description, and buttons being repeated multiple times. With this fix, the screen reader will now properly announce the modal's title and description, followed by each button's accessible name individually. This ensures users relying on assistive technologies can clearly understand the purpose of the modal and interact with its controls in a logical, streamlined manner. 

Journeys

Over the next few weeks we will be rolling out the new version of our Journeys product. This will include access to the Journey API Activity powered by the API Library as well as new backend engine with improved reliability at scale.

Messenger (Web & SDK)

We updated Messenger to be loaded from a CDN, improving the load performance of Messenger on websites and in applications. 

Reporting & Dashboards

We improved the loading performance for the reporting tables that power the Customer and Case data in our dashboards. This will ensure the dashboard data is updated on a more timely and consistent cadence.

This release addresses accessibility issues across the Reports section of the application Teams section in Settings by providing descriptive and unique labels for all interactive elements, ensuring compliance with WCAG 1.3.1 guidelines. Buttons such as "Add Team," "Search Filters," "Edit," "More Options," as well as various actions within team management modals like "Edit Team," "Add Hours," "Edit Additional Info," "Add User to Team," and "Add New User" now have clear labels that accurately convey their purpose. Additionally, the irrelevant tab label in the "Add New User" modal has been removed for clarity. These improvements create a more inclusive experience, enabling all users, including those using assistive technologies, to effectively navigate and interact with team-related settings and functionalities. The consistent labeling enhances the overall usability and comprehension of Reports interface.

Admin & Settings

We improved the performance of loading the Teams page under Settings.

This release addresses accessibility issues across the Teams section in Settings by providing descriptive and unique labels for all interactive elements, ensuring compliance with WCAG 1.3.1 guidelines. Buttons such as "Add Team," "Search Filters," "Edit," "More Options," as well as various actions within team management modals like "Edit Team," "Add Hours," "Edit Additional Info," "Add User to Team," and "Add New User" now have clear labels that accurately convey their purpose. Additionally, the irrelevant tab label in the "Add New User" modal has been removed for clarity. These improvements create a more inclusive experience, enabling all users, including those using assistive technologies, to effectively navigate and interact with team-related settings and functionalities. The consistent labeling enhances the overall usability and comprehension of the Teams interface.

This release addresses accessibility issues on the My Profile page in Settings, ensuring compliance with WCAG 1.3.1 guidelines for providing descriptive and unique labels across interactive elements. Previously, buttons such as "Edit contact info," "Switch role," "Add to team," and others lacked proper labeling, hindering users' ability to understand their purpose and relationships. Additionally, the "Back" and "Save & Exit" buttons on subsequent screens suffered from the same issue. With this update, all buttons now have clear, descriptive labels that accurately convey their functionality. The styling of the "Back" and "Save" buttons has been updated to align with the visual treatment of similar Settings options, further enhancing consistency and usability. These improvements create a more inclusive and seamless experience for all users navigating and managing their profile settings.

This release enhances the accessibility of the Knowledge settings interface by providing descriptive labels for interactive elements, addressing violations of WCAG 1.3.1 guidelines. On the main Knowledge page, the action buttons and search filters now have associated aria-labels for clear identification. When editing a Knowledge library, all buttons within that interface are properly labeled. Additionally, the "Browse" button for custom branding options has received an appropriate aria-label. These improvements ensure that all users, including those relying on assistive technologies, can effectively perceive and interact with the various Knowledge settings and configurations. The consistent labeling creates a more inclusive and comprehensible experience throughout this critical area of the application.

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. 

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.