Release Date: 3/15/22

CX Manager

Communications Improvements

We've updated the format of the Communication Transcript file that are created when a Case is Resolved to make them easier to read. These updates include: updating the name of the Transcript Files to make it easier to see which communication thread the transcript relates to, adding a friendly title to each PDF, and updated the format to strip out unnecessary HTML.

Fixed a bug where sometimes a new case was getting created rather than merging into the existing case when a customer replied to an email auto-reply (only impacted forwarding email inbox configurations, IMAP configurations functioned correctly).

Fixed a bug that prevented resolved cases from reopening when an email response came back into the platform with a matched subject line to a previous thread from that customer.

Fixed a bug where the Name associated with an email address would sometimes display the incorrect name.

Fixed a bug where inline images in emails were not properly displayed when replying to an email from Boomtown. Note that this still occurs periodically for large images in certain email clients and we will address that soon. 

Case Updates

Fixed an issue where custom date fields would not accept a date before 1970 due to being in UNIX time.

Fixed an issue where chat tiles would sometimes not appear immediately. 

Updated Views on the Cases tab to only show Cases that have been updated in the past 12 months. We also capped the total number of Cases that can be shown in a view to 1,000. This will increase performance and reduce load times. You can still access all Case data via search, Reports, and Dashboards. You can find more details about the Views Case data here.

Forms

Removed the ‘Save for Later’ button on General forms when accessed via web URL since the functionality did not properly work.

Connectors

Fixed a bug where some phone cases were not auto-creating and auto-opening for users in the Platform with a RingCentral integration.

Dashboards

We are are adding additional Case metrics to your Dashboards that include:

• Time from Created to Now
• Time from Created to Claimed
• Time from Created to Resovled
• Hour of Day Case was Created
• Hour of Day Case was Scheduled
• Hour of Scheduled Job Date (PST)
• Hour of Scheduled Job Date (Customer Time Zone)
• Hour of Technician Began Onsite Work
• Hour of Case Resolved
• Hour of Case Claimed
• Time from Case Created to Scheduled
• Time from Case Claimed to Scheduled
• Time from Case Claimed to Resolved