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

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

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

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

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

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