New Features and Updates
Change to default behavior when no "Sent By" filter is enabled in Response widgets
With this release, the default behavior when no “Sent By” filter is enabled in any Response widget is now updated to display ALL responses data in the widget.
Previously, the default behavior when no “Sent By” filter was enabled for each Response widget was as follows:
- Responses: display both Bot and Agent responses data in the widget.
- Response Times, Average TAR, Median TAR, Responses Meeting TAR SLA: display only Agent responses data in the widget.
To display Agent-only data (i.e. maintain historical behavior in Response Times, Average TAR, Median TAR and Responses Meeting TAR SLA widgets), select Agent in the Sent By filter.
API users now able to filter exports by tags
Previously in Care Analytics, the only way to filter by tags when generating exports was to use a Smart View.
Now API users in Care Analytics can write tag filtering directly into their API calls. Users can specify one or more of tag filters (all of these, any of these, and exclude these), similar to a Smart View:
All API endpoints will now include these three additional parameters:
- tagsAll: must have all of these tags
- tagsNone: must not have any of these tags
- tagsAny [multiple parameters allowed]: must have any of these tags
Note that this feature is not yet supported in the UI.
This is available for the following exports:
- Raw Author export
- Raw Incoming Post export
- Raw Response export
- Raw Conversations export
- Combined Raw export
- Raw Help Requests export
- Conversation Actions export
- Team Performance export
- Team Performance Interval export
- Response Approval export
See this article for more information about configuring Tags in Care, and this article about Tags in our developer documentation.
