With this release, you’re going to start seeing a new type of interactive documentation in our Release Notes and some knowledge base articles. To learn how to use and get the most out of this content, check out this quick 2-minute video:
New Features and Updates
Create Multiple API Users
Beginning October 4, 2021 Care Analytics will support multiple API users. Previously only one user per company was able to be assigned the API role in Admin > General Settings > Analytics API. Now, up to 5 users can be assigned this role, making it easier to share developer responsibilities in your organization and ease bottlenecks.
There will be no impact to existing API users and you don’t need to do anything to activate this functionality.
Customers can request additional users up to the limit through the existing process.
Learn more about the Care Analytics API.
Agent Reassigns Column Drilldown
Starting October 4, 2021, users will be able to view data for conversations in the agent reassigns tab in the Agent Performance Widget (table display option only). Managers will now have a more granular view of why, how, and to whom their agents’ conversations have been reassigned, and what the details of those conversations have been. There’s also an option to open the conversation in the agent tab to go even further or take action.
To see how to access this information, check out the interactive tutorial below.
Here's an interactive tutorial
Learn more about the Agent Performance Widget.
Instagram Survey Support
Starting October 4, 2021, Care Analytics will support customer feedback (NPS/CSAT) surveys from Instagram Direct Message conversations in the Survey Results Widget. To isolate Instagram DM surveys in the widget, toggle the Network Filter and choose Instagram:
