Khoros Care updates do not require any downtime. This release will be deployed with no expected impact to your operations until you configure the new features. If you do not yet see the new features, they will be pushed to your system later in the week.

• New Features
• Manage View
• Engagement Status filters
• Needs Attention column
• You found it. We fixed it.
• Manage View

New Features

Manage View

Engagement Status filters

In the Conversation column, the Engagement Status filter has three options to filter the conversation: Brand, Non-Brand, and No Engagement. You can use these filters to refine your Manage View moderation and management columns.

Options	Displays
All options enabled/ No options enabled	All conversations irrespective of engagement status.
Brand	All conversations with brand engagement only.
Non-Brand	All conversations with non-brand engagement only.
No Engagement	All conversations that have not been engaged with.
Brand + Non-Brand	All conversations that have been engaged with.
Brand + No Engagement	All conversations except for those engaged with by a non-brand.
Non-Brand + No Engagement	All conversations except for those engaged with by the brand.

 

Read more about Manage View column-based filters.

Needs Attention column

With this release, we have a new personalized Manage View column- Needs Attention in My View. A conversation is moved to the Needs Attention column in the following scenarios:

1. When a private conversation is soft attached to an existing conversation that is already assigned to the agent. The agent must decide whether or not to associate the new conversation with the existing one. After the agent chooses to take action, the conversation is moved to the Assigned to Me queue.
2. When a  customer replies to a conversation after it is split, it causes both conversations to move to the Needs Attention queue.
3. When the agent is part of a team that requires approvals and the agent's post is approved with edits.
4. When a response fails to post due to an error.

 

Learn more about Manage View Columns. 

You found it. We fixed it.

Manage View

• Previously the Engagement filter did not distinguish the brand versus non-brand engagements. With this release, the Engagement filter has been enhanced to address the reported issue. Conversations can be selected based on engagement by brand, non-brand, both, or not engaged by anyone.

• Previously, when a customer replied privately to an open conversation with a Pending status, the conversation did not move to the appropriate status until the private message had been attached to the correct conversation. We have addressed this by moving conversations awaiting attachment to the Needs Attention queue.