Khoros Care Release Notes, week of August 8, 2022
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
Automation Manager
This feature is currently in a Limited Availability (LA) Release and is available for Care customers who have Automation Framework. If you don’t have Automation Framework and want to use this feature, contact your Account Manager.
To enhance visibility and control over your automations, we have added Automation Manager in Care Settings. This user-friendly interface lets you view and manage your Khoros Flow and third-party bots; create and edit automations; put them into live, maintenance, or monitoring modes; and more.
Try our walkthrough below to see the process for adding an automation in Automation Manager, or see Automation Manager for more details.
Flow integration with Care
This feature is currently in a Limited Availability (LA) Release. If you already use Khoros Flow, you can submit a request to have it integrated with your Khoros Care instance. Our team will complete the integration process within the next two weeks, at which point Automation Manager will automatically be enabled. To integrate your accounts, you must have:
- Automation Framework
- A single instance of Care and a single Flow organization
Note: Automation Manager is not supported for multiple Flow Organizations linked to a single Care instance.
If you meet these requirements and would like to have the Flow integration enabled for your Care instance, complete this form.
You can now integrate your Khoros Flow account with Khoros Care for a more unified automation management experience. You can view, search, filter, edit, review, and switch specific Flow projects from the Care navigation bar. You can also modify Flow bots and intents from Care without logging into separate platforms.
Managing Flow users in Care
Khoros automatically syncs Care and Flow user accounts to reduce the complexity of user management for Admins. User sync requires a one-time email verification, after which the Care user account inherits Flow user permissions. You can manage Flow User Type permissions for each Care user at Care Settings > Account Setup > Users.
Care Analytics
Online Agents Table View
The Online Agents widget now includes a table visualization option that displays all agent states, including custom states, in a list format.
This table displays the number of agents in each state and is filterable by custom states. You can click a row to drill down and see a list of all agents in a given state as well as the total time each agent has been in that state.
Note: If the Hide Agent PII feature is enabled, agent names will be replaced with their team names and the agent avatars will be replaced with the default agent avatar.
Manage View
Bulk Operation Advanced Mode
Manage View’s new Bulk Operation Advanced feature is a smart way to perform multiple bulk operations simultaneously. You can perform individual or combined bulk operations on selected conversations including closing and reopening conversations; assigning or reassigning work queues and agents; updating priority; setting snooze times; and adding and removing tags. Using the new Advanced tools, it’s easy to perform multiple bulk operations in a single action.
The Bulk Operation Advanced option is a power version of the single-click bulk action tool. However, it is still the fastest way to do a single action. For combined actions, use the new Advanced bulk tool.
Learn more about Manage View Bulk Operations.
You found it. We fixed it.
Manage View
- Previously, the Reset to Default filter option in the Smart View column did not reset the column items. This is now fixed to display posts and conversations based on the default settings selected at the time of column creation.
- For the Moderation column, the Approve option in the bulk action mode did not approve the unmoderated posts. You can now approve unmoderated posts using the Approve option.
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