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
Agent Synchronous Mode (Beta)
Note: To enable Agent Synchronous Mode for your Care instance, contact Khoros Support.
Admins can now enable and configure the new Agent Synchronous Mode feature for agents using the Push Next work queue configuration. Agent Sync Mode is a team-level setting that runs alongside Push Next and enables agents to prioritize both asynchronous conversations (standard content ingested by the channel) and synchronous conversations (live chats from Modern Chat) simultaneously in Agent View. Since Agent Sync Mode enables agents to prioritize both types of conversations, their workflow is maximized, and customers are responded to more efficiently.
Synchronous chats (from Modern Chat) now appear in the new Live Now section of the Queue Panel. Synchronous chats are given priority over asynchronous conversations.
Note: Modern Chat and Push Next must both be enabled before Agent Synchronous Mode can be set up for a team.
For more information, see About Synchronous Agent Mode.
Manage View
Personalized Columns: Needs My Approval
We have added a Needs My Approval column in Manage View to facilitate the review of outbound replies (i.e., replies sent by agents) requiring approval. Typically used by a supervisor or a member of an approval team, this new column type includes posts across all channels for which this user is a designated outbound-reply approver. This new feature helps Manage View users manage items awaiting their approval efficiently.
Note: Personalized columns are not constrained by the data filter applied to the current view. The Needs My Approval column displays all conversations that require the approval of the user viewing the column. This behavior differs from a general Conversations column with the Needs Approval filter applied, in that the general column displays all conversations that require approval, regardless of whether the current user has access to approve them.
