Khoros Care Release Notes, week of February 7, 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
- New Features
- Agent permissions for viewing redacted content
- Manage View
- Date Range Time Filter
- Topic Posts with Solved Tag
- Edit Post and Subject
- You found it. We fixed it.
- Response
- Manage View
Agent permissions for viewing redacted content
Khoros Care already supports the ability to create content filtering rules that redact sensitive or personally identifiable information. Although this information is redacted in Agent View, it can still be exposed and viewed by an agent if necessary, as shown below.
With this release, we’ve added an Allow Agent to Unredact option that lets you control whether agents can view redacted content associated with a specific inbound content rule.
By default, this option is enabled for all content rules. To prevent agents from viewing redacted content for a specific rule, you can manually disable this option.
Note: The Allow Agent to Unredact option only appears when Scrub Content is disabled. When content scrubbing and replacement is in effect for a rule, the content is automatically deleted upon ingestion into Khoros Care, and therefore cannot be viewed by any user.
See our article on Content Filtering for more information.
Manage View
Date Range Time Filter
We have further enhanced the time interval filters for Manage View. In this release we have added the Older Than filter option, a counterpart to the Newer Than filter option. The range selector itself is also more granular: you can choose newer/older than years, months, days, hours, etc. by specifiying the interval and numerical value you want.
The Older Than filter option enables you to set a time boundary and see all content older than that bound. For example, if you set the time range to 24 hours, it displays everything older than yesterday, whereas Newer Than shows you everything that came in yesterday up until now.
The default value for this filter is "Newer Than 7 Days" to match the prior default functionality: the Newer Than filter is identical in function to the Live option which it replaced.
These new date range options support a wider range of important filtering applications: see the list just below the screenshot for some examples.
Note: Conversation and Smart View columns offer an unlimited history, from the time your company began using the Khoros engagement. This is a significant extension over the more limited history view that Manage View provided in the past. By comparison the real-time Post and Moderation columns remain more limited, providing a look at the past three (3) months of real-time post activity. This limited period will be extended throughout the year depending on customer use cases for historical post-level data.
You can use the Older Than filter to find:
- Posts older than 24 hours that do not have engagements by choosing the No Engagement status for columns of interest;
- Threads that are older than one week that do not have Accepted Solutions by excluding the new Solved tag. (See below).
Note: When using this new filter for the first time, you might see an error in the selector. You can execute a forced reload of the component (for example, SHIFT+F5 or CTRL+SHIFT+R for Chrome|Windows, SHIFT+Command+R Chrome|Mac) to reload the Date Range component.
Learn more about the Manage View time interval filter.
Topic Posts with Solved Tag
When a topic post is designated as having an accepted solution, the conversation containting the solution has always appeared in Response bearing an Accepted Solution tag. However, if the underlying thread had been split into more than one conversaton, the conversatons not containing the solution were not marked. With this new enhancement all conversations contains this solved topic post are marked as Solved.
The benefit? Previously, to search for unsolved posts, you could create a Manage View filter or a Smart View and exclude the Accepted Solution tag. However, the result set also included all conversations based on the solved topic post that contained the non-solution posts, and hence found conversations based on the (solved) Topic Post that did not convey the fact that they had been solved. That meant extra work for you. The Solved tag addesses this; By excluding the Solved tag you now see a list limited to only truly unsolved Topic Posts, saving you time.
Edit Post and Subject
As a Community Moderator or a Manage View Admin, you can edit the post subject line as well as the post itself in the conversation panel as you moderate your Khoros community.
Usage Notes:
To edit the subject line of the post:
- you need to have Manage View Moderator or Admin privileges;
- you must claim the post prior to editing.
You found it. We fixed it.
Response
- Resolved an issue that caused the “Like” system-applied tag to persist on a Facebook post in Agent View even after an agent had unliked the post.
Manage View
- Previously, when you tagged a post as Accepted Solution in the community, it did not reflect in the Manage View conversation panel. You can now see accepted solution tags adjacent to the post from the conversation panel.
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