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
• TikTok available for all Care users
• Add YouTube and LinkedIn handles to author profiles
• Move agents to different teams without impacting approval workflow
• Accessibility improvements: updated styling for elements in focus
• Care Analytics
• Source filter for Incoming Conversations widget
• Dashboard widget limit no longer includes text widgets
• Manage View filter for Handle Time
• You found it. We fixed it.
• Care
• Manage View

New Features

TikTok available for all Care users

In a previous release, we announced our partnership with TikTok and support for ingesting TikTok comments into Care. All Care instances can now be connected to TikTok without the need to contact our Support team to enable the integration. TikTok automatically appears as an available source at Care Settings > Source Integrations.

Learn how to connect your TikTok account to Care.

Add YouTube and LinkedIn handles to author profiles

With this release, we’ve added the ability to manually assign YouTube and LinkedIn handles (account names) to Care author profiles.

Note: You can add handles only for authors who have existing conversations in Care. If no content has been ingested from the account you want to add, it can’t be associated with an author.

In the author profile panel, click the edit icon (pencil) or text link to add YouTube handle or add LinkedIn handle. 

If you don’t see a placeholder link for the handle you want to add, click + add new field at the bottom of the author profile and select the appropriate network. 

In the blank field that displays, enter the appropriate handle for the LinkedIn or YouTube account.

After you add a handle to an author profile, you can click on the handle to view the author’s associated social media account from any conversation with that author.

Move agents to different teams without impacting approval workflow

When agents have varying levels of knowledge and experience, the team response approval workflow is an important piece of quality assurance. With this release, we’ve made improvements to ensure that the removal or transfer of a team member doesn’t impact this process.

Previously, if a responding agent needing approval moved to a team where no approval was required, but their response was only approved after they changed teams, the comment did not get sent to the customer when it was approved. Instead, the original agent who requested approval needed to locate the conversation to cancel the approval request and then send the response.

With this enhancement, response approvals are not revoked if the person who requested approval is removed from the requesting team. The response is successfully sent to the customer with the conversation state set to Pending and remains assigned to the original agent.

If a response is rejected by an approving team member and the original requester is no longer on a team that requires approvals, the conversation gets unassigned and is placed back into the Available queue.

Learn more about setting up team response approval reviews.

Accessibility improvements: updated styling for elements in focus

In our last release, we announced various accessibility improvements for Agent View. With this release, we’ve built upon these changes to add visibility focus for even more elements. We’ve also improved the styling of the focus box around these elements and added screen reader compatibility to the majority of fields.

These accessibility updates apply to every Khoros Care instance, but some changes will be more noticeable to certain users. Agents who use a screen reader will hear the labels read out loud as they use keyboard controls to navigate. Additionally, agents who navigate using the tab ↹ and back tab keyboard functions will see an updated blue outline for elements that are in focus.

Care Analytics

Source filter for Incoming Conversations widget

We’ve added a new Source filter to the Incoming Conversations widget. With this setting, you can choose one more source networks for which you want to view conversation data.

Note: Only sources you’ve enabled at Care Settings > Source Integrations will appear as options for filtering.

Dashboard widget limit no longer includes text widgets

With this release, text widgets no longer count toward the maximum number of widgets you can configure on your personal dashboard (My Dashboard) or Shared Dashboards. 

You can now add up to 50 text widgets in addition to up to 50 standard widgets, enabling you to maximize the value and flexibility of your dashboards. Configure all the essential data you need, then label and organize that data in a way that works for you and your team.

Note: If you try to add a widget to a dashboard that already contains either 50 text widgets or 50 non-text widgets, you’ll see an error message letting you know that you’ve reached the maximum limit for that type of widget. You can remove an existing widget to make room for a new one

Manage View filter for Handle Time 

When working with widgets, dashboards, and exports that show Handle Time, you can now choose whether to include data for Manage View only, Agent View only, or both. 

Prior to this change, all Manage View handle time was recorded as “non-Agent time” (time spent outside of Agent View). Analytics users were unable to see when conversations were partially worked on or fully resolved from Manage View.

This update gives you the option to exclude Manage View time from reports on Agent data or isolate Manage View time to run reports on managers and supervisors who work conversations.

Widgets

Handle Time filtering is now available in these widgets: :

• Agent Performance
• Agent Handle Time
• Workforce Utilization

To filter Manage View Handle Time for any of these widgets:

1. Sign in to Khoros Care as an Analytics user and go to Analytics.
2. From the dashboard, click + Add Widget. (If you’ve already added the widget for which you want to filter Handle Time, skip to step 4.)
3. In the Response tab, under Agents, select one of the three supported widgets listed above (e.g., Agent Handle Time).
4. In the Settings section, turn on Handle Time.
5. Select Manage View.
6. Click Done.

Note: When the filter is in its default disabled state, the widget displays data for total Handle Time in all views. You need to turn on the filter only if you want to limit data to one view or the other. 

The widget still shows data in the same visual format with drill-down capabilities. However, the data depicted is now only for Manage View.

Dashboards

The Manage View handle time filter also exists at the dashboard level for both Operational dashboards (including Work Queues and Smart Views) and Team dashboards.

Look for the new Handle Time menu at the top of the page, to the left of the priority level icons:

From the Handle Time menu, choose All Handle Time, Agent View, or Manage View. 

• All relevant widgets on your operational dashboard display data that reflects your Handle Time selection.
• Team dashboards are formatted as tables. All relevant columns that include “HT” (Handle Time) as part of the column name reflect your Handle Time filter selection.  
  

Exports

When you change the Handle Time filter on a dashboard, any associated reports you export from that dashboard are also affected by your selection. 

You can filter the following reports to include only Manage View or Agent View data:

• Raw Response export
• Raw Conversation exports (New, Closed, Open)
• Combined Raw export
• Raw Help Requests export
• Team Performance export
• Team Performance Interval export
• Raw Response Approval export
  
  

Important note about Handle Time data collected prior to this release:

Manage View and Agent View Handle Time will be tracked separately as of July 5, 2022. Any data collected prior to that date is calculated with all Handle Time set to Agent View.

If you filter your data using a date range that begins before July 5, 2022, the earlier conversation data will have been tracked differently from the rest. Manage View Handle Time will exist only for conversations ingested into Care after July 5, 2022, while conversations that were ingested before that date—but are still within the selected time range—will have Handle Time calculated entirely in Agent View. For this reason, we recommend that you filter for Manage View Handle Time data using dates beginning on or after July 5, 2022.

You found it. We fixed it. 

Care

• Previously, when an agent responded to a community post by adding a knowledge base article, the URL for the article appeared instead of the hyperlinked title of the article. This has been resolved.
• Previously, when an agent attempted to delete an author’s comment on a LinkedIn brand post, they received an error. This has been resolved.

Manage View

• Previously, when you selected the Engagement Status for a column as Engaged or Not Engaged, the search function for the column did not fetch posts and conversations based on the search keywords. You can now set the Engagement Status for the column and also search for posts and conversations using the keywords.