Khoros Care Release Notes, week of November 3, 2020
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
Dynamic Author Profile Link enhancements
You can use Dynamic Author Profile links to make it easy for agents to interact with an external system or service using author attributes that are already available in Response. You can configure Dynamic Author Profile links to use one or more profile attribute values of the author for the current conversation that is being viewed in Response.
With this release, Khoros Care now supports Facebook attributes in the dynamic author profile links. The three new Facebook attribute fields are:
- User ID (page-scoped ID or PSID)
- User Name
- Page ID
You can now pass that data to your URLs.
Learn more about Setting up Dynamic Author Profile links.
External Responses
External responses are responses that are sent by a person working for the brand but those responses originated from another tool or natively on the social network. External responses do not come from an agent using Response, a Welcome Response sent from Khoros Care, or a Bot Response.
When these responses are ingested into Khoros Care, they are identified with an External Response tag.
Note: An external response might have been sent via an app (a bot) that is not registered with Khoros Care. In this situation, the response is marked as an external response even though it was not sent by a human.
External responses appear in the conversation view with a visual indicator and include an External Response tag, shown here:
You can use this tag when creating your business rules, filters, and dashboards.
None of your existing workflows change as a result of this addition. Agents will start seeing these externally sent responses in Khoros Care. Previously, agents had no insight from Khoros Care that the customer had already received a response. External Responses are currently supported for Twitter, Facebook, and Instagram.
Note: We are adding these new tags as part of our Care and Marketing integration to identify brand responses that were sent from Agent View, Manage View, or from outside of Khoros Care (External). These tags will be applied to appropriate responses and will be visible on the conversations where applied, as well as available for any type of workflow (routing, prioritization) where tags can be used.
For brands that have users who send responses natively or with other tools that will now show up in Khoros Care, we are expecting minimal impact to analytics:
- External responses will have no impact on calculation of response time (TAR, the customers wait time).
- Conversations with External Responses that do not have Agent Responses will still show up in the Conversations Awaiting Response widget.
- For handle-time calculations, received external responses will count as a “terminating event”. For example, if an agent is in the process of writing a response and an external response is received, and the agent subsequently closes the conversation (because they no longer need to respond), the agent will end up with Response Assist HT and Close-wrap HT that most closely represents how the agent spent this time.
- External Responses are not expected to remove a conversation from “Conversations Awaiting Response” and are expected to leave a conversation as “unengaged”.
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