Khoros Care Release Notes, week of October 2, 2023
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 Assist
- Change Log (Beta)
- Event Delivery (Beta)
- Include standard (non-expiring) field responses on secure forms in post metadata
- Talkwalker integration
- Manage View
- Work queue selector
- Bulk selection improvements
- You found it. We fixed it.
- Manage View
New Features
Agent Assist
The new Agent Assist feature is now available in Care. Agent Assist is an AI-powered tool that provides agents with step-by-step guides (created in Flow), accepted solutions within knowledge bases, external links, and response templates to aid them in quickly and effectively responding to customers. Admins can configure Agent Assist so that these resources appear directly in the Common Conversation Panel (CCP), enabling agents to find the information they need without ever leaving Care.
Note: To have Agent Assist enabled in your Care instance, contact your Account Manager for details.
For more information on Agent Assist, see the following articles:
- Set up and configure Agent Assist
- Agent Assist in Khoros Flow
- Use Agent Assist to respond to customers
- Agent Assist in Care Analytics
Change Log (Beta)
The new Change Log feature in Care enables admins to track actions taken by other admins in their organization. These actions include adding, editing, deleting, deactivating, or archiving information on any of the following pages within the admin Settings menu:
- Source Integrations
- Users
- Tags
- Work Queues
With this increased visibility into changes in the system, admins can review specific events that occurred and revert them as required. For example, if an admin notices that certain conversations are being routed to the incorrect work queue, they can check the Change Log to determine what specific action may have caused the issue as well as who took that action.
To access the Change Log, sign in to Care as an admin and go to Settings > Account Admin > Change Log.
Learn more about the Change Log.
Event Delivery (Beta)
The new Event Delivery feature is now available in Care. Account Admins can now configure API endpoints that enable their brand the ability to securely and automatically share agent state information with third-party workforce management systems.
To access Event Delivery, sign in to Care as an admin and go to Settings > Integrations > Event Delivery.
Learn how to set up Event Delivery in Care.
Include standard (non-expiring) field responses on secure forms in post metadata
Admins can now choose to include customer responses to standard (non-expiring) fields on a secure form in the post metadata for a conversation. This provides agents with an easy way to reference the information directly from the Common Conversation Panel (CCP) without having to reopen the form.
To include standard (non-expiring) field responses in post metadata:
- Sign in to Care as an admin and go to Settings > Developer > Forms.
- Click + New Form to create a new form, or locate the appropriate form and click Edit (pencil icon).
- On the Form Settings tab, below Metadata Handling, select the Add non-expiring form responses to post metadata checkbox.
- Click Save.
Learn more about how to manage secure forms as an admin.
Talkwalker integration
Admins can now integrate Care with Talkwalker as a standard source integration. Talkwalker is a powerful social listening tool that enables brands to better understand their social presence and engagement.
Note: To integrate Care with Talkwalker, you must have Talkwalker included in your contract with Khoros and ensure that you have completed the Talkwalker onboarding process.
Learn how to set up the integration or about Talkwalker’s network capabilities.
Manage View
Work queue selector
In this release, we have improved the work queue selector with the redesign of the Work Queues filter. While creating and editing a Manage View conversation column, users can now de-select all queues, select all queues, or select individual queues from the list of work queues to which they've been assigned (My Work Queues) or the list of work queues to which they are not assigned (Other Work Queues).
- My Work Queues: Lists all the work queues that are assigned to you.
- Other Work Queues: Lists all the work queues that are not assigned to you.
Note: The users can see the Other Work Queues list depending on the constraints on work queue visibility set by an admin.
Note: What users can see is still limited by the work queues to which they have been permitted access and whether or not the Allow Agents to have view-only access to Work Queues they are not assigned to setting is enabled on the admin General Settings page.
Learn more about Manage View columns and filters.
Bulk selection improvements
We have improved the Manage View bulk selection experience with these enhancements:
- After selecting an item, you can hover your cursor over the plus icon for the item and click Select posts/conversation for bulk actions.
- While an item is selected, you can hover your cursor over the minus icon for that item and click Unselect entity.
Learn more about bulk actions in Manage View.
You found it. We fixed it.
Manage View
- Previously, if there were multiple source integrations for Brand Messenger, the hierarchical patterns of source names, widget names, and widget rules were not displayed accurately. We have fixed this now to display the right order for multiple source integrations.
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