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

Care Analytics

Agent Performance widget updates

Within the Agent Performance widget settings, in the Moderator section, we have added three new column options: Posts Approved, Posts Rejected, and Posts Marked as Spam. These additions correspond with the feature included in a past release that enables community moderators to moderate community posts in Manage View.

To enable the new moderator columns:

1. In Khoros Care Analytics, open the Agent Performance widget settings.
2. Select the Table view.
3. In the Columns To Display drop-down menu, in the Moderator section, select the columns you want displayed in the widget.
   
4. Click Done.
   
   The Agent Performance table widget updates to display the columns you selected.

Tags widgets updates

Prior to this release, the Tags widgets could be grouped only by the authors who posted content relevant to the tags. You can now group the Overall Volume of Tags widget and the Trending Tags widget by post or by conversation.

Note: Analytics for the new Post and Conversation grouping options are calculated for data recorded as of the release date and forward. Analytics for these options are not available for historical data.

To group tags widgets by post or conversation:

1. In Khoros Care Analytics, open the Tags widget settings.
2. Select whether to adjust the settings for the Overall Volume of Tags widget or the Trending Tags widget.
3. Turn the Group By toggle On. Or, if the Group By toggle is already On, continue to step 4.
4. In the drop-down menu, select whether to group the widget data by Author, Post, or Conversation. By default, the widget data is grouped by Author.
   Note: These grouping options cannot be combined.
   
5. Click Done.
   The respective tag widget updates based on the grouping option you selected.

You found it. We fixed it.

Care

• In Agent View, when an agent attempted to copy text from a conversation they were viewing, their cursor jumped to the response field, and the text was not successfully copied. Agents can now successfully copy text from a conversation with their cursor remaining in the expected location, then paste the text in the response field.