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 soon.

New Features

Khoros Communities integrations

For Care integrations with Khoros Communities (Classic or Aurora), the username of the account associated with the integration is now displayed alongside the URL of the community.

To learn more about Care integrations with Communities, refer to Integrate Care with Khoros Community. 

You Found It. We Fixed It.

Agent Assist

• The dates on the Feedback tab are no longer truncated (showing only the first two digits of the year) and now reflect the full year.

Integrations

• In rare circumstances, agent responses were intermittently duplicated in conversations. This has been resolved.
• Conversations no longer intermittently report “No Account Available for Responding.”

Push Next configurations

• In Push Next configurations, conversations now consistently load for agents receiving them in their Assigned to Me queues from the Pending queue.

System tags

• The Engagement system tag group now appears in Admin, Manage View, and Analytics. Due to its inclusion in Analytics, you can now also use this group, which includes Like and Share, for reporting purposes.