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
Work Queue Visibility setting relocated
We've consolidated and reorganized a few Care Settings related to agents. This reorganization provides better context around settings that impact agents' response capabilities versus how agents can work the conversation queue.
A new Conversation Options subsection under General Settings > Agent Settings includes several settings that were previously grouped under Response Options.
The new Conversation Options section also includes the Work Queue Visibility setting, “Allow Agents to have view-only access to Work Queues they are not assigned to”, which was previously located under Account Setup > Security.
See below for the Before and After versions of General Settings.
Before
After
Care Analytics
Improved formatting for Survey Results widget
With this release, we’ve updated the look of the Survey Results widget that displays NPS and CSAT feedback data.
The Survey Score and Completion Rate values now appear side by side at the bottom of the widget. We’ve increased the size of those numbers for quicker visibility, while resolving a display issue that caused the Survey Score to overlap with the widget Settings icon.
NPS Survey Results
CSAT Survey Results
Learn more about the Survey Results widget.
Learn more about NPS/CSAT Customer Feedback.
Developer Updates
Monitoring Bots
Monitoring bots enable you to create passively-monitoring bots that can perform administrative tasks, use context sourced from external resources (content management systems, databases, etc.), and do so in parallel with a live chatbot, agent, and/or additional monitoring bots.
Like live bots, monitoring bots listen to events throughout the duration of the conversation. They receive updates from the moment the conversation is initiated to the moment it is over. Unlike live bots, monitoring bots have a more restrictive set of functionality, preventing conflicting messaging between live bots or agents and the user.
With this update, the maximum number of simultaneous bots per source integration increases to 10. The total live bot maximum remains at 1, but it can be combined with up to 9 monitoring bots. If you aren't using a live bot, you can deploy 10 monitoring bots.
You can find more information about Monitoring Bots in our Developer Docs.
You found it. We fixed it.
- Resolved an issue with Brand Messenger that caused the cursor to jump to the beginning of the drafted message when an incoming document was updated on the conversation. The cursor now remains at the expected location in these circumstances.
- Previously, carousel images were not ingested into Response, and only captions were being displayed. This has been resolved, and carousel images are now correctly ingested into Response. At a later time, a fix will be released that will address URL expiration that may cause carousel images to disappear in Response.
