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 feedback in Care
• Manage View
• New Post column filters
• Download attachments
• You found it. We fixed it.
• Care

New Features

Agent Assist feedback in Care

In the Agent Assist area of a conversation, agents can now submit feedback regarding Agent Assist. This enables them to indicate whether module/widget content is helpful, unhelpful, incorrect, or missing information. Agents can also choose to submit overall feedback on the feature.

To submit Agent Assist feedback:

1. In Agent View, in the Agent Assist area, click Provide Feedback.
   
   
2. Select a Subject and a Feedback category based on the type of feedback you want to submit.
3. (Optional) In the Tell us more field, enter any additional details you want to include in your feedback.
   
   
4. Click Submit.

After agents submit their feedback, Agent Assist Admins can view it directly in Care. Reviewing this feedback can aid admins in determining which modules/widgets are most effective in helping agents and which ones need improvement.

To view Agent Assist feedback:

1. Sign in to Care as an Agent Assist Admin and go to Settings > Account Setup > Agent Assist.
2. If feedback has been submitted for a particular module, an orange Feedback available label is displayed in the Feedback column. To view the feedback, click the label.
   
   
   Note: You can also view all feedback at once by clicking the Overall Feedback tab at the top of the page. To view the conversation for which a feedback item was submitted, click Go to Case Details (diagonal arrow icon). To return to the list of modules, click the Configure tab.
   
   
3. Beside the widget for which the feedback was submitted, an orange badge is displayed with a count that indicates the number of feedback items available for that widget. Click the module to open its settings.
   
   
4. Click the Feedback tab.
5. Review the feedback. To view the conversation for which a feedback item was submitted, click Go to Case Details (diagonal arrow icon).
   
   

For more information, see Set up and configure Agent Assist or Use Agent Assist to respond to customers.

Manage View

New Post column filters

With this release, the Manage View Post column now has three new filters: First Post, Reply, and Any Post or Reply for specific source channels: Khoros Community, YouTube, and LinkedIn. These Manage View filters work only on specific channels as these channels allow us to distinguish between parent posts and corresponding replies. 

Note: If any other sources are selected, these filters are disabled.

Each filter option displays the following:

• First Post: Only the first post for the topic.
• Reply: Posts that have replies.
• Any Post or Reply: Posts or replies for the topic—this is a default option for all Post columns.

For more information, read about filters available in Manage View columns.

Download attachments

As a Moderator or Community Manager, you can now view and download attachments, including any rich-media content such as images, videos, PDFs, MP3s, and MP4s inline within posts.

Community members can use the Upload option or the Drag and Drop/Browse option to add media content. 

Attachments options	Identify attachment type	Download option
Drag and Drop/Browse	An attachment icon is displayed with the file name. The File tag is applied. Supports different types of files (.pdf, .mp4, etc).	Downloadable
Upload	The media is displayed in the post content. The Image tag or the Video tag is applied.	Non-downloadable

 

Click the file name to download the attachment.

Read more about Manage View columns.

You found it. We fixed it.

Care

• Previously, for users with the Rules Admin user type only, the Flush tab on the Global Priority Time Settings page displayed only the P0 priority with incorrect flush hours. Now, the tab displays all priorities with the correct flush hours.
• Previously, when an agent hovered their cursor over an email conversation in the Agent View Queue Panel, the preview of the email content was displayed incorrectly and hid some of the other elements of the conversation (for example, the Close as Irrelevant button). Now, the email preview is displayed as expected.