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
Manage View Enhancements
Date Range Filter
As a starting point for Manage View enhanced Date Range filtering tools, in this release we are introducing enhancements to the “Live” range selector you’re already using. In this release we are introducing "Newer Than," a new filter replaced the Live option that was previously part of Manage View: "Live" and "Newer Than" are identical in function.
With th new filter, we are adding more granular control: 3 months, 2 months, 1 month, 24, 12, 8, 6, 4, or 2 hours. In short, you can now specify both the interval and the unit. You can bracket just about any time interval your business requirements demand. With this enhanced live range selector, you can still choose newer than 2 years, 1 year, 6 months, etc., just as you do now.
The default value in this filter is set to 7 days.
Note: When using this new filter for the first time you may see an error in the selector: please execute a forced reload of the component (for example, SHIFT+F5 or CTRL+SHIFT+R for Chrome|Windows, SHIFT+Command+R Chrome|Mac) to reload the Date Range component.
As in the past, the Newer Than filter is applied to the entire view: all columns are filtered per the date range selected. And as an added enhancement, the new component allows you to select any date range in a Conversation column–even those much older than 2 years. This helps you to quickly review older Community threads with valued and accepted solutions. The real-time Post column remains limited to 3 months, so selecting a longer period will not display posts in the Post or Moderation columns that are more than 3 months old.
Learn more about the Manage View time interval filter.
Last Activity Date
For the Post and Moderation columns, you now filter posts and conversations based on the latest activities. For example, if you select the Last Activity Date filter option, the column displays the post and conversations that have replies or social actions in order of the latest activity date: this is useful in the real-time Post column for finding activity in addition to posts and messages.
Learn more about Manage View column filters.
Filter Posts with No Response
For the Conversation column, you can now filter conversations that have responses or no responses. Using this new capability, you can create a Conversation column of all new arrivals, filtered by priority, assignment, etc.
You create the column or edit the column with the following Engagement Status:
- Engaged: Displays conversations that have at least one post, or response.
- Not Engaged: Displays conversations that don’t have even one post, or response.
- Any: Displays all conversations irrespective of the responses.
Learn more Filters available in Manage View columns
You found it. We fixed it.
Response
- Previously, when an agent hovered their cursor over a hyperlink in a draft text box, the cursor changed to the hand icon, which made it appear as though they could select the link. Now, the cursor no longer changes upon hover over such hyperlinks since they cannot be selected.
- Resolved an issue that caused tables from Community posts not to ingest properly into Care.
- Previously, in Care Settings, when the Show emoji picker checkbox was not selected, the emoji picker was still being displayed in agent self-service templates. Now, the Show emoji picker toggle, whether enabled or disabled, is respected in agent self-service templates.
Manage View
- Previously, if you gave Kudos to an old post in the community, the timestamp for the post in the Post Column updated to display the time of that Kudos action. We have now fixed this so that the timestamp shows when the post originated, regardless of when additional actions were performed on the post.
- To maintain privacy, we have removed the option to perform any social actions on private messages. You can now only perform social actions on public posts.
- Previously, the Assigned to Me column did not display conversations that were older than 1 year. You can now view all posts in your assigned queues, regardless of the timeline.
- We renamed the First Post Date filter option for the Post column to Post Date. The expected result for this filter displays the original posts.
