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
- Change Log filters temporarily removed
- Care Analytics
- New Closed Engagement Rate metric
- You found it. We fixed it.
- Manage View
New Features
Change Log filters temporarily removed
The Events filter and the Users filter have been temporarily removed from the Change Log page. Improved and more robust filters will be available in an upcoming release.
Learn more about the Change Log.
Care Analytics
New Closed Engagement Rate metric
The new Closed Engagement Rate metric has been added to the Agent Performance widget. This metric measures the percentage of conversations with engagement that the agent closed during the specified time period. Closed Engagement Rate is calculated by dividing the number of Closed Engaged conversations by the number of Closed conversations (CER = Closed Engaged/Closed).
Example: An agent closed 5 conversations during the specified time period, 4 of which had engagement.
CER = 4 Closed Engaged/5 Closed = .8 = 80%.
Learn about the Agent Performance widget.
You found it. We fixed it.
Manage View
Previously, bulk actions for the Smart View column failed when the Older Than filter was applied to the entire view. We have fixed this; you can now perform bulk actions for up to 1000 conversations in combination with the Older Than filter.
