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 (Beta)
Note: The beta release of the Change Log has been delayed. The feature will be available and enabled by default for the following release.
The new Change Log feature in Care enables admins to track administrative actions taken by other users in their organization. These actions include adding, editing, deleting, deactivating, or archiving information on any of the following pages within the admin Settings menu:
- Source Integrations
- Users
- Tags
- Work Queues
With this increased visibility into changes in the system, admins can review specific events that occurred and revert them as required. For example, if an admin notices that certain conversations are being routed to the incorrect work queue, they can check the Change Log to determine what specific action may have caused the issue as well as who took that action.
Learn more about the Change Log.
Care Analytics
Conversations Awaiting Agent Response widget update
Prior to this release, in the Conversations Awaiting Agent Response widget, bot responses were counted as agent responses, meaning the widget did not display conversations awaiting a response after being handed off from a bot to a live agent. With this update, users now have better visibility into how long customers wait for an agent response after a bot-to-agent handoff occurs.
Example: A conversation appears in the Available queue at 9:00 a.m. A bot claims and responds to a conversation at 9:01 a.m. The bot then hands off the conversation to a live agent at 9:05 a.m. By 9:35 a.m., the customer is still awaiting an agent response.
In this case, the amount of time the customer has waited for a live agent response is 30 minutes (from 9:05 a.m. to 9:35 a.m.).
Learn more about the Conversations Awaiting Agent Response widget.
