Product Announcements

Workforce Management Analytics allows you to track agent productivity and optimize workloads, improving overall agent performance. Maximizing agents’ time utilization helps enhance customer support quality and key metrics such as Resolution Time and CSAT scores, resulting in more efficient and impactful customer service operations.

• Trends (Workload) Report: Provides aggregated agent time metrics, which help analyze overall team productivity patterns.
• Summary by Agents Report: This report details time metrics for each agent, facilitating a comprehensive evaluation of individual performance.
• Summary by Groups Report: Presents aggregated time metrics for each agent group, making it easier to compare group productivity.
• Analytics Agent API: This API provides agent-specific time metrics that can be used in custom dashboards.

Please check the Dashboard Analytics Glossary for additional information.

Admins now have the ability to set up real-time validations in custom bots, allowing them to ensure that user input adheres to specific formats. This new feature conducts instant checks on data as it’s entered, giving users immediate feedback if their input doesn’t meet the specified criteria. This capability guides users to rectify their entries on the spot, streamlining the data collection process and minimizing errors. As a result, it leads to more precise data submissions and faster issue resolutions.

Refer to our help article for more information.

Language AI for Text Template Translations allows for quick and efficient translation of text templates into any language with just one click. Admins currently have to manually create and manage content in multiple languages for Bots, Automation, Smart Intents, Smart Forms, Greetings, and Default texts, often using external translation tools and incurring additional costs. This feature automates translations, making the content management process more straightforward and cost-effective.

Key Highlights:

• One-Click Translations: Automatically translate text templates into over 70 languages with a single click.
• Support for All Templates: Translate new and existing templates effortlessly using Language AI.
• Manual vs. Machine Translation: Admins can choose between machine or manual translations to suit specific needs.
• Save as Draft: Add translations and save text templates in draft mode, ensuring active templates remain unaffected.
• Cost Savings: Eliminate reliance on costly external tools while ensuring consistent brand voice and quality in all languages.

Introducing a new enhancement to our bot workflows! Admins can now implement dedicated timeout branches within the bot workflow in the “Get Information” step of custom bot workflows. This feature addresses the problem of users going offline or not responding in time.

Instead of just redirecting users to a generic workflow with a Time-based automation, these branches in this new Bot step capability helps to retain user context, streamlining information gathering and preserving the context ensures a more seamless and tailored user experience.

Refer to our help article for more information.

Get a comprehensive view of AI-powered Answers performance with the new analytics now available on your dashboard.

• AI-powered Answers issues: View performance indicators such as CSAT and TTR.
• Non-AI-powered Answers issues: Measure the performance of the problems handled without AI-powered answers.
• Performance comparison: Compare the effectiveness of issue resolution with and without AI-powered answers.

You can find details on the reports and key metrics here.