Product Announcements

The Issue Summary feature automatically condenses customer support conversations into concise summaries. These summaries include details about the customer’s issue, attempted resolutions, reasons for unsuccessful attempts, and additional context. This ensures agents can quickly grasp essential information, preventing delays, promoting clarity, and maintaining consistent understanding across different agents. By eliminating the need for manual reading and retrieval of information, agents can resolve issues more efficiently, enhancing overall productivity in customer support operations.

Key Benefits

1. Effortless Retrieval and Quick Comprehension: Eliminate the need for manual information retrieval, saving time, minimizing the risk of overlooking critical details, and ensuring quick understanding of customer issues during ticket switching or transfer.
2. Contextual Continuity and Uninterrupted Transitions: Prevent context loss during ticket transfers or agent shifts, facilitating smooth handovers for seamless resolution without delays.
3. Consistent Style: Maintain uniformity in summaries across different agents, promoting clarity and consistent understanding.
4. Efficiency in Escalations: Streamline the review process for supervisors to make quick, informed decisions about escalated tickets and audits.

Take your customer understanding to the next level with the AI Sentiment Analysis feature. Analyzing the emotional tone of customer conversations allows you to gain valuable insights into their sentiment as they engage with support. This gives agents a chance to tailor their responses, provide a more empathetic and personalized experience, and even change the outcome of the customer satisfaction score. Seamlessly integrated into the Agent Workspace, this tool allows support teams to gauge the evolving sentiment of customers with Sentiment Trends as the conversation progresses.

Key Benefits

1. Enhanced Customer Experience: By accurately detecting and understanding consumer sentiment, agents can craft personalized and empathetic responses, thereby elevating overall customer satisfaction. 
2. Efficiency Boost: Prioritizing and promptly addressing negative sentiment messages reduces resolution times, enhancing support efficiency. 
3. Data-Driven Insights: The accumulation of sentiment data offers valuable insights into consumer sentiment trends, pinpointing areas for support enhancement and strategic improvement.
4. Seamless Integration: Integrated directly into the Agent Workspace, Sentiment Analysis seamlessly becomes a part of your support team’s workflow, enabling them to gauge player sentiment effortlessly

The new annual update is crucial for maintaining the optimal performance of your applications and preparing them for our future releases. Key updates include:

• Enhanced OS Support: Compatible with Android 7-15 and iOS 14-18, ensuring your app stays up-to-date and runs seamlessly on the latest devices. SDK 10.4.0 compiles on Java 8 for Android 15 support. For details, please refer to the OS Technical Support Policy.
• Bug Fixes: Benefit from our comprehensive bug fixes for improved app stability and performance.
• Support for User Hub (User Identity & Profiles): This lays the groundwork for the next wave of features that will rely on robust user identity and profile management. Read more below.

For a detailed list of all the improvements, please refer to the Android and iOS Release Notes.

Note: Additional SDK X v10.4.0 plugins will be rolled out in phases, beginning with Unity.

The feature allows administrators to create tailored access roles for dashboard functionalities, aligning permissions with organizational needs. Available in the Roles and Permissions page under Settings, which includes System Roles and customized access options. This enhancement improves security and efficiency and is now available in the Enterprise and Growth plans.

Refer to our help article for more information.

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.