The 4.7.9 release contains a major upgrade to CSAT on webchat, including 2 reports for this. 3 reports with an updated format have been added also (see below for details on the changes). As well as this, the update includes several bug fixes and performance enhancements to the system.

New Features

Settings/Customer Satisfaction

We have updated the CSAT option in the product (currently on web chat only) to enable you to manage the surveys offered to customers so you can measure Customer Satisfaction (CSAT), Net Promotor Score (NPS), or gather detailed feedback.

For more on this, see this guide. 

There are also 2 new reports that link to this feature available via the standard tab on the report viewer page.

The Customer Satisfaction By Queue report.  This report gives a number of insights showing the usage and engagement of Customer Satisfaction Surveys across the selected date(s), surveys and queues, providing insight into both CSAT and NPS responses. A data table also provides insights at a Date, Survey and Queue level.

The Customer Satisfaction By User report. This report gives a number of graphs and charts showing the usage and engagement of Customer Satisfaction Survey across the selected date(s), teams and queues, providing insight into both CSAT and NPS responses. A data table also provides insights at a Date and Queue level.

New Reports

Our reports are part of our products identity and we want them to make a lasting impression. We know our current reports are in need of a facelift so to ensure they meet everyone's expectations we are giving each report a refresh.

Because reports are heavily used by all our customers, we wanted to give you time to get used to the new format and to be able to recreate schedules on the new versions. Existing reports that have a 'new' version will be removed at the end of the year (with the first new version of the product in 2023). New reports will be released over a number of versions until all existing reports are replaced before this deadline.

As new reports are added, existing versions will include the 'new' reports name so you are aware of which report replaces it.

Report Viewer/Occupancy Summary By User report

New Occupancy Summary by User report which is the rebranded Occupancy Agent Detail.

Report Viewer/Performance (voice) report

New Performance (Voice) report which is the rebranded Agent Success Performance Weekly report.

Report Viewer/Queue occupancy (voice) report

New Queue Occupancy (Voice) report which is the rebranded Occupancy Queue report.

Product Enhancements

Manager portal/Management

Callbacks. Previously, the date picker would disappear when an incomplete date was entered meaning the page would have to be refreshed. This will no longer occur.

Callbacks. The default start date will no longer appear as 01/01/2012 from this version.

CTU. Images added to Campaigns, Teams and Users are now limited to 900kb file size to aid page performance.

Lists. An issue with default fetch balance on newly created lists has been found and resolved.

Lists. An issue was identified when cloning lists, the initial script selected wouldn't work without a refresh. This has been resolved in this update.

Lists. Cloning lists with tags would previously not clone the tags. The action of cloning a list will now include tags from this update onward.

Queues. We have added UI improvements to better categorise options. Tooltips have also been updated to make the options easier to understand.

Manager portal/Admin

Canned Responses. An issue was raised where users had access to canned response requests when they didn't have the permission assigned to their role. This has been resolved in the update.

Channel hubs. Cloning channel hubs with tags would previously not clone the tags. The action of cloning channel hubs will now include tags from this update onward. 

Message Templates. Resolved an issue where the help link on this page was pointed at an incorrect destination.

Script editor. We have fixed an issue with button text wrapping on script buttons. 

Script editor. Some users experienced errors when using a radio button option with a count greater than 12. Tis has been resolved.

Script editor. The page now lists resource lists in alphabetical order when selecting them.

Script editor. An issue was spotted where inputting text into a text box would jump to the button field. The user would have to click into the textbox repeatedly to type. This has been resolved.

Script editor. Performance enhancements have been added to the clone process, speeding it up significantly on larger scripts.

Manager portal/BI

Dashboard/wallboards. An issue was identified where the Queue tile stat 'Answered %' was displaying as 0 regardless of the actual figure. This issue has been resolved in the update.

Manager portal/Data

Record History. A previous version of the product was missing the virtual queue icons from this page. 

Record History. Resolved an issue where some users experienced searching via postcode  not functioning correctly.

Record History. Resolved an issue where searching with a combination of reference and surname would not work.

Resource Uploader. The page now lists resource lists in alphabetical order.

Manager portal/Settings

Result Codes. We have added some performance enhancements to statistics when handling result codes.

External features/Chat Application

Automated message. Webchat connection status messaging (Agent typing...) was intermittently displaying incorrectly on the chat application. 

Starting chat. Previously, if a customer double clicked 'start chat', the system would display a duplicate entry in the chat queue. This issue has been resolved.

Manager portal/Web Agent

Scripts. Navigation improvements have been added when moving to new pages within a script as previously, some pages would open at the height of the button clicked, not the top of the page.

	As well as the highlighted areas above, there have also been various minor quality-of-life improvements and software stability fixes added to the product.
	New additions are currently in the Beta phase of production. You may see this icon for areas containing these features and changes within the product.