19-12-2024 | Mobile Service Cloud

Future release | Last Added Message

Each dashboard now features a date-time stamp indicating the last added message at the bottom right of the dashboard. This metric helps users assess the recency of the dataset, ensuring that decisions are based on the most current information available.

Future release | Tagging Dashboard

Tagging insights are now visible for each agent, providing clarity on the types of support tasks each one handles. Sales Revenue and Return Value metrics have been included at the agent level in this dashboard, offering valuable insights into the financial impact and effectiveness of individual agents. Furthermore, filter options have been expanded to allow agent-based filtering, enabling cross-analysis between different dimensions such as channels and agents.

Improvement | Dashboard Performances

The data structure of MSC Analytics has been improved, resulting in faster information loading in dashboards.

Improvement | Sorting Alignment between tables and evolutions graphs

The sorting dropdowns in the Main Stats dashboard and Agent dashboard now match the order used in the related tables. This makes it easier to navigate and ensures consistency, helping users quickly find and analyze the information they need.

Bug fix | Non-relevant dates in Workload: FRT Evolution

The FRT over time visual previously displayed non-relevant dates with no activity, making it difficult to read. In this version, only dates with actual response times are shown, ensuring clarity and readability.

18-11-2024 | Mobile Service Cloud

Improvement | Phone Channels

MSC Analytics has been updated to categorize the Phone (VoIP) and Native Voice channels separately, instead of grouping them under 'Phone' on channel level. This change helps you gain better insights and make smarter decisions by letting you focus on each channel's specific performance.

05-11-2024 | Mobile Service Cloud

Feature release | Native Chat Dashboard

The Native Chat Dashboard now empowers users to conduct a comprehensive analysis of the Native Chat channel's performance. This enhanced dashboard builds upon the general insights provided in the main statistics dashboard by offering a more detailed distribution of the First Response Time metric and indicating availability during service hours. Additionally, it provides insights into the traffic directed to the customer service department from specific pages where chats were initiated.

Improvement | Agent Evolution

The Agent dashboard has been enhanced with Main stats and sales performance evolutions. With the main stats evolution, it is now possible easily analyse main performance KPI's per agent (FRT, FCR, SLA CRT and more) across time. Conversely, with the sales stats evolution, it is now possible to easily analyse sales performance KPI's per agent (Order revenue, AOV, Return value and more) across time.

Improvement | Relative Period

The period filtering capabilities are enhanced with the addition of dynamic relative period options. Users can now filter the dashboard using relative timeframes such as last week, last month, and this year, providing a more flexible means of data analysis. This update eliminates date range selection as the default option, thereby enabling quicker decision-making.

Improvement | Tag action overview

The tag action overview is now ordered from large to small category by default. This makes it easier to analyse tag category actions at a glance.

23-10-2024 | Analytics Portal

Feature release | Role-based access limitation

Access to dashboards with potentially sensitive performance insights has now been restricted to users with "Platform Owner" and "Administrator" roles. Administrators can view data within their assigned logical accounts, while Platform Owners have full access to data across all platform accounts. The regular "User" role no longer has access to customer data displayed in dashboards, ensuring that data and insights are exclusively available to administrator roles.

01-10-2024 | Analytics Portal

Feature release | Added a button that links to Engage Idea portal

Customer feedback is vital for the effective improvement of the Analytics Portal. Therefore, in order to collect feedback on the analytics portal application or the dashboards within it, you can now click on the "Idea Portal" button, select the "Analytics Portal" product and provide the feedback or feature requests that would improve your experience.

Feature release | Added a button that links to Release notes page

In order to stay informed about the latest Analytics Portal related releases, it is now possible to directly reach the release notes pages by clicking on the "What's new" button within the app.

Feature release | Mobile version support

The Analytics Portal now supports mobile analytics reports. This feature can be used to create and display mobile versions of reports for applications that value this display form. For example, ticketing dashboards.

Improvement | Comprehensive dashboard

The Analytics Portal icon has been updated and the position of the app tray has been moved from "Other" to central services.

01-08-2024 | Mobile Service Cloud

Improvement | Comprehensive dashboard

The Main Stats dashboard and Main Stats Evolution dashboards are combined into one comprehensive dashboard allowing the user to analyze the overall performance and evolution at the same time. This enables the user to analyze the overall performance of a channel or conversation type while being able to see the evolution over time. Furthermore, the same concept has been applied in the Categorized tagging dashboard. This dashboard enables users now to see the overall performance and evolution at the same time.

Improvement | Workload dashboard

The workload dashboard is enriched with a First Response Time heatmap allowing users to pinpoint at which moments of the day conversations started with an above-average first response time. By being able to have insights into this visual, the user will be provided with insights to optimize their workforce management.

Improvement | Categorised Tagging dashboard

The categorised tagging dashboard is enriched with insights into the action that was taken when allocating a tag to a conversation. The users will be enabled to see both human-tagged and auto-tagged conversations. This visual is especially beneficial for users who want to see how their tag suggestion or automation flows perform (over time) and where possibilities lie for adding new rules in the automation.

Improvement | Main Stats dashboard and Agent Performance dashboard

The Main Stats dashboard and Agent Performance dashboard have been enriched with insights into sales that are highly possible generated with service assistance. The sales dashboard can help users have an impression of how valuable certain channels or conversation types can be compared to others. The user will also be able to see how agents perform in terms of contributing to sales generation. The numbers on these visuals are based on the agent order post. Other order integrations will not be recognized and thus not be shown in the dashboards.

Improvement | Sizing and usability

The sizing and styling of all Mobile Service Clouds dashboards has been improvised to maximally utilize the available screen real estate. Filters have been located either in the filter pane if applicable to all widget on the dashboard, or on a particular dashboard if solely applicable to that widget.

17-06-2024 | Mobile Service Cloud

Improvement | List picker messages

This release introduces list Picker messages to the analytics. Both Listpicker questions by the bot and the value chosen by the end customer are now included in the mathematical calculations of the metrics.

07-06-2024 | Mobile Service Cloud

Bug fix | Tags in Categorized Tagging Dashboard

The tag category labels were shown instead of the tag labels when selecting or drilling down to the tag level. This issue has been resolved.

01-06-2024 | Mobile Service Cloud

Feature release | Added Activity Slicer

The MSC analytics is enriched with inbound and outbound segmentation which indicates from which direction the conversation was started. With the segmentation, both types of conversations can be analyzed separately.

Feature release | Timeframe FRT & SLA Parameter

With the timeframe for FRT and SLA parameter, the duration of these speed-related KPIs can be switched between 'Total time' and 'Within service hours'. This functionality enables the users to analyze the speed performance from a customer perspective (total time) and a contact center perspective (service hours).

Improvement | Glossary

The documentation for the following definitions has been expanded or added to the glossary: 'Period', 'Conversations' 'Archived with reaction', and 'Customers-Interacted'.

Improvement | Volumes

Metrics that have no volume (e.g. within a selected period) were earlier shown with an empty notation. In this update, the empty volumes are shown with a '0' value for clarification.

01-05-2024 | Mobile Service Cloud

Feature release | Added Phone Dashboard to MSC Analytics

The MSC analytics is enriched with insights showing the performance of the Native Voice channel. With the introduction of the Phone dashboard, users are enabled to observe and analyze how their department performed in terms of volume, speed, and availability.

Feature release | Export data

With the introduction of the export data feature, users are now able to export the data of visuals in CSV and Excel format. For a brief guide on how to use this feature, see the description below:

Feature release | Added time notation selection to the evolution visuals.

To enable users to see the evolution of metrics on the desired time notation, the time granularity parameter has been introduced. The time notation can be configured to the levels: Year, Quarter, Month, Week, and Day.

Feature release | Added zoom slider to the evolution visuals.

This feature gives users an easy way to analyse a smaller range of periods without applying filters. A long period of selection can make charts difficult to read. By zooming, the users can narrow the views to the desired data points.

Feature release | Added Conversations With Reply metric to the Categorized Tagging dashboard

After successfully introducing the Conversations With Reply (CWR) metric to the Executive Summary and Main Stats Dashboard, users can now analyze how many conversations actually had a reply, per tag category and tag. This metric can be found in the Categorised Tagging Dashboard.

Improvement | Removed tooltips for filters, parameters, and navigation buttons

The tooltips that pop up when hovering over a filter, parameter, or navigation button are disabled. There is no added value in showing these filters. In addition, the tooltips made the dashboard more cluttered. With disabling the tooltips, the dashboards are more organized.

Improvement | Changed display units of the metric Conversations With Reply in Executive Summary Dashboard

The number of Conversations With Reply (CWR) was shown in units of thousands. Units of thousands make it challenging to let users analyze on a detailed level. With this update, users can see and compare the number of CWR on a detail level.

Improvement | Enriched the glossary with the description of Conversation Types

The explanation of the concept of Conversation Types in the MSC Analytics was underserved. Conversation Types are a valuable dimension in how insights can be presented since they can show insights into conversations grouped by similar behavior and expectations. The concept of Conversation Types can be found in the glossary.

01-04-2024 | Analytics Portal

Feature release | Bookmarking filter combinations

To make it easier for users to revisit their most valued dashboard filtersets, we have now introduced Bookmarks. With bookmarks, users can revisit their favourite dashboard filters without having to manually reset a number of filters every time they want to view a recurring set of dashboard filters. The feature saves bookmarks on an organisational level, sharing all bookmarks across users.

For a brief guide on how to use this feature, see the description below:

16-02-2024 | Mobile Service Cloud

Improvement | Look and feel updates

Various look and feel improvements have been implemented to ensure optimal customer experience.

• The mobile service cloud logo was updated across all dashboards. .
• The naming of dashboards in the navigation bar are now simplified by removing the 'Agent Inbox' from the titles to improve readability.
• The glossary page was moved to the bottom of the navigation list to ensure that the executive summary dashboard is the first dashboard users are greeted with.
• Filter buttons have been added on all dashboards to facilitate a uniform navigation experience across the platform.
• Spacing has been added between rows on the main stats dashboard in order to improve its readability.
• Across all dashboards, Radix points (comma or dot based on location) have been added to large numbers to improve readability.

Improvement | Tags sub-divison of categories

When searching for, and filtering on tag categories, it is now possible to directly view which tags fall within categories by folding them open. This improves makes sure that users don't have to navigate back and forth between category and tags filters in order to gain insights into their tag statistics.

01-01-2024 | Analytics Portal

Feature release | Added Mobile Service Cloud Dashboards

In this release, various revamped Mobile Service Cloud dashboards have been added to the analytics portal. The added dashboards include:

• Executive summary dashboard

The executive summary dashboard provides an overview of various key performance indicators, and allows the user to compare these indicators for any webstores month over month. By applying filters, additional filters and sub-selections can be applied to provide required insights.

• Workload dashboard

The workload dashboard provides insight into the incoming and outgoing workloads. This is done trough key metrics, a heat map and evolution. By applying filters, additional filters and sub-selections can be applied to provide required insights.

• Main stats dashboard

The Main stats dashboard provides insight into various conversational statistics that follow from agent-customer interactions. This is done trough a main table in which all insights are made available. By applying filters, additional filters and sub-selections can be applied to provide required insights.

• Main stats evolution

The Main stats evolution dashboard provides insight into the main stats over time. This is done trough a line diagram and table which provide insights into the datapoints over time. By applying filters, additional filters and sub-selections can be applied to provide required insights.

• Agent performance

The Agent performance dashboard provides insight into the performance of agents. This is done trough a main table in which all main KPI's for agents are provided. By applying filters, additional filters and sub-selections can be applied to provide required insights.

• Categorised tagging

The categorised dashboard provides insight into the tagging of conversations. This is done trough a main table, as well as evolution in which insights into conversations with particular tags are provided. By applying filters, additional filters and sub-selections can be applied to provide required insights.

• Glossary

A glossary is added to clarify and explain the terms and abbreviations used in the dashboards. Besides this, it provides the reader with insights into the underlaying definitions and thus calculations of the metrics within the dashboards.