May 28th
General Improvements
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Focus Area on Mobile for Managers: Frontline managers can now view and set their Focus Area directly from mobile, with full functionality and design parity with the desktop version.
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Frontline Manager Dashboard - Responses Data: The 'Responses' component now appears directly beneath the score chart.
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Frontline Manager Dashboard - Team Selector for Managers: Frontline managers can now switch between teams using a new dropdown menu. Dashboard data and focus areas are updated accordingly.
- Frontline Manager Dashboard - Scorecard and Leaderboard Styling Improvements: The scorecard and leaderboard now feature consistent colors, improved alignment, and clearer indicators for positive score changes.
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Team Notifications for Focus Areas: When a manager sets a Focus Area, team members receive both in-app and push notifications, helping keep everyone aligned.
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New “Not Empty” Filter Condition for Scheduler: Scheduler filters now support a “not empty” condition, allowing filtering by fields and values that are not blank.
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Focus Area - Change Team Focus: Frontline managers can now update their team’s Focus Area and actions using a “Change Focus” button on the dashboard.
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Mobile FM Dashboard - Updated Notifications Page: Notifications now appear in the navigation bar with a refreshed design, unread counts, and improved call-to-action buttons.
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Mobile FM Dashboard - Updated Response Detail Page: The response detail page now uses a scrollable layout with action buttons relocated to the bottom.
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Mobile FM Dashboard - Updated Responses List Page: The responses list page now supports filters, case status tabs, and event counters, featuring an updated design for improved usability.
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Submit Feedback Button: A new “Provide Feedback” button and navigation icon enable users to send feedback directly from the desktop app to Zendesk for streamlined tracking.
Bug Fixes
- CSAT Responses Displaying Correctly: Fixed an issue where CSAT response data was not visible on the dashboard for specific users.
- Internal Conversations Attribution Fixed: Internal replies within workflow-triggered conversations now correctly display the sender as the internal user, not the customer.
May 16
General Improvements
- Frontline Manager Dashboard: Pressing "Respond" on a detractor response will now open a modal rather than a new tab.
- Download Responses: Changed the default download option to "Filtered Responses" from "All Responses". The modal will now remember the fields a user selected from their last download.
- Download Responses: Will now download responses for all leading metrics when selecting the "All Responses" option. The "Filtered Responses" option will still take hte selected metric into consideration.
- AI Insights: Respondent data will be anonymized when the "View personal customer information" toggle is disabled for the current user's user role.
Bug Fixes
- Surveying Contacts in Queue: When clicking on "Survey all contacts in queue" on the Scheduler Queue page, contacts would previously receive the template that was associated with their contact record even when the scheduler had a template override. The contact will now receive a template override configured on the Scheduler when the "Survey all contacts in queue" button is clicked.
- Team Scorecard on Mobile App: Fixed a bug when a team had no responses in the past 30-60 days then the 'Goal' for a team scorecard would display as "0.0". The indicator line will display the score for the last 30 days.
Coming Soon
Focus Area
AI-powered insights dynamically recommend objectives tailored to each region, location, and team, ensuring goals are both strategic and relevant. With built-in tracking, progress updates, and clear accountability, everyone stays focused on what matters most.
Dynamic Surveys will go even further with Focus Areas, drilling into specific goals and actions at every location, so you get deeper insights into what's working and what needs attention.
Frontline Manager Mobile Dashboard
The dashboard for Frontline Managers is making its way to the mobile app!
Frontline Staff Dashboard
We're also busy working on a whole new dashboard for Frontline Staff users. This will be a replacement for the current "Personal View" with an emphasis on Focus Areas and creating actionable insights.