June 25th
NEW: Frontline Staff Dashboard
- A redesigned dashboard is now available for users with the ‘Frontline Staff’ role.
- The updated experience is live on both Desktop and Mobile, offering team members a focused view of key actions and customer insights.
- New features include a prominent Focus Area section and AI-generated “Areas for Improvement” tailored to help staff prioritize.
- This replaces the previous Personal View page.
General Improvements
Frontline Manager Dashboard - Focus Area Header Tweaks
- Focus Area headers now clearly display the time period:
- Monthly focus areas show as abbreviated months (e.g., Jan, Feb)
- Quarterly focus areas show as Q1, Q2, Q3, or Q4
Focus Area - Set Actions Copy Improvements
- Improved copy and clearer previews help managers understand which focus area they're setting actions for.
Focus Area - AI-Generated Action Suggestions
- A new “Suggest with AI” button offers smart, contextual action suggestions based on company and role data.
Frontline Manager Dashboard (Mobile) - Fixes & Tweaks
- The “View cases” button now links to the updated Feedback page with filters pre-applied.
- The “### responses” label in the Score component now links directly to the Responses page for quicker access.
Frontline Dashboard - Responsive Chart Layout Update
- When Focus Area is disabled:
- On desktop, the main chart expands across two columns for better visibility.
- On mobile, the Focus Area component is hidden for a more streamlined layout.
Bug Fixes
Contacts Not Queued with “No Custom Template” Selected
- Fixed an issue where eligible contacts weren’t queued if "No custom template" was selected, even when using the correct survey template.
Case Status Workflow Skipping Emails Due to Invalid Addresses
- Resolved an issue where workflow emails failed due to incorrectly formatted manager email addresses.
AI Insights and Historical Detractor Data
- Fixed an issue where historical responses were not reflected correctly in AI Insights, leading to inaccurate NPS scores.
Dynamic Question Comments Not Displaying
- Comments from Dynamic questions now display correctly after marking a different response as active.
Case Count Display Issue
- Resolved inconsistencies in case counts when toggling between open, closed, and overdue states for users with the ES toggle enabled.
Coming Soon
New Digests Are Almost Here!
New digests are coming soon to help you and your team act on insights more effectively. The redesigned format makes it easier to understand performance, identify areas for improvement, and take action right from your inbox.
If you would like to learn more about the new digests, please contact Support or your Customer Success Manager.
All New Dashboard for 'Head Office'
We’re close to launching the brand-new Head Office Dashboard! 🎉
We will be rolling this out to selected beta customers over the coming weeks to gather early feedback. If you're interested, then please reach out to Support or your Customer Success Manager.