August 20th
Focus Area Rollover
Streamlines how Focus Areas rollover at the end of a month or quarter.
- Proactive Prompts: Managers will now see a prompt on their dashboard 5 days before a Focus Area expires, providing suggestions for the next period and quick actions to set the new focus.
- Automatic Rollover: If a new Focus Area isn't set, the existing one will automatically roll over to the next period 5 days after it expires, ensuring continuity.
Surveys
- Survey Progress Bar: You can now enable a progress bar on your surveys to let respondents see how close they are to completion, which can help increase survey completion rates.
General Improvements
- Digests: Monthly Digest emails now report on the previous calendar month instead of the last 30 days for more intuitive reporting. Additionally, the subject line of all digest emails now includes company names for easier identification in a busy inbox.
- Frontline Manager Dashboard: Pagination controls have been added to the "Shoutouts" and "Detractor Actions" widgets, allowing managers to easily cycle through all items when there are more than three.
- Dashboards: Scorecard topics displayed on the Frontline Manager and Frontline Staff dashboards are now clickable, taking you directly to a filtered view of the relevant responses.
- Dashboard Filtering: Enhanced date filtering across all dashboards with new presets for 'This Week', 'This Month', 'This Quarter', and 'Year to Date'.
- Recommended Shoutouts: A "View sent shoutouts" link has been added to the Recommended Shoutouts component, linking managers directly to a pre-filtered view in the new Shoutouts Report.
- User Roles & Permissions: Administrators can now manage digest subscription settings for user roles, even if the account does not have the "Frontline Feedback" feature enabled.
Bug Fixes
- Dynamic Surveys: Fixed an issue where an NPS score of 4 was incorrectly triggering a positive follow-up question ("What made the experience positive?"). It now correctly asks for feedback on what could be improved.
- AI Insights: Aligned date format in AI Insights reports with the format used on the filters.
- Focus Areas: Resolved a bug where Focus Area data was not being saved correctly when a survey was left incomplete.
- Leaderboards: Fixed a bug where a team member's correct team was not displayed on leaderboards if their location had been manually changed.
August 6th
This month, we are excited to preview the all-new Frontline Report, providing managers with unprecedented visibility into team engagement and performance. We have also shipped a powerful new AI summarization tool for review requests and rolled out significant improvements to Dashboards, Email Digests, and our Dynamic Survey engine.
Improvements
AI-Powered Review Summaries
- AI-Powered Review Summaries: For surveys containing a review request, a new "Copy summary" button with an AI icon will appear. When clicked, our AI will generate a summary of all open-text answers into a single, well-written paragraph, which is then copied to your clipboard, making it easier to share comprehensive feedback on public review sites.
Dashboards & Leaderboards
- Frontline Staff Dashboard: The dashboard has been enhanced with clearer, more dynamic content. Link and response count text now update based on the selected metric (e.g., showing "promoter responses" for NPS or "satisfied responses" for CSAT). An overarching "View all responses" link has also been added to the main score component.
- Metric Filtering on Frontline Staff Dashboard: Frontline staff members can now filter their entire dashboard by different metrics, which updates the graph, response list, scorecard, and leaderboard components accordingly.
- Team Names on HO Dashboard Leaderboard: The "Individuals to Watch" leaderboard on the Head Office Dashboard now displays the associated team name next to each user for better context.
Focus Areas & Dynamic Surveys
- Improved Focus Actions Setup: The setup flow for Focus Actions has been redesigned. After a manager sets actions, a new modal appears that explains how Dynamic Surveys will be updated and displays three real-world example questions related to their selected actions.
- Refined Dynamic Survey Questioning: We have improved the AI prompt used for generating Focus Area questions in Dynamic Surveys. This refinement ensures the AI asks about all defined team actions equally and avoids over-indexing on specific keywords like "communicate," leading to more varied and relevant survey questions.
Shoutouts
- Smarter Shoutout Identification: The logic for identifying the subject of a shoutout has been improved. The system now prioritizes frontline staff and location data fields from the response record before falling back to the AI-identified subject, ensuring the correct person or place is praised.
- Personalized Shoutout Content: Shoutout cards now use the actual customer's name when available, defaulting to "A respondent" for anonymous or unnamed feedback.
Email Digests
- Rollout: The new Email Digests have now been rolled out to all users.
- Content Enhancements: Digests have been updated to be more actionable. The response component has been added to the Head Office digest, the send stats component has been added to the generic digest, and new "View score" links have been added to weekly digests that redirect users to the relevant, pre-filtered dashboard in the app.
Integrations & API
- Improved GDPR Deletion API: The API endpoint for GDPR contact deletion has been enhanced to support a more streamlined data format and is now processed by a worker to reliably handle large requests without timeouts.
- HubSpot: The HubSpot integration can now properly import datetime fields.
Bug Fixes
- Locations: Fixed an issue where major locations (e.g., Hong Kong, Singapore) could not be found or added in the location address selector because our mapping service classified them as a "feature" instead of an "address." These locations are now searchable and selectable.
- Email Digests: Resolved a bug where the leaderboard component would occasionally be missing from the email digest for some customers.
- Responses: Fixed an issue where users could not always @mention other users in the mobile app when adding an internal note. The behaviour is now consistent across desktop and mobile.
- Custom Groups: Fixed an issue where custom groups were sometimes not calculating for newly imported contacts.
- User Roles: Fixed a bug that hid the "Survey Metric" filter option on the user roles page.
- Mobile App: Fixed an issue preventing the Home screen from displaying for some users on the mobile app.
- Permissions: Fixed a bug where the 'Personal View' page was incorrectly accessible to Frontline Managers.
- Responses: Fixed an issue where some users were seeing a blank Responses tab on the new mobile app.
- Leaderboards: Fixed an issue where leaderboards for individuals were showing their associated team twice.
- Survey Templates: Fixed an issue where archived survey templates would show up if they had an identical name to a live template.
Coming Soon
Frontline Report
We are launching a redesigned Frontline Report that gives managers a comprehensive overview of their team's engagement, shoutouts, and Focus Areas.
- Engagement Data Table: The primary table has been enhanced to provide deeper insights into team performance. It now includes a "Team" column, renames "Role" to "User Role" for clarity, and replaces "Responses" with "Responses Opened". We've also added new metrics for "Shoutouts Sent" and "Shoutouts Received" while removing the "Days Active" column to focus on more actionable data.
- Shoutouts Tab: A new "Shoutouts" tab is now available, allowing you to track and analyze all shoutouts sent by your teams. The table can be sorted and filtered by date, team, and sender. You can click on any row to view the full shoutout message and download a CSV of the data for offline analysis.
- Focus Areas Tab: To better track strategic alignment, a "Focus Areas" tab has been added. This view allows managers to see which Focus Areas have been set for each team, monitor the number of responses related to that focus, and track confirmed or declined actions. For the current month or quarter, managers can set or change a Focus Area directly from the report.
- Set Focus Areas: Head Office users will be able to set or override a Focus Area for each team.
- Advanced Filtering: The report can be filtered by time-range selectors (7, 30, 90 days, or custom) and by new "Teams" and "Roles" dropdowns, allowing for granular analysis of performance data.
We are expecting to roll out the Frontline Report towards the end of August and early September.