September 17th

General Improvements

Centralized Leaderboard Visibility Settings: Leaderboard visibility for dashboards and email digests can now be configured from a single location in User Roles. Admins can set default leaderboards for each user role.

Head Office Dashboard - Leaderboard and Top Movers: A new and more flexible leaderboard component is now available on the Head Office Dashboard. A separate 'Top Movers' leaderboard has also been added. Both components allow Head Office users to select different fields to display.

Head Office Dashboard - Map Navigation: Map navigation has been enhanced with location names visible on the map. Overlapping locations are now grouped into clickable clusters that zoom in to separate the individual locations.

Dashboard Response View: The response view on dashboards now includes an icon to show if workflows are present on a response. Score change arrows will also be displayed if a contact has responded previously.

Focus Area Suggestions - Explanations and Links: AI-powered Focus Area suggestions now include a hyperlink that takes users to the pre-filtered list of detractor responses that informed the suggestion.

Dynamic Surveys Logic: Dynamic Surveys logic has been updated to be significantly more advanced with branching considerations for Focus Areas, prior responses, and respondent sentiment. Read more about how it works on the Dynamic Surveys article.

Frontline Report - Spotlight View Linking: Mentions of teams in the Focus Area tab of the Frontline Report now link directly to the Spotlight view, with the respective team preselected for more straightforward navigation.

Email Digests - Active Metric Filtering: Users will now only be opted into receiving email digests for metrics that have active surveys running, preventing empty or irrelevant digests. This logic also respects user-locked filters.

Survey Templates - Square Bracket Support: The survey question input field now accepts and correctly displays square brackets [].

Frontline Staff - Focus Area Component: The checkbox has been removed from the Focus Area component for frontline staff, and the notification topic has been updated for better clarity.

Manager Focus Area - Monitoring Component: The monitoring component for managers now adapts to the selected metric and displays the score change (delta) from the prior period, rather than the total sentiment.

Account-Wide Focus Area: For accounts that do not have user teams configured, a Focus Area can now be set for the entire account. This ensures all users are aligned on the same priorities and can be configured from both the Head Office and Frontline Manager dashboards.

Mindbody Integration - Enhanced Survey Template Assignment: For the Mindbody integration, users can now more flexibly assign survey templates for each configured instance. On the configuration page, users can choose to apply a single survey template to all synced contacts or use a specific contact field to assign different templates dynamically.

September 3rd

This month, we are excited to introduce Spotlight View (Beta), a powerful new way to drill down into your data. We've also added new components to the Head Office Dashboard and made significant improvements to the Frontline Report, Focus Areas, and platform stability.

New Features

Spotlight View (Beta Access)

A new, comprehensive spotlight view that allows you to analyze performance for any location, team, or individual.

Scorecard & Themes: See a detailed breakdown of scorecard topics and themes, with the ability to toggle between response counts and CX scores to track performance trends.
Unified Search: A new search bar allows you to instantly find any location, team, or individual within your organization's hierarchy.
Response Feed: View a real-time, scrollable feed of all responses, with the ability to click any response to open the full detail view in a modal.
Linked Leaderboards: All leaderboards and data tables throughout the platform, including those in the Frontline Report and dashboards, now link directly to the Spotlight View for the selected user or team.

Coming Soon: We are exploring future updates to introduce a NiceAI summary of the selected user or location along with Focus area tie-ins. The Spotlight View is a direct replacement for the Team Scoreboard.

Spotlight View is available on a Beta-only access basis for now. Please contact AskNicely or your Customer Success Manager to discuss access.

Head Office Dashboard

Two new components have been added to the Head Office Dashboard to provide at-a-glance insights into team performance and engagement.

User Engagement: A new "User Engagement" component displays the top 6 most active users based on session count, including their role and the number of responses they have opened.
Team Focus Areas: The new "Focus Areas" component lists all teams, their currently set Focus Area, and their score progress since the focus was set, making it easy to track improvement across the organization.

Frontline Report

Multi-Metric Support: You can now filter the Focus Area tab by NPS, CSAT, or Five Star, allowing for more flexible analysis across different performance indicators.
Clickable Response Counts: Response counts in the Focus Area tab are now clickable, linking directly to the Responses page with the appropriate filters applied.
Sticky Column Headers: When scrolling through long tables in the Frontline Report, the column headers now remain fixed at the top of the page for improved usability.

Improvements

Focus Area Summary Digest: At the start of each month, managers will now receive a Focus Area summary report highlighting team performance, confirmed actions, and areas needing attention from the previous period.
Smarter Email Digest Delivery: Email digests will now only be sent to users for metrics that have active surveys running and that are relevant to their user permissions, reducing inbox clutter.
Trend Report CSV Export: You can now download a CSV of the leaderboard directly from the Trend Report page.
Standardized Shoutout Generation: The logic for generating Shoutouts has been standardized to ensure that managers only see shoutouts for team members who report directly to them. This is based on the linked 'Team' set in the Users page.
Upgraded AI Model: The AI model for Dynamic Shoutouts has been upgraded to improve generation time and reliability.
Filter Date Picker: Upgraded the date picker across all pages in the desktop version to provide a consistent experience.
Android App Optimization: Android app users should see improved runtime performance.

Integrations

Intercom Messenger: The Intercom Messenger integration used to trigger AskNicely surveys directly from a conversation is no longer supported. This does not impact the existing Intercom integration, which is used to import contacts into AskNicely.

Bug Fixes

Responses: Frontline managers should now be able to @mention users while viewing detractor actions in a popup modal.
Detractor Actions: Fixed an issue where responses linked to a closed case were still appearing in the Detractor Actions list. The "case closed" status is now correctly considered an action.
Dynamic Surveys: Resolved an issue causing "429 Too many requests" errors from our AI service provider for Dynamic Surveys.
User Roles: Fixed a bug where selecting custom data fields to replace a user's name in User Roles was slow and did not save correctly.
Recaptcha: Addressed a problem where Recaptcha would fail to load on surveys if a user's browser or network settings blocked Google scripts.
Responses: Should now show the correct historic Focus Area associated with a response at the time the response was submitted even after the current Focus Area has been changed.
Head Office - Recent Responses: Should now correctly respect the 'Replace name with custom data field' setting.
Filters: Fixed a bug where the filter form the Overview page was incorrectly applying to the new Home page.

Deprecations

Deprecated Report - Reactions page.

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