October 29th
Improvements
Beta Opt In: Added a new 'Opt in to Beta Features' toggle for users. This will give users early access to new features, the first of which will be the Survey Report next week. The visibility of this toggle can be controlled on the user role level if any admins wish to disable Beta access.
Frontline Report: Implemented several design enhancements to the Frontline Report, including responsive table heights for "Focus Areas" and "Shoutouts," improved scrolling behavior, default team name sorting, and consistent link styling.
Dynamic Surveys: Upgraded Dynamic Surveys to utilize an upgraded model in the Australian region, enabling improved performance and more advanced capabilities.
Focus Areas: Improved the relevance of suggested Focus Area actions.
User Roles: Introduced a user role permission to control if a Focus Area can be set. This allows for Focus Areas to be centrally managed while still displaying all the relevant insights to frontline managers.
User Roles: Introduced a user role permission - “Assign Cases”. This was previously covered by the permission “Respond to Person Directly”. All users who had the latter permission enabled will default to having "Assign Cases" permission.
Integrations
- Snowflake: Introduced a new bi-directional Snowflake integration. Please contact AskNicely directly to discuss this integration.
- PropertyMe: Now allows for the import and syncing of secondary contacts, enabling surveys to be sent to all relevant tenancy contacts.
Bug Fixes
- Frontline Report: Corrected an issue where the Shoutouts report was missing data by ensuring it now correctly queries and includes older ‘Notices’-based shoutouts.
Survey Setup: Corrected an issue for 'device responsive' templates where mobile templates displayed empty buttons when Left/Right labels were blank.
Shoutouts: Corrected an issue where the Dynamic Shoutouts section did not appear on the dashboard in a specific scenario.
Locations: Corrected an issue where users could not remove a general location address.
Head Office Dashboard: Corrected multiple issues affecting data visibility and dashboard rendering.
Survey Preview: Corrected an issue where dynamic survey questions sometimes loaded slowly in preview and live modes.
Email Digest: Corrected an issue where percentage fields displayed excessive decimal precision (up to 12 points).
October 15th
General Improvements
- Dashboards Enabled for All Accounts: The Head Office, Frontline Manager, and Frontline Staff dashboards are now enabled by default for all new and existing accounts.
- User Role Types Enabled for All Accounts: All accounts now have a set User Role Type (e.g., Head Office, Frontline Manager, Frontline Staff) to better manage dashboard visibility.
Contacts Page - Custom Data Columns: Custom data fields can now be displayed as individual columns on the Contacts page. A new menu allows users to toggle the visibility of each column to customize their view.
- Exported File Names: Exported files, including CSVs and PDFs, are now prefixed with the account name for easier identification and management.
- Consolidated Case Notifications: Users will no longer receive a separate "case re-opened" notification when a contact's reply re-opens a closed case, reducing redundant alerts.
- Legacy Web Surveys Upgraded: The classic web survey has been upgraded to the modern conversational format, providing an improved experience for survey respondents.
- Spotlight View - Load More Responses: A "More Responses" button has been added to the Responses module in the Spotlight View, allowing users to load and view additional relevant responses.
Bug Fixes
- Performance on Reports: Fixed an issue that could cause timeouts on the Head Office and Frontline Report pages for accounts with large amounts of data, improving loading performance.
- Survey Timeout Timer: Fixed an issue where responses from bots could incorrectly start the 30-minute survey timeout timer.
- Mobile Dashboard Display: Fixed a display issue on the mobile Head Office Dashboard where the Location Map would overlap with the bottom navigation bar.
- Workflow Fix: Fixed workflow delay delivery failures where messages were sent immediately instead of honoring delays.
- Location Address Changes: Added ability to manually override latitude/longitude values for locations.
- Frontline Report Date Filtering: Fixed an issue where the date filter was pointing to the wrong timeframe. Reports now display accurate results based on the selected dates.
Coming Soon
All-New Survey Report
Get ready for a new Survey Report, built to give you deeper insights into how your surveys are performing. This latest report will provide a simple, powerful view of all your questions, conveniently grouped by survey template.
You'll be able to analyze performance across every question type, including formats like Review Request and Contact Lookup. A key new feature will be the ability to see per-question completion rates, helping you understand where respondents might be dropping off and allowing you to make more informed decisions about survey design and length.
This new, more comprehensive report will replace the existing 'Questions' page on the main dashboard, creating a more streamlined and powerful analytics experience.
October 8th
New Features
Focus Areas
Managing team priorities is now faster and more efficient with powerful new bulk-action tools and a cleaner interface.
- Bulk Set Focus Areas: Focus Areas can now be set for multiple teams at once directly from the Frontline Report. Use the new checkboxes to select teams, then use the "Bulk Set Focus Area" action to apply a Focus Area to the selected teams.
- Dynamic Surveys: Enabled Dynamic Surveys for all surveys on eligible customer accounts.
- Focus Area (Manager view): Updated the monitoring component to reflect the selected metric and more accurately highlight score deltas.
Mobile App
- Head Office dashboard: Rolled out the mobile experience for the new Head Office dashboard.
- Leaderboard component: Updated the mobile leaderboard for all role types to reference the configured leaderboard for the user role by default.
- Top Movers: Added a Top Movers component to highlight largest changes in team performance.
- Pull-to-Refresh: Introduced pull-to-refresh to quickly update data on the new home screens.
- Sticky Buttons: Added sticky UI buttons to the bottom of the screen make common actions always available when viewing a response.
Survey Progress Bar
Survey Progress Bar: The survey progress bar feature is now enabled by default for all new survey templates to help improve completion rates by showing respondents their progress. The progress bar can also be enabled for existing surveys on the settings page.
Improvements
- Dynamic Surveys: When comparing to prior responses, will only compare the previous responses and the current response rather than the contact's entire response history.
- Frontline Report: Collapsed the number of teams shown on the Engagement tab when a user is assigned to multiple teams.
- Email Digests: Removed the “Not enough Responses” message from the email digest.
- Email Digests: Email digests will no longer be sent for periods with zero responses.
- Segment Editing in Responses: Editing a response now shows existing Segment values in a dropdown for safer edits.
- Email to Survey Keyword: Restored the
yamlafterkeywordoption to the 'Email to Survey' feature. - Improved Leaderboard Messaging: When no default leaderboard is configured, dashboards will now display a helpful message prompting users to either configure a default on the user role page or select a field from the dropdown.
Frontline Report: Added a pointer cursor on Shoutouts rows to reflect that they are clickable.
- Frontline Report: The 'Download CSV' button on the Frontline Report is now hidden when there is no data to export.
- Case Management: Now adds internal notes when a case could not be assigned to a specific user with the associated reason. This is typically because the user's locked filters prevent them from being allowed to see the response.
Bug Fixes
- Mobile App: Scorecard values will display correctly on the Responses page.
Frontline Report: Fixed inconsistent time-period handling between Focus Area, Shoutouts, and Engagement tabs.
Frontline Manager Dashboard: Fixed issues with the team selector and setting a Focus Area.
Frontline Report: Hid the Download button when no data is available.
Frontline Report: Corrected the Teams dropdown to match data visibility when locked filters are applied.
Frontline Report: Fixed an issue where sometimes the responses column was empty on the Focus Areas tab.
Frontline Report: Shoutouts tab will now correctly show all Shoutouts sent by every user.
Responses: Downloading responses with both a filter and search result applied will now correctly apply both to the downloaded file.
Head Office - Focus Area: The Focus Area component on the Head Office dashboard will now show the number of responses associated with the Focus Area.
Spotlight View: Fixed scorecard response-count rating calculation.
Workflows / Responses: Fixed an issue where replying to a workflow email would not link back to the Response chat.
Mobile (Android): Addressed a display issue on Android devices where app content would overlap with the system status and navigation bars.