Multi-select filters

What is it?

The ability to filter by multiple list items on company trends, and program trends.

Why does it matter?

Prior to this update, you could not select more than one option per filter on trends pages. With this update, you now have the ability to select multiple filter options, giving you more flexibility in your reporting capabilities, and enabling you to more easily find the insights most relevant to you.

How do you use it?

Simply navigate to your Trends filters and you can search and select multiple options per filter set.

Drill-in functionality for Team Trends

What is it?

Drill in to team level areas of excellence and areas of improvement performance.

Why does it matter?

Prior to the update, you could only view areas of excellence and areas of improvement aggregates at the team level on your Team Trends page. With this update, you can now drill in to these aggregates to get an overview of performance by Team Member. This gives managers critical insights into which Team Members are performing the best against certain attributes, and which Team Members could use some coaching.

How do you use it?

Navigate to your Team Trends page and click any area of excellence or area of improvement to see a breakdown by team member for that area.

Export from Team Trends

What is it?

The ability to export team member detail from your Team Trends page.

Why does it matter?

Export your Agent Connect data if you need it for a custom report for your team or to share with other stakeholders.

How do you use it?

Navigate to your Team Trends page and select Export to generate a downloadable file of the information that exists on your trends page.

Company-level reporting for Areas of Excellence and Areas of Improvement

What is it?

Report on areas of excellence and areas of improvement at a company level.

Why does it matter?

For managers that support multiple teams or quality/coaching teams, this new reporting gives you visibility into how teams and Team Members are doing compared to one another. Use this to recognize the Team Member that is the most empathetic, for example, or to provide extra coaching materials to the Team Leader whose team is struggling with friendliness.

How do you use it?

You can view company-level data in the see all teams and see all team members areas of reports. Navigate to a report and choose the area tab in order to view metrics on a company-level. You can also export this data using the existing export function.

Custom Areas of Improvement

What is it?

The ability to customize the specific areas where the agents may need to improve.

Why does it matter?

Areas of improvement allow you to understand in more detail why customers leave negative ratings. By accessing this granular additional detail, you can discover coaching opportunities from negative feedback. With custom areas of improvement, you now have the ability to ensure that your areas map to your specific service objectives.

How do you use it?

Contact your Client Success Manager to discuss the best custom areas for your team and to enable this feature within your account.

Areas of Excellence in exports

What is it?

Areas of excellence shown are now included in your Connect exports.

Why does it matter?

For reporting to external teams or further custom reporting, data exports now include details of which areas of excellence were selected in each response.

How do you use it?

No action is required from you. Simply export as you normally would and you will see areas of excellence information shown as the last column of your export.

Zendesk Data Return

What is it?

Return Agent Connect data back to Zendesk after a response is received.

Why does it matter?

For companies using Zendesk, you now have a way to flow customer feedback back into your original Zendesk ticket. This gives agents and managers a complete view of an interaction directly at the source, and enables more complex reporting within Zendesk or your BI tools.

How do you use it?

Contact your Client Success Manager, who will arrange a meeting with our integrations team. Our integration specialists will be able to guide you through the setup process for your Zendesk data return.

Zapier integration

What is it?

We have developed a seamless Zapier integration, which enables you to plug into over 1,000 apps, like Copper, Front, Pipedrive, HelpScout, Intercom, Jira, LiveChat, Olark, Shopify, Zoho and more.

Why does it matter?

For clients using Zapier, this integration provides you with an ability to unlock all the benefits of Agent Connect without any disruption to agent workflow. Through this simple integration you can automate survey distribution, enrich customer feedback, customize feedback requests, and set custom rules. With over 1,000 apps that you could plug into from Agent Connect, the possibilities are nearly endless.

How do you use it?

To get started with setup, contact your Client Success Manager, who will arrange a meeting with our integrations team.

Additional updates

This release includes the following additional updates:

• The rewards report includes a new Total column.
• The company program page includes % provided for areas of excellence.
• We fixed an issue where the secondary color was not being used on surveys.
• We fixed an issue where the by language report on Company Trends was not showing trend lines in different colors.
• Lithuanian is now a supported language.