Star rating distribution on the Stream

What is it?

Moving forward, on each Team Member's Stream we display a breakdown of star rating distribution.

Why does it matter?

It can be frustrating for Team Members that they are not able to see the distribution of star ratings received. We added the star rating breakdown and total count to the Stream to provide clarity around how their star rating is calculated, and to help instill Team Member confidence in their overall star rating. Displaying the star rating distribution on the Stream also helps to soften the blow when a new piece of negative feedback is received, as in many cases the overall count of positive feedback far outweighs the negative.

How do you use it?

No action is required by your Team Members. They can simply log in as they normally would, and they see the new star rating distribution by default.

Updated manual sending

What is it?

We have improved the look and feel of our manual send function and added an undo action.

Why does it matter?

For clients using manual send, we have enhanced the manual send box to make it easier to switch between channels, as well as adding the undo action. This is especially important for teams that work across multiple channels where the possibility exists to send a survey for the incorrect channel. Now we show user information related to the survey you are sending, and give the option to undo the send if there is a mistake.

How do you use it?

No action is required to use the new manual send. You can simply log in as you normally would, and you will see the updated manual send function, if applicable.

Search tags on the Stream

What is it?

We have added the ability to filter your Stream by searching for any of your tags.

Why does it matter?

For clients using tags, the Stream filters previously only included their top ten tags, which meant that you could not filter the Stream by a less popular tag. Now you have the ability to search for any tag on the Stream to filter response data, making it easier to find comments or insights related to individual tags.

How do you use it?

Look for the new tag filter on the left-hand side of your Stream. You can type ahead to search for any tag.

Service recovery in exports

What is it?

Service Recovery interaction details are now included in your export whenever applicable.

Why does it matter?

To make reporting to external teams easier and to help improve the ease of your custom reporting, response data exports now include Service Recovery details for each response in your export file.

How do you use it?

No action is required from you. Simply export as you normally would and you see Service Recovery information in the last columns of your export. For clients who do not use the Service Recovery feature, these columns still appear, but they are blank.

Export responses with up to three months of data

What is it?

We have increased the date range for exports from 30 days to three months.

Why does it matter?

To make reporting to external teams easier and to help improve the ease of your custom reporting, you can now export more response data at once.

How do you use it?

No action is required from you. Simply export as you normally would, and the date range filter on the Export Responses page allows you to export for up to three months by default.

Stella Connect Slack app automation

What is it?

Now you can share Agent Connect feedback straight to Slack automatically.

Why does it matter?

We can now automate sharing Agent Connect feedback to Slack. This means that as responses come in, we automatically post them to a designated channel of your choosing in Slack. The most popular use cases for the new automation are:

• Post all 5-star responses and the comment, if applicable, to a shout-out Slack channel that you select. This allows for more company-wide visibility into your team's hard work and success.
• Send negative feedback (this includes 1-3 star responses and their comments, if applicable) to a dedicated Slack channel (or straight to a manager's private channel). This allows for more in-the-moment coaching and Service Recovery opportunities.

How do you use it?

Enabling the new Slack app automation requires some setup. Find details and instructions in Slack.

Survey in-channel via link for Zendesk

What is it?

The ability to automatically send your customer a survey link directly inside of your agents' interactions upon solving the ticket, rather than sending the survey via email.

Why does it matter?

Some teams might prefer to send a Agent Connect survey inside of their ticket rather than in an email. This is particularly helpful when the customer's email address is unknown, like in a Twitter DM or Facebook Message interaction. We can now support sending a survey link directly inside of the interaction for channels where the customer is still reachable after the interaction ends. This feature is particularly useful for social media support teams and text (SMS) support teams.

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 and work with you to maximize the potential of this feature.

Intercom integration

What is it?

We have built an initial request integration with the Intercom CRM, allowing you to send surveys to your customers upon conversation close.

Why does it matter?

Our integration with Intercom provides the opportunity to automate the sending of Agent Connect surveys when an Intercom conversation is closed, without disrupting your agents' workflow. To learn more about our Intercom integration, see Intercom.

How do you use it?

If you want to integrate with Intercom, 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 and work with you to maximize the potential of this integration.

Helpshift Integration (Beta)

What is it?

We have built an initial request integration with the Helpshift CRM, allowing you to send a Agent Connect survey to your customers automatically upon resolving an interaction.

Why does it matter?

For teams using Helpshift, you now have the option to automatically send an initial survey when resolving a conversation in Helpshift. Automated survey sending via Helpshift unlocks all the benefits of Agent Connect without any disruption to agent workflow.

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 and work with you to maximize the potential of this integration.

Additional updates

This release includes the following additional updates:

• Performance improvements to speed up loading time on the Manage Team screen, especially for larger teams.
• Performance improvements to speed up export time when exporting response data.