Released June 7, 2023

Release updates

• We now support native integration with Zendesk.
• We have added the ability to archive and restore surveys.
• We now support configurable data retention periods per customer account. This lets customers hold data in Mindful Feedback for a specified time period (for example, 365 days). Please contact Mindful Support to enable this feature.
• We have added a Reviewed By column to the Interaction Detail Report, along with the ability to filter the report by Reviewed By.
• We have added additional attributes that can be pulled from Genesys Cloud, including:
  • timeOnHold: Total time the caller was on hold during an agent interaction
  • holdCount: Number of times the caller was placed on hold
  • genesysCloudConversationLink: Web link to the Genesys Cloud conversation view
  • contactChannel: Channel used to contact the center (Chat, Voice, Email)
  • principalAgentID: Agent ID of the agent with the longest interact time
  • principalAgentEmail: Email of agent with the longest interact time
  • principalAgentDepartment: Department of agent with the longest interact time
  • principalAgentLocation: Location of agent with the longest interact time
  • principalAgentManagerName: Manager's name of agent with the longest interact time
  • principalAgentManagerEmail: Manager's email of agent with the longest interact time
  • principalAgentHireDate: Hire date of agent with the longest interact time
  • principalAgentDaysHired: Number of days the agent with the longest interact time has been employed
  • principalAgentTenure: Tenure group of the agent with the longest interact time (for example, 91 days - 180 days)