Release highlights

The Genesys Cloud integration will no longer count chat messages between agents and bots as part of the message_count property to trigger surveys.

When you select "message_count" in the Trigger Type field for Genesys web messaging, the intention is to trigger a survey when a certain number of messages between an agent and customer has been reached. The count will no longer be incremented when an agent is interacting with a chatbot, thus capturing a more accurate number of real conversational messages.

We have made additional updates to improve accessibility in the Feedback customer survey to comply with WCAG 2.1 standards:

• The buttons that customers use to submit their responses in a survey now include screen-reader accessible text.

  

  Depending on the context, these buttons will include the following text for screen readers:

  • "Start survey"
  • "Save response"
  • "Yes"
  • "No"

• The two links at the bottom of customer surveys (Powered by Mindful Feedback and Cookies and Privacy Policy) now include the screen-reader accessible text "...this link will open in new tab" to advise users that they will need to navigate back to the survey tab in their browser to continue with their survey.

  

• The "0" and "10" text labels on numeric scale questions (such as NPS) now include more clear descriptions for screen readers:

  

  • The "0" label contains the screen-reader text "Extremely unlikely".

  • The "10" label contains the screen-reader text "Extremely likely".

  • All other numeric values ("1" through "9") will be read as the associated numbers.

We continue to make security enhancements throughout the application.

This updates will continue to maintain compliance with modern security standards.

Announcements

We are continuing to rebuild the Feedback user interface using the React framework.

This back-end refresh will enhance efficiency and load times throughout the platform while maintaining the functionality you rely on.

We have removed the Email Reputation page that reported on email bounces.

Due to errors in the processing of email bounce records, we have decided to remove the Email Reputation page in this release. We may add this functionality back in the future, if needed.

If you are interested in adding this page back to your instance, or for more information about the features of the page, contact the Support team through our Knowledge Center.

Resolved issues

An issue affecting cloned surveys for organizations integrated with MEC has been resolved.

Previously, if a survey in an MEC-integrated organization was cloned, it was not possible to add multi-choice questions to the cloned survey. Now, multi-choice questions can be added in this scenario.

Answering machine detection settings on the Surveys page can no longer be saved with empty values.

Previously, Feedback would allow users to remove the value of machine detection settings such as Machine Detection Timeout and Machine Detection Speech Threshold and then successfully save the survey. Now, an error message will be displayed and the survey will not be updated in this scenario.