Mindful Platform Updates
Whether you're a new user or an existing client, there are many exciting new things to discover in the new Mindful environment. To help you get started, you'll find a collection of informative videos that showcase the enhancements and changes we've made.
For existing Mindful clients (prior to Spring 2023):
- Explore the redesigned user interface in the Overview For Existing Mindful Clients.
For all clients:
- Dive into the powerful Insights Dashboards with several videos.
- Learn about the new Handoff section of the Mindful UI.
- Discover new API features, including Application Clients for enhanced authentication.
- Learn to use Mindful Datastore to manage user data.
- Explore further updates introduced in Fall 2023.
Overview For Existing Mindful Clients
In Spring 2023, we enhanced the user interface for greater ease of use and the inclusion of several Mindful services within the same environment. We've added some exciting new features and re-arranged a few familiar features throughout the UI.
Mindful Datastore Overview
Mindful Datastore provides a lightweight, user-friendly solution to retain context and apply it to an interaction later.
The New Application Clients Page
On the Application Clients page (API > Application Clients), you can generate unique Client IDs and Client Secrets that authenticate and establish connections between your applications and Mindful services.
New Reporting APIs
New API endpoints are available to request real-time Call Target metrics or historical reporting data.
Handoff Overview
Handoff provides a window into your messaging interactions with customers. Handoff includes both Blocklist and Message Lookup. Block List allows you to determine whether a customer has blocked your Organization's messaging handle from sending messages, and Message Lookup allows you to see information about your messaging exchanges.
Introduction to the Insights Dashboards
The Insights page contains many different dashboards to provide you with valuable data surrounding your implementation and usage of Mindful Callback.
Insights Callback Executive Summary Dashboard
The Callback Executive Summary dashboard displays callback statistics for all Call Targets in your Organization. Within this report, you can view the total number of callbacks offered to customers.
Insights Callback Performance Dashboard
The Callback Performance Dashboard, as the name implies, focuses on qualitative metrics of your Callback conversations. This includes talk and response time, as well as how some of these measures are impacted by certain behaviors within the Mindful environment.
Insights Callback Usage Dashboard
The Callback Usage Dashboard provides an overview of your Callback activity for a selected date range. The data on this dashboard allows you to see callback changes and trends over time.
Insights Messaging Usage Dashboard
The Messaging Usage Dashboard provides an overview of your Messaging activity for a selected date range, allowing you to see Messaging changes and trends over time.
Insights Conversation Overview Dashboard
The Conversation Overview Dashboard is meant to serve as a general look into your company's usage of your conversations over the period of your contract. This dashboard serves as a check-in on where your company may be in your contract period. It will allow you to determine if you are over or under-utilizing your conversations.
Insights Audit Log Dashboard
The Audit Log Dashboard provides an overview of the updates, changes, or deletions that users within your organization or automated Smart Rules have made within the Mindful User Interface over a specified time period.
Fall '23 Updates
Welcome to the Mindful Fall '23 release! We've made exciting changes to the Call Target page in this release, introducing greater ease-of-use and a more efficient layout. To help you get started, we've put together a tour of the new changes:
