Agent Workspace: Optional increased conversation length (February 2025)
It is now possible to opt into a longer conversation length, so that conversations do not split at 40 pieces of content. Optionally, you can have a max of 150.
Longer conversations ensure that the same agent handles the same issue, and reduces the risk of two conversations for the same consumer going to two agents. However, there are still reasons why conversations would split sooner- as noted in our documentation.
Many of our analytics use the number of conversations as a divisor. There will be changes to the values of your metrics, even though we have not changed the definitions.
More information on this optional change, including likely impact to analytics is noted here.
Agent Workspace Analytics: Expanded data export (February 2025)
We've made an improvement to our outbound CSV data export function, so that you can opt in to additional data points- primarily conversational data points.
Additional data points include things like the name of the channel type, conversation ID and content status. For a full list of new data points, see documentation on extra conversation detail, located under the FAQs.
When generating a report, select Include extra conversation detail.
Agent Workspace : Instagram Likes (December 2024)
It is now possible to react to Instagram private content with a like. Likes are useful when you want to quickly acknowledge a response without writing a whole reply.
Agent Workspace: X Pricing & Rate Limits (November 2024)
The X Pricing and Rate Limits dashboard, within Agent Workspace's analytics section, shows you your incoming volumes to inform which X/Twitter package pricing your brand will fall into. The dashboard also illustrates outgoing volumes relative to X/Twitter's rate limits.
Agent Workspace: Reporting against deleted configurations (November 2024)
Agent Workspace reports now have an Include Inactive Features function, set to "no" by default. This function allows you to include analytics for deleted configurations, such as queues and tags.
By default, only configurations that still exist are reported on.
Agent Workspace Analytics: Agent Performance (October 2024)
The Agent Performance report, within Agent Workspace’s Analytics section, now shows you the Queue that the longer interaction or response time occurred in. Keep in mind that a conversation’s Queue can change. The Queue filter is based on its current Queue.
Agent Workspace Analytics: Play Mode (October 2024)
Under the Export Data section in Agent Workspace Analytics, the Play Mode report now displays both READY and BUSY activities. Previously, it only displayed BUSY activities.
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READY: in Play Mode and waiting for work.
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BUSY: in Play Mode and with a conversation selected.
These are shown as filters, allowing you to pick the data you want to see.
Agent Workspace Analytics: Agent Actions (August 2024)
Access the new Agent Actions report by going to Analytics, then Export Data. This report shows you how many times users perform internal or external actions.
Agent Workspace Analytics: Intraday Performance (July 2024)
We have released a new Intraday Performance report, to provide a granular breakdown of key performance metrics at time intervals of your choosing (e.g. every 15 minutes or 1 hour).
This is accessible via the Agent Workspace under Analytics. From the Export Data section, select Intraday Performance from the dropdown menu.
Looker Analytics: Notify Breakdown (July 2024)
We have released a new Bot Platform report for notifications. This provides you with per-notification insight into the success, failure and context of your notification recipient.
Data points include date, recipient phone number, type of notification and success or failure status.
Agent Workspace Real Time Dashboards: Queue filter added to Management Dashboard (April 2024)
To focus on certain Queues only, you can now use the Queue filter on the Real Time Management Dashboard.
Agent Workspace Analytics: Play mode filter added to Agent Performance (April 2024)
To remove interaction times that may have occurred outside of Play Mode, you can use the new Play Mode only toggle. This is useful if agents are idling out of Play Mode when they are not working.
Agent Workspace Analytics: Status filter added to Export Data Conversation Report (February 2024)
We have updated the Conversations Report in Agent Workspace Analytics to expand status options in addition to CLOSED_RESOLVED conversations.
The new status filter defaults to CLOSED_RESOLVED to avoid altering scheduled reports. You can now filter by other statuses, for example, CLOSED_UNRESOLVED, AUTO_CLOSED, and OPEN.
Agent Workspace Analytics: User report added to Export Data (February 2024)
The user report allows you to view a list of your user logins, last login date, permission roles, and other data points.
Agent Workspace Settings: Rule IDs now visible (February 2024)
The Conversation History and Accounts sections now display the ID of the rule that performed a specific action. Access to the rule ID makes it easier to identify which rule performed a given action.
Agent Workspace Real Time Dashboard: Beta access to new dashboards (January 2024)
All clients now have Beta access to our new real-time agent and management dashboards, providing insight for the last 24 hours with minimal latency.
Additionally, a new View Real Time Dashboard permission is now available. This permission allows you to determine which users have access to the new real time dashboard, and is separate from the Analytics section permission it was previously utilizing.
Agent Workspace Settings: Sound notifications (January 2024)
Users can now enable sound notifications in Play Mode when a new conversation or message appears. See Account > My notifications.
Agent Workspace Analytics: Data glossaries (January 2024)
Glossaries now provide more information about metrics and filters. They are the bottom of any given dashboard in that section.
Agent Workspace Looker: Updated Performances Against SLA dashboard (December 2023)
The Performances Against SLA dashboard now returns 5,000 rows instead of 500.
Agent Workspace Looker: Bot Platform Notify dashboard (October 2023)
For users of Bot Platform's notify feature, a new Notification dashboard is available to send WhatsApp and SMS notifications.
Agent Workspace Settings: Surveys section (August 2023)
This section is for self-service survey configuration in Agent Workspace. Perform initial onboarding by selecting either CSAT or NPS, and using a support case.
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Agent Workspace Analytics: Play Mode Busy Time report (July 2023)
The Play Mode Busy Time report shows you an agent's time spent in Play Mode within a given conversation.
