September 2022 Product Release
Here's a quick look at what's in the September 26th release:
Social
- Enhanced advisor content selection interface *
Actions
- Configure up to ten outgoing message templates *
Data & analytics
- Self-service report scheduling *
- Compare workspaces with the Breakdown by Relate Workspaces Report *
- See when activities occurred on the Review Archive Email report
- Monitor library and campaign performance separately in the Suggested Content Performance Report
- Reporting landing page has a new Product column
* Sandbox preview available. To sign up, contact your Customer Success Manager.
Social
Enhanced advisor content selection interface
To create a faster and smoother content selection experience for agents/advisors, the Post Library and Post Cards have been redesigned to include the following improvements:
- Posts now include the content author, creation date, and expiration date.
- More powerful searches that can find results based on partial matches or the numerical post ID, for example, “12345”. Previously, only admins could search for post IDs, and had to use the format “id:12345”.
- Results ordering is based on keyword hits.
- There's now a filter for the GIF content type.
- The library has an overall sleeker design and more modern functions.
New Post Library design showcasing the improved searching and filtering solution
Filtering
Post Card with author and dates
Actions
Configure up to ten outgoing message templates
There are now up to ten different outgoing message templates available for configuration, with a number assigned to each one. Organizations can select which one to use by specifying the corresponding number in the API, and admins can configure the language in the admin interface. Each template has a version to use during business hours and one to use after hours, and the system reverts to the appropriate version based on the time the message is sent. If no template is selected, the system uses a default. Templates also all have multi-language support and language changes can be monitored for compliance.
To include the name of the agent/advisor in the message, quote the "@{dynamicAgentFirstName}" variable in the message template, which is sent via the API with the Contact.
To change the template content in the admin interface, under Actions, click Contact Message Templates. This dedicated page replaces some of the old template configuration options in the Configuration - Action Flow page.
New Contact Message Templates page:
Updated Configuration - Action Flow page:
Data & Analytics
Self-service report scheduling
Admins can now define filter conditions, select which fields to include, and schedule the frequency of reports themselves without needing to contact support.
Admins can click the Create a scheduled report button on any report page to start their report.
Scheduling a report can be done for a relative date range (e.g. last full week, last full month), not for a fixed time range.
Compare workspaces with the Breakdown by Relate Workspaces Report
The new Breakdown by Relate Workspaces report allows admins to list and compare Relate usage and key business measures on the workspace level. It contains these fields:
- Workspace ID
- Workspace Name
- Workspace Hierarchy
- Workspace State (connected or cancelled)
- Relate Activation Date
- Is Inactive (binary)
- Is Relate Only (binary)
- Number of Delegates
- Number of Inbound Messages
- Number of Outbound Messages
- Number of Total Missed Messages
- Number of Inbound Calls
- Number of Outbound Calls
- Number of Missed Calls
- Number of Total Calls
- Number of Opt-Ins
- Number of Opt-Outs
- Number of Contacts Engaged
- Average Outbound Call Duration (in minutes)
- Average Inbound Call Duration (in minutes)
- Average Call Duration (in minutes)
See when activities occurred on the Review Archive Email report
The Review Archive Email Report now contains an Activity Time field that shows the timestamp of the activity.
Monitor library and campaign performance separately in the Suggested Content Performance Report
To allow Marketing admins to compare library versus campaign performances and monitor each one independently from one another, these four fields are now included in the Suggested Content Performance Report:
- Total Library Publishes
- Total Campaign Publishes
- Library Publishes Engagement Rate
- Campaign Publishes Engagement Rate
Reporting landing page has a new Product column
The report landing page now includes a Product column that specifies which Hearsay product(s), like Social or Relate, are relevant to the report.
