Releases
2 Sep 2024
Preview Feature may be less stable than the rest of our application or have significant limitations. The feature might not be visible in our application and you might need to ask us to enable it for your account.
This release adds preview support for tickets in Freshdesk.
Agent Engagements from Freshdesk Tickets
We now support tickets in Freshdesk and create agent engagements based on agent involvement in the tickets. This enables to have visibility into the volumes and effort involved in handling the customer and see the communication in the customer journey where you can use all Salted CX quality assurance and AI features.
Check all available integrations.
28 Aug 2024
This release brings small improvements in agent coaching and related reporting.
Edit Coaching in Progress
You can now leave coaching sessions in progress and return to them later. As long as the coaching session is not completed the user who created the coaching session can edit it.
Used Form in Reporting
The Review data set now has new entity Used Form that you can use for filtering and segmentation. Used Form entity represents what war a user used to provide the review. Used Form attribute is available for coaching sessions and also for reviews provided from the customer journey.
14 Aug 2024
This release brings ad-hoc option to ask Salted CX AI anything about a single engagement.
Ask About Engagement
Each engagement now has an option to ask Salted CX AI any question about it. This enables to quickly some up an engagement or answer some specific questions about what happened in the engagement.
You can choose whether you prefer a Concise or Detailed answer.
Open Agent Profile from Customer Journey
Now when you click on any agent that was engaged in the conversation with the customer in customer journey you will go to the agent profile that gives you more information about the overall agent performance.
12 Aug 2024
This release provides the first version of support for tracking coaching sessions in the agent profile so both agents and team leaders can see the agents’ track record.
Coaching Sessions Tracking
Agent profile tracks coaching sessions. When Team Leaders meet with agents for coaching and discuss performance they can now track outcome of these sessions — briefly sum up the agent performance and identify the next steps.
You can create custom forms to use duŕing coaching sessions to keep the coaching sessions structured and evolve them over time.
8 Aug 2024
This release is focused on minor improvements in reporting.
Rollups in Tables
You can now Rollup aggregation method in tables. Rollup chooses an aggregation method based on the used metric. So if the original metric is an average then rollup is an average as well. If the original metric is a sum then the rollup is sum also. Thanks two this you can fit different aggregations into a single footer row.
Rollup also uses the underlying metric to calculate the value without the segmentation in the table which is more often the result you are looking for especially for averages. While the average metric calculates an average of individual rows in the table (average of averages) the rollup calculates the average of the underlying data which is typically what you want.
4 Aug 2024
This release improves semantic search and adds additional options to focus on specific root causes. Semantic search is a powerful way to discover ad-hoc what is happening in your contact center. Search also helps you to jump to customer journeys in which the findings occur.
Focus on Date Range
You can now focus on findings in a specific date range. This is useful to check if there are specific days when a spike in a behavior happened or when a trend started to change. We also show a chart with number of findings in individual days. The chart gives you an idea whether the number of findings in trending in some direction or if there are any spikes.
Exclude Findings
You can now look use phrases that you do not want to exclude from the search. You can also use multiple phrases to exclude so if your semantic search results contain turns you do not expect to see, you can incrementally filter them out.
Highlighting in Findings
In case a message or a piece of transcript is longer, we now highlight the phrases that are the closest to what you search for. This helps to better understand why a result appeared in the search results.
30 Jul 2024
This release is focused on improvements in account creation. Customers can now create a new Salted CX account themselves. The self-service account creating also enables Salted CX to be listed on AWS Marketplace. Customers still need to ta
Listing on AWS Marketplace
Salted CX is now listed at AWS Marketplace. Listing on AWS Marketplace enables customers using AWS to have Salted CX billing included in their other infrastructure costs.
Go to Salted CX at AWS Marketplace
18 Jul 2024
This release is focused on providing additional customer information to customer journey.
Customer Summary
You can now choose three customer-related metrics and attributes you would like to see about the customer. The options include metrics on how much you have engaged with the customer in the past and also attributes from the customer data set.
You can click on any of the three fields and get a menu with the choices. The menu also shows you all values for the current customer. If you want just quickly check a value you can just peek into the menu without changing what the customer summary shows by default. Customer journey remembers the choices per user so each user can see what is the most important for them.
8 Jul 2024
Preview Feature may be less stable than the rest of our application or have significant limitations. The feature might not be visible in our application and you might need to ask us to enable it for your account.
This release brings initial support for voice calls in Aircall. As with any other integration, you can see data from Aircall alongside data from other supported platforms.
Voice Calls from Aircall
We now import voice calls from Aircall. The voice calls are represented as conversations and engagements to reporting. The engagements are visible in the customer journey. You can click on an engagement to open the original call in Aircall.
19 Jun 2024
This release is the first step towards making team management easier by introducing an agent profile that will over time contain information related to the agent.
Agent Profile
The new tab Agents in Salted CX lists all currently active agents. You can use search to find agents you are interested in. Agent profile shows the agent name and key attributes related to the organization hierarchy.
If a user has a permission to see only their engagements they will see only their own agent profile and will not see the navigation that enables to go to other agents’ profiles.
Reviews in Agent Profile
The first tab in the customer profile shows all reviews related to any engagement attributed to the agent. The reviews in the customer profile are loaded in real-time when you open the agent profile so you do not need to wait for 15-minute loads into reporting dashboards and visualizations.
Agents can use their agent profile to check what feedback they get. Agents can jump to customer journeys to check more context. They can also acknowledge and dispute feedback they have got.
17 Jun 2024
This release is focused on improving integration with Amazon Connect. As with any other data source you can import data from multiple Amazon Connect instances into one Salted CX account and combine them with other data sources.
Amazon Connect Chats in Customer Journey
We now import chat transcripts and process individual chat messages with AI to create auto reviews that point you to conversations that may need your attention. As with any other platforms you can tag and review individual chat messages for manual quality assurance and provide training data for AI.
Salted CX supports Amazon Connect chats even without Amazon Lens enabled.
Amazon Connect Call Transcripts in Customer Journey
We now import voice transcripts from Amazon Connect. You can now show individual times when the customer and agent talk as individual turns in the customer journey. This enables you to do any actions with the individual messages such as doing reviews. Salted CX also processes 100% of voice transcripts with AI to create auto reviews.
Amazon Lens must be enabled for call transcripts.
Amazon Connect Sentiment Reporting
If Amazon Lens is enabled we now import sentiment when provided by Amazon. This enables you to see the sentiment in dashboards and customer journeys. You can easily find pieces of conversations in which customer expresses dissatisfaction. You can combine sentiment provided by Amazon with auto reviews that Salted CX provides.
14 Jun 2024
Preview Feature may be less stable than the rest of our application or have significant limitations. The feature might not be visible in our application and you might need to ask us to enable it for your account.
This release is focused on improving support for Twilio Flex in Salted CX.
Support for Flex Insights Attributes
We now process Flex Insights attributes from Twilio TaskRouter tasks. This enables your users to take advantage of additional data that you have already provided to Twilio TaskRouter without any additional implementation effort.
10 Jun 2024
This release adds auto reviewers that can answer single-choice questions. Until today the reviewers could only use tags — marking whether something appears in the conversations.
Single Choice Auto Reviewers
Single-choice reviewers enable you to find opportunities and categorize them. This is useful for breaking out one issue or opportunity in conversations into multiple categories that represent a different flavor of the issue that you can address separately. As with every auto reviewer, you need to provide a few examples for the auto reviewer to have training data to start with.
Provide Training Input for Single Choice Auto Reviewers
You can provide feedback to auto reviewers whether the automatic reviews are correct and what is the correct answer. This enables to improve the accuracy of auto reviews over time.
7 Jun 2024
Preview Feature may be less stable than the rest of our application or have significant limitations. The feature might not be visible in our application and you might need to ask us to enable it for your account.
This release is focused on bringing support for Twilio. We can now consume Twilio Event Streams to connect Twilio accounts. As with other data sources in Salted CX you can connect multiple Twilio accounts to a single Salted CX account and combine it with other data sources so you have seamless visibility into conversations across all platforms.
You can use Salted CX as a replacement for Flex Insights with all the additional features of Salted CX including automatic and agile manual quality assurance, content analytics, visualization in customer journey and all others.
Twilio Flex Tasks
We import Twilio Flex (TaskRouter) tasks to build customer journeys of them. We organize the data into conversations in our Logical Model. The following types of engagements are created for the tasks:
- Agent Engagements — whenever an agent engages with the customer as part of their tasks. This enables reporting on performance metrics such as handling time, wrap-up time, the overall volume of handled conversations, etc.
- Queue Engagements — whenever a customer is waiting in a queue you can report on the wait time, the number of customers leaving before they connect with an agent, etc.
- Invitation Engagements — whenever an agent is invited to a conversation (in Twilio Flex a reservation is created) the invitation engagements enable you to find agents who reject or miss those invitations.
Twilio Messaging Transcripts
We import chat transcripts from Twilio Messaging to our customer journey. The chat transcripts are shown as individual turns in the customer journey. You can do reviews for individual turns. The turns are also automatically reviewed by Salted CX AI to find conversations that need your attention.
Twilio Flex Agent Activity
We import data on agent status transitions so you can monitor whether agents spend their time in the available state and other metrics related to WFM.
3 Jun 2024
Preview Feature may be less stable than the rest of our application or have significant limitations. The feature might not be visible in our application and you might need to ask us to enable it for your account.
This release focuses on improvements in Zingtree integration.
Zingtree Bulk Export API Support
We now use newly introduced Zingtree bulk export API to retrieve session data from Zingtree. The new bulk export API enables to import larger volume than 6,000 per day limit and makes Zingtree usable for larger customers.
30 May 2024
This release brings small improvements to reporting.
Color Segmentation in Scatter Charts
You can now use an attribute to color different data points in scatter chats. The color is great for grouping individual items into clusters and see whether an issue is specific a single item or it is a common across multiple items. For example you can see whether one agent is an outlier in a performance or an entire team is affected.
Attribute and Facts Organized by Data Set
The attributes and facts are now organized by data set in the visualization editor. This makes it easier to find the items that you are looking for.
24 May 2024
This release is focused on bringing the AI functionality closer to business users by enabling to manage auto reviewers directly in our application. Auto reviewers use human input to analyze 100% of conversations.
17 May 2024
This release focuses on improving reporting.
Repeater Visualization
The repeater visualization is a great way how to show multiple metrics for a list of items that provides a lot of information in a very compact form. If you want to have an overview of queues, teams or agents, repeater enables you to show multiple metrics for each and you chan choose to visualization for all of the metrics (overall number, bar chart and line chart). Thanks to this you can immediately see whether the key metrics are improving over time or not.
Dependent Filters in Dashboards
You can now filter visible values in a dashboard filter by another filter on the dashboard. For example, you can use a team filter to narrow down the agents you can pick from in the agent filter.
Filter Available Values in Dashboard Filters by Metric
You can now filter visible values in a dashboard filter by a metric. If the metric has non-empty value for the given attribute value the value will be visible as an option. You can use this feature for example to show only agents that have some activity, show only outcomes that have some auto reviews, etc. Less values in filters make it easier to find those that a relevant for the given dashboard.
Rich Text in Dashboards
You can now add rich text widgets to dashboards to provide users with more information, highlight important sentences, and provide links to more business-related information or documentation. You can even include images in dashboards. One image can often be worth thousands of words.
Read more about the rich text in dashboards.
24 April 2024
This release is focused on bringing agents in the loop of the quality assurance review process. Agents can now provide feedback to reviews by acknowledging or disputing them.
Acknowledge Reviews
Agents and other people can now acknowledge reviews. This enables you to have a process that ensures that agents or team leaders on their behalf can acknowledge reviews from reviewers (team leaders, supervisors, and QA people), auto reviewers, and even customers. Acknowledging reviews helps to ensure your agents are in the loop of the quality assurance process and they are aware of feedback on their performance.
We have separate permissions that enable users to acknowledge auto reviews, manual reviews, and feedback from customers. The permission also has a scope to be able to acknowledge any review or only reviews associated with engagements the agent handled.
Dispute Reviews
Agents and other people can now dispute reviews. This enables you to have a process that ensures that agents or team leaders on their behalf can dispute reviews from reviewers (team leaders, supervisors, and QA people), auto reviewers, and even customers. Disputing reviews is a great tool to ensure the review process is fair as agents have a strong incentive to dispute negative feedback whether given by people or auto reviewers. Disputed auto reviews also help to monitor and improve the accuracy of auto reviewers.
We have separate permissions that enable users to dispute auto reviews, manual reviews, and feedback from customers. The permission also has a scope to be able to dispute any review or only reviews associated with engagements the agent handled.
Agent Permission Set
We now support permission set specifically with permissions suitable for agents. The permission set contains permission an agent typically needs for their work. The permission set allows you to give agents multiple permissions without listing them individually. The permission set is managed by Salted CX and we add permissions to it when we add a new feature that agents typically should have access to. This unlocks agents more functionality over time without you having to update settings in your identity provider.
You can still use additional permissions in combination with the agent permission set to give agents access to more features.
22 April 2024
This release is focused on extracting additional data from Salesforce and better heuristics in some complex scenarios where customers use a combination of Salesforce Omni-Channel and non-omni-channel engagements.
Salesforce Integration — Case Priority
We now extract the Priority field from Salesforce Cases and store them in the Engagement ⏵ Priority attribute. You can use the Priority attribute to segment any metric. This may be useful if you have different criteria for handling customers based on priority. You can also use Priority to filter for high-priority items and focus on them.
Salesforce Integration — Case Record Type
We now extract Case Record Type from Salesforce Cases and store them in the Engagement ⏵ Category attribute. You can use the Category attribute to segment any metric. The Category attribute.
Salesforce Integration — Engagements in Progress
We now extract engagements that are in progress and attach turns to them. So when you have longer conversations you can already see what is going on in them even when they are not completed. The engagements that are in progress can be easily identified by the Engagement ⏵ Engagement Status attribute.
Salesforce Integration — Mixing Omni-Channel with Other Engagements
We now better attribute communication and time spent in engagements. You can use the Engagement ⏵ Flow attribute to find out whether the Engagement was done using Salesforce Omni-Channel or other flows including Salesforce Tasks or ad-hoc emails.
We recommend using Salesforce Omni-Channel for as much communication as possible because it provides the best visibility into agents’ performance.
18 April 2024
This release is focused on improving the Logical Model that we use for reporting. The updates to the Logical Model are aimed at adding support for future features, and improving performance, and clarity.
New Attributes and Facts in Logical Model
We have added new attributes and facts to our logical model. New attributes provide more dimensions for data segmentation and more options for filtering. We intend to use the newly added attributes and facts to enhance our existing and future integrations and bring more granular data to Salted CX.
The following table lists all added facts and attributes.
| Data Set | Attribute or Fact | Type | Description |
|---|---|---|---|
| Activity | Scheduled Time | Fact | The time the agent was supposed to be in the given activity. |
| Agent | Manager | Entity | The agent’s current manager. |
| Agent | Role | Entity | The agent role serves to classify the current role of that agent and enables them to split into groups with specific common features like Rookies, Veterans, etc. |
| Engagement | Outcome Type | Enumeration | The high-level type of the outcome enables us to categorize outcomes to known values that can be reported on. |
| Engagement | Category | Entity | The high-level category of the engagement. Use of this attribute is typically customer-specific. |
| Engagement | Engaged Location | Entity | The location of the agent in the time of the engagement. |
| Engagement | Engaged Organization | Entity | The organization in which the agent was in the time of the engagement. |
| Engagement | Engaged Role | Entity | The role in which the customer was during their engagement. |
| Engagement | Engagement Attribute 1 | Entity | General purpose attribute that can be used for storing data that are account specific. |
| Engagement | Engagement Attribute 2 | Entity | General purpose attribute that can be used for storing data that are account specific. |
| Engagement | Engagement Attribute 3 | Entity | General purpose attribute that can be used for storing data that are account specific. |
| Engagement | Flow | Entity | The flow through which the conversation went. Flow is typically a process that leads to handling of the engagement. It can be a simple direct call or a very complex flow handling a customer based on business-specific preferences. |
| Engagement | Priority | Entity | The priority of the engagement categorized into discreet buckets such as High, Normal, Low. |
| Engagement | Engagement Fact 1 | Fact | General purpose fact that can be used for storing data that are account specific. |
| Engagement | Engagement Fact 2 | Fact | General purpose fact that can be used for storing data that are account specific. |
| Engagement | Engagement Fact 3 | Fact | General purpose fact that can be used for storing data that are account specific. |
| Review | Confidence Level | Enumeration | The confidence level of an auto review that categorizes them based to different levels. Each level has a different ratio of true positives and false possessives. This enables to focus to focus on high precision or high recall use cases. |
| Review | Verified | Enumeration | The indicator whether the review is correct, incorrect or eventually acknowledged and disputed by agents. |
| Review | Version | Attribute | The version of the reviewer used for this review. This attribute is used for Auto reviews to compare different models. |
15 April 2024
This release is focused on empowering users to create and improve their AI Auto Reviewers.
Create Auto Reviewers
For each question that is the type of tag, you can now create a so-called Auto Reviewer. Auto Reviewer is an AI-powered service that automatically checks 100% of conversations to find patterns in them. Each pattern an Auto Reviewer finds is then visible in the reporting and the customer journey.
Thanks to Auto Reviewers you can get quantitative data on the pattern occurrence in 100% of the conversations. You can report on the number of total auto reviews or the number of conversations containing them (deduplicating multiple findings in one conversation). You can filter by any attribute to focus on auto reviews in specific engagements only or segment the auto reviews by any attribute as well.
Picking Training Data
Auto Reviewers like any other AI need training data that tells them what to search for. You provide this data for Auto Reviewers by finding a few examples of the pattern you want them to search for. We now enable you to pick what manual reviews are used for Auto Reviewer training to ensure Auto Reviewers have really good examples.
If you already do manual reviews that focus on identifying the pattern you may already have a repository of manual reviews by people in your company. This input is a great starting point. However, especially if the people doing the manual reviews are not well-calibrated they may provide manual reviews that do not exactly match what you would like the AI to search for.
10 April 2024
This release is focused on giving limited access to Salted CX to agents.
Agent Access to Engagements
We now have granular permissions that enable you to restrict the visibility of data in reporting and the customer journey to engagements that the agent handled. Engagements and dependent items such as reviews that are not associated with the agent will not be included in the reports and not be visible in the customer journey.
Learn more about agent access in the permissions article.
Agent Reviews
As agents can now have access to Salted CX you can enable them to review engagements they have handled. Each review provided by an agent has the attribute Review ⏵ Review Type equal to Agent. You can use the Review Type attribute to easily distinguish reviews that an agent provided for their engagements.
25 Mar 2024
This release adds an option to provide feedback to Salted CX AI to improve its accuracy.
Mark Auto Reviews as Correct or Incorrect
You can now mark auto reviews as Correct, Incorrect, and Unclear to give feedback to Salted CX AI. The feedback then helps to improve the Auto Reviewers. Reviews that people mark as Correct are used as positive training examples, and reviews marked as Incorrect are used during the training as negative examples that reduce the number of false positives from future auto reviews.
Users need to have dedicated permission to provide feedback to AI. The quality of training data AI uses to learn has a direct impact on its output.
18 Mar 2024
This release is focused on faster discovery of potential issues and opportunities in the conversations.
Similar Turns
Now whenever you click any turn (for example a chat message) in our customer journey we show you similar turns based on our semantic search engine. This enables you to jump directly to similar situations to the one you have found. Similar turns use actual content of the conversation and its meaning to determine what is close.
You do not have to guess or know all the different ways customers express themselves to find more examples of any situation in your conversations. The similar turns that you have already visited are less empathized and any turn that received some feedback is marked with circles that indicate it in their bottom right corner. So you know what is the next best turn to explore.
Remember you can use tags to mark any interesting piece of conversation you find. So you can return to it later, show it in dashboards and let the auto reviewers search 100% of conversations to find similar situations in them.
12 Feb 2024
This release is focused on additional options when using filters on dashboards.
Cross-filtering Dashboards
Dashboards now enable you to click on any attribute in any chart to filter the entire dashboard to that attribute. Cross-filtering enables really fast data exploration without spending time to set up drill-downs manually for every attribute. Cross-filtering is enabled by default for every dashboard.
Learn more about filtering dashboards.
Multiple Date Filters to Dashboards
You can now use multiple date filters on a single dashboard. When you use multiple filters the filtering criteria are included on both date dimensions at the same time. You can use this for example to list reviews of any agent engagement in the past 30 days that a reviewer did yesterday.
Learn more about filtering dashboards.
8 Feb 2024
Pass Filters in URL on Drill-Down
When creating custom dashboards that drill down to your applications — for example, to see an agent employee card, more information about the customer, etc., you can now include currently applied filters in the dashboard in the URL. This enables the destination web application to apply the same filters that users had applied in Salted CX. This enables you to show more relevant content on the destination web page on drill down.
Learn more about drill-downs from dashboards.
5 Feb 2024
This release is focused on making filtering and drill-downs aware of natural hierarchies that exist in the company and the conversations. It is now much easier to have a dashboard that enables viewers to focus on details.
Drill-Down Hierarchy in Dashboards
Dashboards now enable simple setup of drill downs based on natural hierarchies or granularity such as drilling from years to months to days to hours. Drilling can also copy organization hierarchy and other structures in customer conversations.
You can also define your drill-down paths that copy natural hierarchies in your company.
Learn more about drill-downs in Custom Dashboards
Dependent Filters in Dashboards
Items available in filters can now be filtered by other filters using dependent filters. You can use one filter to limit options in another filter. For example, when you have a team selected only agents from that team are shown in the dependent filter.
Learn more in Custom Dashboards
Reset Filters
Quickly return filters to their default state on the dashboard. You do not have to go through all the filters and manually choose the values. You can now just click the reset button and all filters are set to default values.
Learn more about filters in dashboards.
1 Feb 2024
This release is focused on adding additional data points to engagements that happened in Salesforce.
Salesforce Integration — Customer Satisfaction Surveys
Salted CX now supports customer surveys that you send to your contacts. Salted CX attributes the survey results to an engagement that precedes the survey results. You can now find conversations where customers are not happy really easily. They might help you discover more opportunities for improvement.
Learn more about Salesforce data in Salted CX.
Salesforce Integration — Agent Activity
You can now report on agent activity (also called agent status or aux codes). This enables you to understand whether your agents are available to engage with your customers and unlocks a wide range of metrics focused on efficiency and managing agent workload.
Learn more about Salesforce data in Salted CX.
29 Jan 2024
This release is focused on bringing to Salted CX also conversations that happen outside of the Salesforce Omni-Channel feature. This gives users in Salted CX a complete picture of everything that happens between their agents and their customers. The new engagements are visible in the customer journey along with the Salesforce Omni-Channel engagements.
Check Salesforce Data in Salted CX for details on how Salesforce objects are translated into the Salted CX logical model.
Salesforce Integration — Task-based Engagements
Salted CX now imports Salesforce Tasks that are related to communication as engagements. Tasks carry fewer metrics and attributes compared to Omni-Channel AgentWork but they still make the customer journey complete.
Salesforce Integration — Ad-hoc Email Engagements
Customer Journey now includes emails that are sent directly from the Case screen without an associated task or Salesforce Omni-Channel AgentWork. These individual email messages now each produce a single engagement.
22 Jan 2024
This release brings Zingtree to platforms Salted CX supports. Self-service is an essential strategy to deflect traffic from agents and let agents focus on more complex customer requests. Understanding the contact center's ability to resolve customers’ issues without agent engagement is critical for keeping customer satisfaction high.
Zingtree Integration
Preview Feature may be less stable than the rest of our application or have significant limitations. The feature might not be visible in our application and you might need to ask us to enable it for your account.
You can now connect Zingtree to Salted CX. ZingTree enables building menus customers use for self-service on your website. This enables you to deflect significant traffic away from human agents.
Zingtree integration enables you to:
- See customers using self-service and their success rate in resolving the issues.
- Segment volume by the path the customers go through in Zingtree.
- Measure the time the customer spends in Zingtree.
- Understand how many customers and in what cases they need to be connected to human agents.
Learn more about Zingtree integration.
15 Jan 2023
This release is a first step towards support of Salesforce in Salted CX. Salesforce is a complex system and we plan to expand support for additional features in the upcoming iterations.
Salesforce Integration — Omni-Channel Agent Work
Salted CX now extracts data from Salesforce. Currently, only agent engagements handled in Salesforce Omni-Channel are imported. As with other data sources Salted CX transforms Salesforce data into our Logical Model and all conversations can be combined with conversations from other platforms. You can also connect multiple Salesforce instances to a single Salted CX account.
Salted CX imports metadata related to Salesforce Omni-Channel AgentWork which contains the most granular information about agents’ performance including handling time, wait time and other metrics.
Learn more about Salesforce data in Salted CX.
12 Dec 2023
This release focuses on support for organizations that have people in multiple locations by having settings for timezone and date and time formatting.
Timezone and First Day of the Week
You can now choose the timezone and the first day of the week on account and user level. On the user level, you can choose to keep the account setting or use your own. Timezone and the first day of the week impact how data are segmented in reporting and how dates and times are shown all over the application including Customer Journey.
Date and Time Format
You can also choose a date and time format for both the account and user level. You can also choose to use account settings. Available formats are Chinese, Czech, Dutch, English — GB, English — US, French, German, Japanese, Portuguese — Brazil, Portuguese — Portugal, Russian, and Spanish.
For more information on account and user settings check Application Settings.
4 Dec 2023
This release focuses on making the discovery of interesting moments in conversations faster and more convenient.
Visited Turns in Semantic Search
Recently visited turns in Semantic Search are now less saturated than other turns so you can easily distinguish turns you have reviewed recently. This helps you to focus on discovering new similar behaviors.
Hide Recently Visited Turns
Use the check box in Semantic Search to hide all recently visited turns. This helps you to see only turns that you are yet to explore. Hiding visited turns is very useful when you have a lot of findings to go through and you do not want to go back to those you have already reviewed.
Customer Journey Peek
When you now click on an Engagement, Conversation, or Customer the customer journey opens as an overlay on the currently open dashboard without navigating away. You can quickly skim through a lot more conversations. When you find something that needs a deeper look of feedback you can open Customer Journey with all of its features.
You can now hold Ctrl on Windows or Command on Mac to open the customer journey in a new browser window or tab.
We have also significantly improved the performance of loading individual customer journeys so they open almost instantaneously.
Free Text Questions in Reviews
You can now use free text questions in reviews. This enables you to keep qualitative feedback associated with engagements or individual turns. The form designed to provide feedback to agents uses free text questions. You can use them to tell agents in greater detail what are their opportunities for improvement and encourage them to keep doing a great job.
Locked and Hidden Filters
When editing dashboards you can now make filters locked or hidden. This option influences how dashboard filters look when viewing a dashboard. Locked filters are visible in the dashboard but viewers cannot change them. Hidden filters are invisible but criteria in them are applied to the dashboard.
20 Nov 2023
This release is focused on adding Amazon Connect among supported platforms in Salted CX.
Amazon Connect Integration
Salted CX now takes conversation metadata from Amazon Connect and enables it to show them side by side with metadata from other supported platforms. As with any other platform, Salted CX translates all the Amazon Connect data into our unified easy to use Logical Model.
You get visibility into key KPIs across all connected platforms. You can show KPIs based on traffic from Amazon Connect and other platforms seamlessly in one chart, table, or even in a single number. Or you can filter specifically just for conversations coming from Amazon Connect.
As with any other integration, you can have multiple Amazon Connect instances in one Salted CX account alongside other connected platforms to that account.
With the Amazon Connect Integration, you will get the benefits of the Salted CX features including:
- Access to data on conversations and agent activity
- Out-of-the-box dashboards on top of key contact center KPIs
- Building custom dashboards, charts, tables, and metrics
- Drill down from dashboards to Customer Journey showing all conversations with a single customer in one pane
- Navigate to any call or chat in Amazon Connect from the Customer Journey
- Use annotation and feedback tools for Agile QA in Customer Journey to collect feedback for agents and collect input for process improvements
As this feature is in Beta we continue working on Amazon Connect integration improvements to provide more granularity in reporting for additional scenarios that may happen in Amazon Connect.
9 Nov 2023
This release brings more features focused on agile quality assurance. It makes it easier to find any feedback provided for the currently open customer journey and see the details of the feedback.
Highlighted Engagements and Turns that Have a Review
Each engagement or turn that is reviewed now has 4 circles indicating what types of reviews it received. A full circle indicates there is at least one completed review of the given type.
- Purple – Auto review provided by AI
- Green – Review from a customer
- Blue – Review from the agent
- Azure – Review from a reviewer
The engagements with reviews are also highlighted in the customer journey summary.
See Reviews in Customer Journey
Customer Journey now shows all reviews associated with an engagement or a turn. This includes reviews from customers, AI, agents themselves, and reviewers.
Every engagement and turn can have many reviews associated with them. All of them are shown in the Review results.
Choose Review Form
You can now choose what form you will use for providing feedback and reviews to engagements and turns. Salted CX remembers the last form you selected for engagements and individual types of turns — customer, agent, and bot.
Built-in Forms
Salted CX now contains a set of built-in forms that enable you to start with agile quality assurance right after logging into Salted CX for the first time. You can now start browsing conversations and mark anything useful in them with zero setup.
The forms are available in the menu Customer Journey.
2 Nov 2023
This release increases limits on pivot table size to enable reporting on data with more attributes and metrics.
Larger Pivot Tables
Pivot tables are useful for analyzing larger volumes of data and some users hit the limits of pivot table visualization. So the following limits are now higher.
- Number of column attributes: Remains 20
- Number of row attributes: Increased to 50 (previously 20)
- Number of metrics: Increased to 100 (previously 20)
20 Oct 2023
This release focuses on empowering quality assurance people and providing them with powerful tools to find interesting moments in conversations and provide feedback on them.
Semantic Search
Semantic Search is a new way to discover what customers and agents talk about in their conversations. Semantic Search searches in conversations in the last 7 days for anything you can think of. Unlike full-text search, the sentence you are looking for does not have to share any single word with the actual findings. Salted CX uses AI to find turns in conversations that have similar meaning to your search even when customers or agents use different wording that you are not aware of.
When you find turns that are similar to your search you can click on them and jump to the customer journey with that turn. This helps you to better understand the context and find more turns like the one you have clicked.
Check Semantic Search for more information.
19 Oct 2023
Drill Downs to Agent and Queue Dashboards
The built-in dashboards now contain drill-downs to the agent dashboard when they show data for agents. This enables you to quickly jump to a 360-degree look at an agent's performance. This gives you one place to check on how an agent is doing.
Drill-downs also lead to dashboards showing individual queues, channels, and outcomes to give you detailed information about them. Essentially any item that is bold in dashboards takes you further and enables you to explore those in depth.
Headline Insight Customization
The headline insight has now more options to customize the comparison between the primary and secondary value. You can customize how the difference value is calculated, whether to show an arrow pointing up or down depending on the trend. You can also choose color and label depending on whether the primary value, is greater, lower, or the same as the secondary value. This enables you to communicate whether the change is trending in a positive or negative direction.
Headlines Trends in Built-in Dashboards
The built-in dashboards take advantage of the customization options in headline insights and show comparisons of the key metrics with the previous period. By default, the KPIs compare the last 30 days with the previous 30 days. However, the comparison respects the dashboard filters so you can pick different timeframes and then the headlines compare the metric with that of the previous time frame.
16 Oct 2023
This release is focused on enhancing options for building custom insights and dashboards with a plethora of new visualizations that enable you to visualize your data in the best way possible for your case.
Transposing Pivot Tables
You can now transpose tables — switch rows for columns. You can show metrics on individual rows rather than columns. Transposing a table is useful when you have a low of metrics but very few possible values as scrolling vertically are in many cases more convenient.
Transposed table also enables to list of lot of metrics in a very compact space.
Column and Row Totals in Pivot Tables
We have expanded the functionality of table totals. You can now use aggregate functions for both columns or rows, i.e., both totals (showing the total sum of the whole column or row) and sub-totals (showing aggregates within individual attributes). For example, you can generate a column that shows the total sum of the values of individual rows.
Pyramid Charts and Funnel Charts
You can use Pyramid and Funnel Charts to show conversation rates from one stage to another. You can put multiple metrics that you want to show in the chart or choose an attribute to segment into individual segments in the charts.
Waterfall Chart
You can now build waterfall charts to see how individual numbers contribute to a total value. You can either use individual metrics or a single metric segmented by an attribute.
Dependency Wheel
The dependency wheel shows state transitions.
Sankey Diagram
Sankey diagram shows the same data as the dependency wheel. It is more useful for situations when the values in from and to buckets are different.
26 Sep 2023
In this release, we focused on fast navigation in the customer journey. You may have noticed that jumping between dashboards and customer journeys is now significantly faster.
Drill down to Turns and Reviews
You can now set up dashboards to drill to a turn or an engagement that was reviewed. This enables you to jump directly to the place within the Customer Journey that received any feedback from AI, customers, or people in your contact center. This is very useful when conversations and engagements in the customer journey are longer.
You can now jump directly to the spot where the customer sentiment changed, where the agent stopped following the company policy, and to many other interesting spots in the conversation.
Highlight the Current Position in the Customer Journey
Customer Journey now highlights the conversations in the summary where you scrolled in the detailed conversations pane. You can now better see the context of the conversation, what preceded it, and what followed.
Scroll to Selection
When you select an engagement or a turn and scroll away in the customer journey you can press a button to scroll back to selection. Now you can explore all the conversations without spending a few valuable moments to get back to where you were.
12 Sep 2023
This release focuses on improvements in Customer Journey that makes it easier to use and navigate longer customer journeys.
Searchlight Highlighting Long Response Times
Searchlight now highlights every turn that has a long response time and also shows a number of such turns in the summary.
Open Conversations in Their Source Platform
You can now open conversations in their source platform from Customer Journey. Engagements from Zendesk and Salesforce now have links that enable you to open them in the source platform. This is useful when you want to do any actions based on what you find in the customer journey or explore related information only available in the source platform.
Parallel Conversations
Our Customer Journey keeps all exchanges in a conversation together sorted by time so you can understand the customer experience and the natural flow of the conversation. In case another conversation with the customer starts while the customer is still engaged in the original conversation Customer Journey now shows that this is the case and gives you a link to jump to the beginning of the conversation.
This happens for example when a customer sends an email message regarding another topic while still engaged in a chat.
Agent Names in Customer Journey Overview
In case an engagement is not assigned to a queue Customer Journey now shows the name of the agent who handled the engagement. This helps to better visualize direct and outbound conversations.
31 Aug 2023
This release introduces the first features related to agile quality assurance.
Tag Engagements and Turns
You can now tag engagements and individual turns in Customer Journey. Use tags to provide feedback on potential improvements that can be made.
Tagging engagements and turns is our first step towards agile quality management.
24 Aug 2023
This release focuses on adding features to reporting with more options to customize reports and dashboards.
Drill Down from Attributes
In Dashboards you can now set up drill down from attributes. Previously only metrics could be used for drill downs. Drill downs from attributes enable you to have more options to look at the data from different perspectives. You can click on an Agent in a report to have an Agent score card or you can click on a queue in the same report to view statistics for that queue.
Option to Allow One Value in Filters
You can now restrict a filter to allow users to pick only a single value in dashboards. This is useful for building agent scorecards, dashboards focused on a single queue performance and similar dashboards.
Learn more in Custom Dashboards
Continuous Lines and Areas in Charts
You can choose to connect line and area chats even when there are missing values between data points. When you have sparse data this helps you to better understand relationships and trends.
Learn more in Insights
Rename Dashboard Filters
You can now rename filters on dashboards. If you use a different vocabulary from ours or you want to communicate a specific meaning of a filter in a dashboard you can rename it.
Learn more in Custom Dashboards
17 Aug 2023
Release focused on our infrastructure and processed so we can deploy and operate Salted CX in different regions easily.
EU Region
Salted CX infrastructure is now available in EU — Ireland. When you have an account in the Salted CX EU Region your data in our infrastructure does not leave the region. All storage and all processing happens within the EU.
19 Jun 2023
This release is focused on previewing dashboards on top of Zendesk email tickets and chats. Salted CX also supports and requires single sign-on for users.
Zendesk Integration
This feature is in Preview and its behavior is likely to change based on user feedback. The feature also may have lower availability and have more maintenance windows.
The integration with Zendesk extracts these data from Zendesk:
- Email tickets and chats including individual messages transformed into conversations, engagements, and turns
- Customer satisfaction transformed into Reviews
The following features are available for Zendesk integration:
- Built-in dashboard showing engagement volume and customer satisfaction
- A user interface to create custom dashboards, insights, and metrics
- Drill down from dashboards to individual Zendesk tickets to view the conversation content
- Data is updated every 15 minutes
Single Sign On
Salted CX supports single sign-on with identity providers that support either SAML or OIDC including but not limited to Okta and Google. Salted CX requires customers to use an identity provider for all users to align authentication in Salted CX with the company policy. All users are managed by our customers centrally in their identity provider.
Single Sign On currently supports:
- SAML authentication using an external identity provider.
- OIDC authentication using an external identity provider.
- Setting permissions for individual users by custom user attributes in an identity provider.