05.04.20 – Release Notes V5.31

Features

New Portal Updates / Notes

    • Removed unused / non-working parts of the portal (styles, front door, tags)
    • Moved expert mode items into Expert Mode (beta) under configurations
    • Simplified training of AI intents into AI Management→Intent Map
    • Added Roles to users (Admin, Manager, Designer, Supervisor, Agent)
    • Updated default styling for new provider creation (Contact us to apply to your provider)

Essentials

    • Optimized essentials experiences (Smart Answers, Concierge, more coming soon)
    • All conversational AI training is now in Intent Map
    • FAQ is now Smart Answers Digital and combines directed and conversational FAQ functionality
    • Concierge has a streamlined flow and added new node types, notify, image prompt, template, and link
    • Simple deploy for Smart IVR access. Use the deploy option from the Experiences→manage screen

Expert Mode (beta)

    • Moved Expert level items under admin configuration

Platform

    • Instagram Support
    • Facebook Public (page) support
    • SMS in/out as a channel (Avaya, Nexmo)
    • Avaya EWC and CCMM connectors
    • New WhatsApp provider support for gupsup
    • Configuration of system controlled messages available in Admin->Configuration->Channels

Agent Client

    • Updated style options for new providers. (ask to convert existing providers)

Customer Client

    • Updated style options for new providers. (ask to convert existing providers)

Dashboard / Analytics

    • Performance improvements
    • Normalize metrics for session counting
    • Customer context API for customer history use in 3rd party agent desktops

Bug Fixes

    • Fix total handled in daily statistics page

Tips, FAQ, Q&A Item of the Release 

Several new items of note. Please review below the major changes for this release. Note, nothing has been lost, access has been changed. If you find you are unable to find what you need please reach out to us. 

New Roles Functionality

All previous administrator accounts on Koopid will function as Administrator accounts below. Agent functionality remains unchanged. The new role functionality enables the creator of a new user to specify a role for that user. Roles restrict access to specific functionality within the Koopid provider portal. Please see below for details on each role.

    • Administrator: Access to all tabs 
    • Manager: Access to Profile, Branding, Users, Dashboard, Statusboard and Configuration (Expert)  
    • Supervisor: Profile (ready only company info), Users (Readonly), Dashboard, Statusboard, Analytics, Extract 
    • Designer: Access to Profile (Readonly Company Information), Branding, Create, Manage, Media, Intent Maps, KB, Analytics, Extract, Expert Flows  

Old vs New 

The new Koopid portal has a simplified interface. We have removed unused functions and organized access for ease of use and simplicity. This section will help you map from previous functions to the new functions on the portal.

    • Create New Experiences 
        • The old way was to use ExperienceEssentials and press the New Experiences button. 
        • The new way is to use Experience→Create and press the type of Experience you want to create. 
    • Edit Experiences 
        • The old way was to use Experience→Essentials and hover on the item to edit. 
        • The old way was to use Experience→Bot and hover on the item to edit. 
        • The new way is to use Experience→Manage and hover over the item to edit. 
    • Deploy Experiences 
        • The old way was to use Access→Entry Tag and find your deploy target. 
        • The old way was to use Experience→Essentials and hover on the item to deploy. 
        • The old way was to use Experience→Bot and hover on the item to deploy. 
        • The new way is to use Experience→Manage and hover on the item to deploy. 
    • AI Conversational Training 
        • The old way was to use Experience→Workflow, select your workflow, and press the intent button. 
        • The new way is to use AI Management→Intent Map, select your intent map, select view, enter your training phrases. 
    • Text FAQ Items 
        • The old way was to use ExperienceQ&A, select a bot, enter intents and training phrases, enter your text only answer. 
        • The new way is to use Experience→Create, select Smart Answer Digital, create your experience, each answer will be mapped to a default intent. Once completed, go to AI Management→Intent Map, select your intent map and your Smart Answers experience, add training phrases for your new workflow intents that included text and actions. 
    • Smart IVR 
        • The old way was to use create a new Smart IVR Experience. 
        • The new way is to use Experience→Manage and select deploy on your experience. Then at the bottom there is a Smart IVR deploy option. Enter your details and you have your deflect URL.
    • Items That Moved 
        • All configurations, including channel configuration is now in Expert Mode under Admin→Configuration 
        • All branding and style is under Admin→Branding 
        • Access→* items are now available under Expert Mode→Configuration 
        • Access→Icons are now under Experience→Media 
        • Learning→* is now under AI Management* 
        • ExperienceQ&A is now under AI Management→Expert Q&A (beta) 
        • Experience→Agent View is now under Admin→Configuration→Agent View 
        • Experience→Workflow/Widgets has been removed 
    • Names That Changed 
        • Bot is now Intent Map 
        • FAQ is now Smart Answers Digital 
        • Q&A is now Smart Answers Digital 
        • Workflows are under Expert Flows 

 

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