June 15, 2021 15:36

Sparkcentral release notes

June 2021

Many of our customers have enabled CSAT surveys (see Customer satisfaction in Sparkcentral) to measure the experiences of their customers after they have been in a conversation on social media or messaging channels.

The survey capability allows you to ask for a rating (on a scale of 1 through 5) and a follow-up question. You can now enable or disable the follow-up question per rating. For example, if you only want to ask for additional feedback for lower ratings, you can.

In this example, a follow-up question is being asked when the customer has responded with “Unsatisfied” to the survey.

In this example no follow-up question is being asked when the customer has responded with “Very satisfied” to the survey.

May 2021

Routing enhancements

We have added the following changes to our routing capabilities:

Agents can be part of multiple teams: From now on, you can add agents to multiple teams.
Conversations can only be assigned to one team: If a conversation can be assigned to multiple teams (based on topics or customer segments), it will now be visible to one team only. Agents can still manually re-route conversations to another team if needed.
New Team Overview report: We've added a new Team Overview report that provides an overview of all your teams and their metrics, such as handle times, CSAT scores, and message volumes. You can access the Team Overview report by selecting the Analytics tab, selecting Reports, and then selecting User/Team.

See messages for top tags

When looking at the top tags, you can find out what types of messages have been tagged by exporting all messages. You can also select the name of a tag in the Top Tags chart to browse through all messages that have been tagged.

Select the tag name to open a window that displays all messages with a particular tag.

Real-Time Insights: New metrics average handle time and customer satisfaction scores

Agents can use two new metrics in Real-Time Insights. To access these new metrics, go to Settings, and then select Real-Time Insights under Agent Workspace.

Avg. Handle Time: The average time that agents are spending in conversations.
Avg. CSAT Score: The average feedback score from customers who have filled out a CSAT survey, updated immediately.

Admins can show or hide all metrics for users by using the Show Insights to the Users toggle.

April 2021

Group agents in monitoring

In the Real-Time Agents monitoring dashboard, you can now define groups of agents you would like to monitor. Groups are available to all users who have access to real-time monitoring.

To access this feature:

On the Monitoring tab, select Agents under Real-Time.
Under Filters, expand the Select Agents list.
Select the +Group link, enter a group name, and select the agents you want to add under Members. You can also make changes to existing groups.

Navigate to any conversation

To find all conversations assigned to a specific agent, on the Monitoring tab, select Agents under Real-Time, and select the agent’s name. Then select the Conversation link to open the Conversations tab.

Current replying time

We have added a Currently Replying Time metric to the Current Status column in Real-Time Monitoring. This metric is the length of tine an agent has been working on a specific conversation.

When the agent moves to another conversation, the currently replying time is reset.

Sparkcentral by Hootsuite gets a fresh look! ✨

We joined Hootsuite in January, and now we're bringing the Hootsuite look and feel to our platform. We’re still the same, but with more space to grow.

What’s changed and what hasn’t

We’ve updated our logo, colors, and illustrations to streamline our design and work flow. We're committed to continuing to deliver the effortless experience and quality that you know and love.

What’s next

We don’t plan on slowing down any time soon! These design updates pave the way to continually build and innovate moving forward. Please continue to send us feedback on how we can make your job even easier.

March 2021

Goodbye Reports tab

We've removed the Reports tab from Sparkcentral. New and improved reporting is now available on the Analytics tab.

User Overview dashboard improvements

You can now see all messages sent or tagged by an agent. Select Analytics, then Reports, and then select User/Team. In the User Overview dashboard, in the Messages column, select Replies Sent or Tags Added to open a new window showing replies or tags.

Filtering on agents and groups

You can now filter the User Overview dashboard in two new ways:

Groups: You can create custom groups of agents and save these as a filter, under Agents.
Teams: If you are using teams, you can filter by team under Teams.

Maintenance release

We have scheduled a maintenance release on Thursday, March 11, 2021.

The updates in this release will not be noticeable or visible on your end. These updates are to prepare for new and upcoming features that we will be sharing more about soon!

February 2021

Real-time monitoring

We have added real-time monitoring to our platform. Real-time monitoring enables managers and supervisors to oversee and track agents’ conversations and performance, moment to moment. This can help you better understand the reality of your business and contact center operatiosn. When day-to-day functions are made more efficient, productivity will increase.

Here’s what you need to know about real-time monitoring:

Four dashboards (Agents, Teams, Channels, and Topics) provide insights on operational performance from different perspectives.
Only users with Supervisor access to channels can use these real-time dashboards.
The dashboards show both real-time metrics and 12-hour average metrics.
Real-time dashboards automatically refresh every 30 seconds.
You can use filters to optimize your view. Filter settings are saved even if you log out.

How to access real-time dashboards

Access real-time monitoring and all four dashboards by selecting the Monitoring tab. Only users with Supervisor roles can access these dashboards. Users see only the data for the channels they have supervisor rights for.

Filters

Use the FILTERS settings to focus only on data that is relevant to you. Your filter settings are saved even if you log out.

Auto refresh every 30 seconds

All real-time dashboard data automatically refreshes every 30 seconds. To stop the auto-refresh at any time, select Pause.

Real-Time Monitoring: Agents

In this dashboard, you'll find all agents who are currently logged on and have a status of Available or Away.

Note: Make sure you have Supervisor access for the channels you would like to monitor. See Create a Sparkcentral agent account for more information.

User: All users currently logged in. Select a user to view all owned conversations.
Current status: Current Available or Away status and time spent in the current status. If a user is currently working with a customer, Currently Replying is added to their status.
Owned conversations: The total number of conversations owned by each user, in New and Pending queues. Select the user's name to see all conversations in New and Pending.
Total availability: The availability for each user in the past 12 hours.
Conversations: The individual performance of each user in terms of resolved conversations, average handle time, and CSAT rating.
Utilization: The average utilization for each user in the past 12 hours.

Note: If multiple agents have been working on a conversation, the CSAT score is attributed to the agent who resolved the conversation.

Real-Time Monitoring: Teams

If you are using teams and skills-based routing, this dashboard provides insights across all of your teams.

Note: Make sure you have Supervisor access for the channels you would like to monitor. See Create a Sparkcentral agent account for more information.

Team: The team name.
Skills: The Topics and Customer Segments assigned to each team. Multiple teams can have the same Topics and Customer Segments.
Online members: The total number of users online per team and their current state.
Owned conversations: The number of conversations assigned to users on a team.
Unowned conversations: The number of conversations waiting to be assigned a user.
Conversations: Team performance over the past 12 hours in terms of resolved conversations, average handle time, and CSAT rating.

Real-Time Monitoring: Channels

In this dashboard, you'll find insights about all your channels and how they are currently managed by your team.

Note: Make sure you have Supervisor access for the channels you would like to monitor. See Create a Sparkcentral agent account for more information.

Channel: The channel name.
Owned conversations: The number of conversations assigned to users on a team.
Unowned conversations: The number of conversations waiting to be assigned a user.
SLA: Channel performance over the past 12 hours in terms of First Response Time, Conversation Response Time, and SLA.
Conversations: Channel performance over the past 12 hours in terms of average handle time and CSAT score.

Real-Time Monitoring: Topics

In this dashboard, you'll find insights about different topics and how they are handled by your team.

Note: Make sure you have Supervisor access for the channels you would like to monitor. See Create a Sparkcentral agent account for more information.

Topic: The topic name.
Owned conversations: The number of conversations with this topic assigned to users on a team.
Unowned conversations: The number of conversations with this topic waiting to be assigned a user.
Conversations: The number of conversations with this topic that have been resolved in the past 12 hours, average handle times, and CSAT score.

Note: If a conversation has multiple topics, it will show up multiple times in this dashboard.