New Theme available for the Quiq application

Date Released: 2023-03-16

A New Theme Enabled toggle button is now available in Admin > Agent UI > Agent Settings, disabled by default, that can be used to switch the display of the Quiq application from the legacy theme to a new theme that has an updated look and feel. Learn More

The legacy theme will be retired on 7/31/23 and Quiq will upgrade all sites to the new theme at that time. You can optionally enable the new theme with the New Theme Enabled toggle button before that date.

Affected Users: Administrator

New Date/Time Selector Improvements for Quiq Reports

Date Released: 2023-03-10

A new selector is now in place to pick date and time ranges when running Quiq Reports and downloading CSV exports. The look and feel of the selector has been updated so the relative options are on the left, and the calendar is on the right - and it now shows a two-month range rather than just a single month. The new selector offers additional relative options to easily select a date range of a time period of consistent length.

The new options are:

  • Last 24 Hours: From yesterday at this time, until now
  • Last 7 Days: From a week ago, through the end of yesterday
  • Last 30 Days: From 30 days ago, through the end of yesterday
  • Last 90 Days: From 90 days ago, through the end of yesterday

The previous options are still available.

Additionally, a timezone selector is now available in most locations where you can select a date range. This can be found in Quiq Reports, as well as in Admin when selecting date parameters in Usage, Downloading Bot Statistics and Exporting the Stop List for a Contact Point. When exporting a CSV file the date/times will now be returned in the selected timezone, or in local time when no timezone is selected.

Affected Users: Agent, Manager, Administrator

Ability to define an IP Address Whitelist for Bot Public API Keys

Date Released: 2023-03-09

A new API Key IP Whitelist section is available in the Admin > Bot editor, where you can define a list of IP Address ranges that are allowed to access the Quiq API's with any Public API Keys that are added for the selected Bot, for security purposes. An empty value for the Whitelist indicates that access is allowed from any IP Address, which is the default. The API Key IP Whitelist section is available on the Advanced tab in Quiq Bots, and on the main page for Custom Bots.

IP Addresses are required to be in the range of -, with a suffix value in the range 16 - 32. When a valid IP Address is entered, the Add (green checkmark) button becomes enabled, and when Add is selected the IP Address is added as a row to the field. Note that since there isn’t a top-level Save button in the editor, as soon as a valid IP Address is entered and Add is selected, that change is immediately saved. Multiple IP Addresses can be added, and IP Addresses added to a Bot affect every Public API Key associated with that Bot.

Once an IP Address is added, it can be removed by clicking on the X button next to it in the field. IP Addresses that are added can be edited by clicking on the value so that the edit form opens. When an address is removed or edited, those changes immediately take effect.

Once IP Addresses are added to the Whitelist for a Bot, they also display for all API Key(s) associated with that Bot in Admin > Security > Public API Keys, under a Whitelist field.

Affected Users: Administrator

Ability to submit a Quiq Support request from Admin > Contact Points to enable the Cobrowse feature

Date Released: 2023-02-23

A new Cobrowse tab is available within individual Contact Points that have Web Chat enabled, and the Default Configuration Values page in Admin > Contact Points. When Cobrowse hasn't been configured for your Quiq site yet, a form is available on the Cobrowse tab where you can submit a request to Quiq Support for enabling the Cobrowse feature in your tenant. Note that Cobrowse is supported in Conversation Starter Web Chat but not in legacy Web Chat, so if your organization would benefit from using Cobrowse and you're currently using legacy Web Chat, you can also discuss migrating to Conversation Starter when Quiq Support contacts you regarding Cobrowse.

After a request to enable Cobrowse is submitted, a confirmation email will be sent to the Email Address specified in the request form, and Quiq Support will be in contact with you to discuss the configuration process.

After Cobrowse has been configured in your Quiq tenant, the Cobrowse tab in Admin > Contact Points will display an Enable Cobrowse toggle button, that can be used to disable/enable Cobrowse for individual Contact Points or at the tenant-level in the Default Configuration Values page.

New "Staff Admin" User Permission

Date Released: 2023-02-10

A new Staff Admin permission is now available in the Permissions field in Admin > Users, which allows Quiq Admins to create a type of User who has all of the Quiq permissions that Managers have, plus they're able to perform certain staff management tasks, without giving them full Admin-level permissions for the Quiq Admin application. To assign the Staff Admin permission to a new or existing User, a Quiq Admin can either create a new User and select that new option in the Permissions field, or the Permissions field value for an existing User can be updated to the new option.

When a User with the Staff Admin permission logs into Quiq, they have access to the Reports tab, since they have all of the permissions that a Manager has, and they also have access to the Admin tab - but when the Admin tab is opened, only the Users and Roles pages are available.

In Admin > Users, Staff Admins can create new Users, and set all of the available fields for the new User, but the Permissions field menu only contains the Agent & Manager options - Staff Admins can't create a User with Staff Admin or Admin permissions.

Staff Admins can only update existing Agent & Manager-level Users, so if an Admin or other Staff Admin User is selected in Admin > Users, the Edit button is hidden, and the Soft Assignment Limit and Hard Assignment Limit fields are read-only. Staff Admins can also only select Reset Password, Disable User & Enable User, update the Profile picture, and delete Snippets for Agent & Manager-level Users. Staff Admins aren't allowed to remove 2 Factor Authentication for any User, so the Remove 2FA button is always hidden.

In Admin > Roles, Staff Admins can add/remove Agent & Manager-level Users from a Role, but they can't add/remove other Staff Admin or Admin Users, or Bots - so when the Edit button is selected for the Members list in a Role, other Staff Admin & Admin Users, and Bots, are disabled so they can’t be added or removed. If Select All is selected when editing a Role's Members list, only Agent and Manager-level Users are selected or unselected. Staff Admins can’t create new Roles, update the label for a Role, or configure Queues for a Role.

Updates to the display of the Quiq Login, Logout and Password Set/Reset pages (visual changes only, no functionality impact)

Date Released: 2023-03-06

The visual display of the Quiq Login, Logout and Password Set/Reset pages has been updated. These changes only affect the colors and style of the page content, there's no impact on the actual functionality.

Affected Users: Agent, Manager, Administrator

Agent Assignment

Date Released: 2023-02-01

A set of metrics are now available per Agent Assignment. A new event is written each time an agent is no longer assigned to a conversation: either because the assignment changed, or the conversation was no longer active. The assignment intervals provide information about each agent or bot who was assigned a conversation including metrics like the number of responses they sent, how long it was assigned, how long it took for a response to be sent after assignment, and the reason the assignment ended (closed by the agent, inactive by the system, transfer to another agent, etc.)

A CSV file of all of the agent assignments that ended during a timeframe can be downloaded from Reports > Historical Stats > Export Data > Agent Assignment. A new Conversation assignment ended event type is available in Reports > Insights when creating Funnels and Summary Cards as well.

More information can be found here

Billing Usage numbers available in Admin > 'Usage'

Date Released: 2023-01-19

Admin> Usage has been enhanced to provide additional details about usage related to billing. A new Overview tab is available in a format that is consistent with the contractual order form. Four sections are available:

  • Conversation Billing: Provides the number of billable units for some time period by conversation platform
  • Conversation Add-ons:Provides the number of conversations in which certain criteria was met that triggered additional billing units (e.g. bot-assisted)
  • Outbound Notifications:Provides the number of billable units for some time period by outbound notification platform.
  • Other Charges:Provides the number of other actions that are billable (e.g. surveys or payments).

The original data in Admin > 'Usage' is still available under the Trends tab. A date range that spans January 1, 2023 cannot be selected due to a change in the way Quiq records billing information. Intervals occurring entirely before, or entirely after, can still be selected for analysis as expected.

Affected Users: Administrator

Billing properties available in Report Insights

Date Released: 2023-01-10

Several new properties are available to provide details on usage billing in Report Insights. Note that this data is only available going forward - that is, only conversations that are closed after January 10, 2023 0:00 GMT will have these properties set. Constraints can be added on these properties when using the Conversation ended event in Funnel Step filters.

  • event.billingAddOnBotAssisted: The conversation included a bot agent, and also had an interaction with a human agent
  • event.billingAddOnBotNlpAssisted:The conversation included an NLP enabled bot, but also had an interaction with a human agent
  • event.billingAddOnBotNlpResolved:The conversation was resolved by an NLP enabled bot with no human agent interaction
  • event.billingAddOnBotResolved:The conversation was resolved by a bot with no human agent interaction
  • event.billingAddOnMessageTranslation:The conversation included message translation
  • event.billingAddOnProactiveAI The conversation started after a Proactive AI engagement
  • event.billingAddOnQuiqComposeLv1:The conversation included agent text accepted from Compose suggestions
  • event.calculatedConversationBillingUnitsThe billing units of the conversation

Affected Users: Administrator

Customer Insights

Date Released: 2022-12-15

A new Insights tab is now available in Reports. Insights provide a way to identify how customers interact with your organization by analyzing their activity.

Two sections are available: Summary and Funnels. The Summary view provides an overview of what you define to be your most relevant metrics by displaying them in a set of Sections and Cards. Funnels allow a visual representation that shows completion and drop-off between events. Both areas provide a means of drilling down to see conversation details and transcripts. Additionally, custom Segments can be defined and applied to view the Insights based on some defined set of data.

Only Administrator users can create and edit Cards and Sections in the Summary view, create and edit Funnels, and create new Segments. Manager users can view the Summary items and Funnels they've been granted access to, but cannot change what is defined.

Insight data is not available before May 1, 2022.

Affected Users: Manager, Administrator