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time an agent is no longer assigned to a conversation: either because the assignment changed, or the conversation was no longer active.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

URL encode format function for Message Variables

Date Released: 2022-12-06

A new URL Encode formatting function is available when configuring Message Variables. This will encode special characters in the field such that when the field values are used as parameters to build a string that is a URL, the URL should function as expected when clicked.

Affected Users: Administrator

‘Image Height’ field now available for Cards - supported in Conversation Starter Web Chat, Google Messages, and RCS Business Messaging platforms

Date Released: 2022-12-01

A new Image Heigh field is now available when adding Cards to messages in the agent active conversation view, the Snippets editor, the Bot Designer, Conversation Rules, Start Conversations & Outbound Send Notifications

The Image Height setting is only supported in the Google Messages, RCS Business Messaging and Conversation Starter Web Chat platforms, so that new field is only available when defining the content for a Card on the Default tab, or on the Google Messages, RCS Business Messaging or Web Chat Platform Override tabs.

In the Card editor, the Image Height field is available under Show Advanced Options. The Image Height field value can be left blank or set to one of 3 options: Tall, Medium or Short. By default in the Card editor the Image Height field is blank, which means that the default height used by each of the platforms where it's supported will be used - Tall for Conversation Starter Web Chat, and Medium for Google Messages and RCS Business Messaging.

At run-time for Google Messages, RCS Business Messaging and Conversation Starter Web Chat customers, Card images will display with the specified Image Height, or the default height for that platform if no specific Image Height is set. In the agent’s conversation transcript view, Card images also display at the defined Image Height (regardless of the platform).

Affected Users: Agent, Manager, Administrator

Bot Session Field data now available in exported Bot statistics and Webhook data

Date Released: 2022-11-16

Bot Session Fields are now included when exporting Bot Statistics, and in the Bot Session Metrics Webhook data.

To distinguish a Bot Session Field from a Custom Field in the export file, a prefix of SF. is appended to the Bot Session Field name in the column header for that field.

*Example: If the Bot Session Field is "orderIntent", in the export file it shows as “SF.orderIntent”. Custom Fields will continue to work as they did before. When Bot Session Fields are removed from a bot, they will continue to be included in the export files created thereafter, regardless of the bot version chosen.

In the Bot Session Metrics Webhook, a new property “sessionFields” will show each Bot Session Field used in the conversation along with the applicable data, similar to Custom Fields.

The data for the Bot Session Fields will only be available for conversations occurring after this change is in place; no data will be presented for previous conversations.

Affected Users: Administrator