Product Updates: April 2016
[Estimated read time: 5 minutes]
Issue Details Added to 9UX
Issue Details categories are used to store further information for an issue on a case. An issue allows you to define specific issues that a customer may have had. The Issue Detail record allows you to enter further information such as when and where something occurred and any other items that may have reacted with your company’s product. Like other codes, you can create rules around what Issue Detail information is mandatory or important. Multiple Issue Detail records can be added to an Issue.
As shown in the image above, Issue Detail records can be added or deleted from the related Issue. Reports can then be run for the various inputs on an Issue Detail record.
Astute can assist you in defining your business process and workflow to find out if leveraging Issue Detail records would benefit your business.
Agent Reports in New UX
The following reports will be available in the new 9.5 UX in May:
Regional Data Strategy
For certain globally disperse organizations, the ability for ePowerCenter to manage data storage is important to understand.
Astute has improved our approach for housing data in locations local to international user groups. This new approach allows companies to deploy ePowerCenter over multiple regions with each region having its own database. We will have a centralized database through which all setup and configurations are performed, and to which all Case data is consolidated for reporting purposes. This approach allows each region to identify which data should remain within the local database (e.g. PII data), and which data can be centralized (e.g. Case or Product data). An overview of this approach is shown in the diagram below:
We currently leverage the Amazon Web Services cloud which includes the following regions:
- US West (Oregon)
- US West (N. California)
- EU (Ireland)
- EU (Frankfurt)
- Asia Pacific (Singapore)
- Asia Pacific (Tokyo)
- Asia Pacific (Sydney)
- Asia Pacific (Seoul)
- South America (São Paulo)
Triggers now allow Administrators to create terms that will be used for escalation/routing. Admins can edit the trigger terms in one location across the entire company and it will take affect for every routing rule. This provides you less time spent managing rules and not having to contact managed services to get it done.
Facebook Page Reviews
This new feature allows for a brands Facebook page reviews to be added to Astute Social. This means you can aggregate review comments with other social data, track star ratings on the page and use this information for escalation and to respond to users’ reviews for resolution.
Page reviews are only found on certain pages, generally pages that correspond to a location like a restaurant. These reviews can be added to a specific stream via the Feeds page within the stream editor under Facebook Reviews. An example can be seen below:
Categories have been a core function of Astute Social for a long period of time. Categories are a way for you to group streams (brands or topics) under one parent category for aggregated analysis. If you want to see data on ten streams at once putting them into a category is the way to do it. In addition, it is a method of segmenting and visually finding streams for large implementations as categories can also be nested in a multi-level parent child fashion. See below for an example tree:
The new category editor allows administrators to manage their own categories rather than rely on their managed service team to do so for them. The ability to add streams and categories to other parent categories as well as administer user access to each category is now available through the Company Settings options in Astute Social.
Stay tuned for our exciting announcement about the release of command center for Astute Social. By tracking elements like sentiment, gender, age, topics, geography, media, and reach we can give the command center a quick view of what is going on in social at that moment. Here’s a sneak peek: