RELEASE NOTES. CX Suite 18.1 Release

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1 RELEASE NOTES CX Suite 18.1 Release JUNE 2018

2 CONTENTS Release Overview...3 CX Suite...4 Left-Rail Navigation... 4 NPS with Predictive Drivers... 4 SSO Mobile Login... 5 Dashboard and Card Builder... 5 NPS 360 Dashboard... 6 CX Measurement...8 Modern Survey... 8 Feedback...9 Text Analytics...9 Multi-Source Dashboards... 9 Full-Year Data Analysis Filtering for Text Analytics Keywords Dashboard Keyword Manager Exclusion Export Data from Public API...11 User Management and Permissions Admin User Management Add Users Create Roles Assign Roles New User Profile Global Settings / Integrate...14 Provision API Credentials

3 RELEASE OVERVIEW CX SUITE The user interface has been redesigned to provide greater viewing area and more efficient navigation. There's a new NPS * 360 dashboard for qualifying models. Single Sign-On support has been added to the CX Suite Mobile application and a new feature, the Dashboard Builder, allows you to create your own dashboards. CX MEASUREMENT The survey has also been redesigned to provide a better experience for respondents. Data from NPS models with predictive drivers can now be analyzed in the same way as CSAT models with predictive elements. FEEDBACK Enhancements to the comma-separated values (CSV) download have eliminated the need for separate mapping files. Also, when downloading from the See Respondents page, filters are applied and added columns are included. TEXT ANALYTICS You can now select data from multiple sources to be included on the dashboards. The date range for data has been increased to 365 days and you can now filter out keywords that you feel add no value to your analysis. Also, Text Analytics data can now be exported from the Public API to a CSV file. USER MANAGEMENT A User Management section has been added to Global Settings to support self-serve administration of login access and permissions. Clients now have control over who in their organization has access to CX Suite and what tools, features, and functionality each user has permission to use based on roles the client develops. 3

4 CX SUITE LEFT-RAIL NAVIGATION The main navigation of CX Suite has been moved from the top of the screen to the left side, known as left rail navigation. This design change offers three benefits: First, there is a greater viewing area vertically for survey results, Feedback survey building, and Replay. Second, more features can be added to the main navigation, such as Global Settings and Leaderboard. This provides greater efficiency when accessing these main features. Third, the left rail can be collapsed or expanded as desired, so there is no loss of horizontal viewing space. See Using ForeSee CX Suite in the Getting Started section of the CX SUITE HELP CENTER for additional information on using the left-rail navigation feature. Known Issues: There are no known issues with this design change at this time. NPS WITH PREDICTIVE DRIVERS NPS with predictive drivers supports driver-based analysis and prioritization within a touchpoint, across channels, and across customer journeys. By applying a cause and-effect model, the CX Suite helps you evaluate the drivers for improving NPS. Now you can prioritize which CX initiatives will improve NPS with accuracy and efficiency. Existing ForeSee CX Measurement touchpoints can also have NPS as long as the Likely to Recommend question is present in the Outcomes/Future Behaviors. See the Metric for Drivers column of Available Touchpoint Models in the CX Suite Help Center for touchpoints with Net Promoter Scores. See NPS 360 Dashboard for information on viewing NPS data. Known Issues: There are no known issues with this design change at this time. 4

5 SSO MOBILE LOGIN Single Sign-On (SSO) is now enabled for CX Suite Mobile. As with the desktop version, the login screen requires the username only. The login system identifies SSO users and opens the app. For non-sso users, you are presented with a second page to enter your password. In our 17.3 release, we added SSO support to the desktop site, which has been well received. In keeping with the needs of our clients, we developed this enhancement to the mobile app as well. DASHBOARD AND CARD BUILDER In addition to our pre-configured Best Practices dashboards, you can now configure dashboards to meet your own needs. CX Suite offers a variety of cards to implement and configure as desired, including data sources, metrics, dimensions, date range, filters, and visual properties of your choosing. Each card can display data in either a graphical view or table view, both of which can be instantly exported. Many cards allow you to click on a specific data-point, which takes you to the View Responses or Overview section of that survey, where the data is filtered down to the selected segment. Every dashboard you have access to can be copied as your own to personalize as needed. With the new Dashboard Builder you can: Easily configure cards for all survey types. Drill down to View Responses or Overview section for that survey. Build cards to measure survey collection health. Available metrics include counts of survey invitations presented and accepted, and surveys presented and completed. Share with the organization or use for your own private analysis. Use existing dashboards as a starting point. Copy cards across or within dashboards. Export card images and dashboards to PowerPoint. Export table view to a CSV file. 5

6 Every client has unique needs when it comes to analyzing data. With the new Dashboard Builder, you can view your data on a dashboard that is customized to your specific needs. See Create a Dashboard in the Dashboards section of the CX Suite Help Center for additional information. Known Limitations: Sharing of dashboards is currently limited to either private (only creator can see) or public (shared to all client users). Card types that utilize impacts are not filterable and have a non-editable date range. NPS 360 DASHBOARD ForeSee CX Suite now supports NPS as the key metric to drive insights and enhance decision making. Net Promoter Scores are now presented on a new, customizable NPS 360 Dashboard. By default, the NPS 360 Dashboard consists of three cards displaying the Priorities Which Influence Your NPS, an NPS Priority Map for a graphical view on where each measure falls in level of concern, and the CX Journey to view NPS along each step of the customer journey. But this is only the default starting point. The new Dashboard and Card Builder functionality allows you to customize your view of NPS data. 6

7 NPS plugs into Dashboard and Card Builder The following screen exemplifies the use of the Dashboard and Card Builder to customize your NPS view in the same way you might choose to display CX Scores. In this example, the NPS CrossChannel Priorities card ranks each measure from all selected channels, starting with lowest-score:highest-impact ratio. The NPS Channel Trend card shows selected channel scores over a chosen date range. The Monthly NPS Segments card breaks down respondent scores by the three categories of NPS. The Contact Center Detractor Non-Accomplishers card offers a great example of how you can filter NPS data for actionable insights. This card consists of data from Detractors who did not achieve their primary reason for connecting with the Contact Center and shows n counts for each answer choice to identify where respondents are failing most often. Click on the Trend card to open the Card Builder and see NPS as an available metric. Known Issues: There are no known issues with this design change at this time. 7

8 CX MEASUREMENT MODERN SURVEY The survey experience has been completely rebuilt with a contemporary design. This new presentation of the CX Measurement survey offers the following features and functionality: Multi-page design Respondents are more likely to stay engaged when presented with a few questions at a time instead of a long, single list of questions. Auto-advance for single select questions Fewer clicks/touches means greater efficiency and less burden on the respondent. Progress bar Letting respondents know where they are in the process keeps them moving forward. Color customization Use your organization s color scheme for a custom look. Consolidation of question types By grouping scaled questions, open ends, etc., the consistency in each page layout offers a more favorable experience for respondents. We performed this update to meet the demand for modern looking, branded surveys that appear to be native to your website and to keep respondents engaged with a friendlier experience. Known Issues: Not all current survey functionality is present in this initial release of the Modern Survey. Please reach out to your account team to understand more around which surveys are in-scope, as well as what your survey would look like in the Modern format and any additional caveats that you should be aware of. 8

9 FEEDBACK The following enhancements have been made to the CSV download: There is no longer a need for a separate mapping file. Column headers now display the appropriate question text when the file is opened in a spreadsheet application like Excel. On the See Respondents page, the file now supports active filters and contains any added columns. This means that the file only contains those data points and respondents that are present based on your applied filters and added columns. This allows the CSV output file to be more targeted instead of containing all data points by default. You can now download a raw data file of just the information that is important to you and apply the data to your reporting framework. TEXT ANALYTICS MULTI-SOURCE DASHBOARDS Support for the selection of multiple data sources for Topics and Keywords Dashboards has been added in this release. You can now select multiple data sources and questions, such as a mix of CX Measurement, Feedback, and Custom Feeds, in both the Topics and Keywords dashboards. Many analysts like to see all open-end comments across measures in a single dashboard to get a high-level picture of trending topics and keywords. To meet this need, we ve added checkboxes to the Measures menu so that you can select multiple measures. Known Issues: Only date filters are supported for multiple data source selection. 9

10 FULL-YEAR DATA ANALYSIS CX Suite now offers the capability to analyze Text Analytics data for a full year (365 days) from multiple sources. With a full year of data and the ability to select multiple sources, you can compare topics, keywords, and comments Year Over Year (YoY) and Quarter Over Quarter (QoQ). FILTERING FOR TEXT ANALYTICS KEYWORDS DASHBOARD You can now apply filters on the Keywords dashboard using Text Analytics data, such as Sentiment and Topics. This feature is designed to help client analysts segment text data and isolate issues, which allows them to take a more direct approach to identify and correct chronic problem areas. Filtering also helps discover new emerging patterns faster and more efficiently. KEYWORD MANAGER EXCLUSION Administrative users may now exclude keywords from appearing in the Keyword Wordcloud and Top Keywords cards of the keywords dashboard. The Keyword Manager is located on the Apps tab of Global Settings. 10

11 Exclude certain keywords related to company or brand names, common to an industry, or that appear frequently in the keywords dashboard but offer no value to analysis. For example, a retail clothing company may choose to exclude clothes as it may be used frequently by respondents. See Text Analytics Settings in the Text Analytics section of the CX Suite Help Center. EXPORT DATA FROM PUBLIC API Text Analytics data may now be exported from the ForeSee Public API to a CSV file. This CSV file includes comments, sentiment, keywords, and topics. This supports the need to integrate Text Analytics data into the reporting/analysis frameworks of your organization. Known Issues: This export feature is available only through the ForeSee Public API. USER MANAGEMENT AND PERMISSIONS A User Management section has been added to the Setup tab in Global Settings. Each client must have a designated Administrative User, and only this user may access the User Management section. See the User Management subsection of Global Settings in the CX Suite Help Center for additional information and detailed instructions on these topics Admin User Management Add Users Create Roles Assign Roles New User Profile 11

12 ADMIN USER MANAGEMENT Your organization s Administrative User may perform the following: Enable/disable CXS Access Assign user role(s) View/edit basic user profile information View Single Sign-On enrollment View the date a user was added View a user s full access View API connectors View text enrollment status Send password recovery These features allow you to have near-full control of your organization s user access to the CX Suite. ADD USERS Your organization s Administrative User can give members of your organization login access to CX Suite. Clients previously relied on ForeSee to add users. This feature provides self-service management of your organization s users. CREATE ROLES Your organization s Administrative User can create roles that include any combination of the following user permissions: Feature Permissions Control access to individual applications, such as Feedback and Text Analytics, as well as features like data export and Replay download. Data Access Manage what data users can see based on a combination of Feedback site keys and survey touchpoints. Hierarchy Access Regulate what data users can see based on selected hierarchies, with respect to assigned hierarchy level and access rights. 12

13 Switching from user-based permissions managed by ForeSee to role-based permissions provides greater efficiency for the client. This feature provides self-service management of your organization s users. ASSIGN ROLES Your organization s Administrative User has the following options to assign a User Role, which is a standard set of permissions (see Create Roles): Assign a role to an individual user Bulk assign a role to all users Bulk assign to users dynamically based on hierarchy rules The ability to assign a role is needed to support the new role-based permission system. This feature provides self-service management of your organization s users. NEW USER PROFILE Users can manage their own User Profile, including the following: View/edit profile details Enroll for password recovery via text Change password View role(s) View permissions or full access View API connector(s) These features allow users to manage their own profile efficiently without the need to involve the Administrative User. 13

14 GLOBAL SETTINGS / INTEGRATE PROVISION API CREDENTIALS You can now create credentials for access to the ForeSee API using Data Connectors on the Integrate tab of Global Settings. This allows you to use the ForeSee API to access your CX Measure Data. Previously, this access required entering a Support ticket. Now you can obtain your own credentials within CX Suite. See Manage Data Connectors in the Global Settings section of the CX Suite Help Center for detailed instructions. ForeSee is a registered trademark of ForeSee Results, Inc. *Net Promoter, NPS, and the NPS-related emoticons are registered trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld. ABOUT FORESEE ForeSee is the pioneering leader in Voice of Customer (VOC) solutions. Armed with ForeSee CX Suite, more than 2,000 companies worldwide have transformed their VOC programs into a strategic business discipline that delivers economic impact Green Road, Suite 400 Ann Arbor, MI Tel: (800) hello@foresee.com