We're excited to announce updates on Agent Analytics. We are adding a new view that will help you monitor how agents are managing cases. You will be able to access the new view at app.hubtype.com/analytics/agents. If you prefer the previous version, you can always access it via the banner on top of the page.
If you want to know more about what each metrics means and how they are calculated, please refer to our glossary.
Flow Builder now allows only one user to edit a conversational experience at a time. If someone else is working on it, you’ll be notified and given the option to end their session.
Once the session has been ended, the other user will be informed.
We’ve introduced a new notification center in Flow Builder. Now, when you save your conversational experience, any content with errors will be highlighted with an orange icon, making it easier to spot issues. An additional orange icon will also appear as a button next to the save button, indicating that there are errors in the flow.
To open the errors list, click the error button in the top bar and they will be displayed. If any errors are due to missing Content IDs, you can easily generate them using AI.
We've improved the way of processing knowledge base sources. From now on, when you access a knowledge base and add a source, a modal will open in which you will have to define a title and upload a file in pdf, doc, xlsx or txt format.
Once you have everything ready and add the source, it will be included in the knowledge base list and will be ready to be used.
