Product Updates

Five ‘Inbox’ reports have been added to the ‘Reports’ section of the Analytics console. These are especially useful in combination with the ‘Inbox dashboard’ feature, which was released last year, and which allows for an account administrator or account designer to define a dashboard to be displayed when a user navigates to their inbox in […]

Xurrent AI is now powering a ‘Sentiment’ indicator for the requestor at the individual request level. The conversation within a request is passed to our Amazon Bedrock LLM and we ask ‘What’s the sentiment of this request.’ As more notes are added the sentiment will re-calculate providing a trending indication. This feature when enabled will […]

It was already possible to create notification schemes for SLA breaches of resolution targets, and relate these to specific request categories and impacts within a service offering. Now it is also possible to relate an SLA notification scheme to response targets. This enables an organization to inform certain people when a response target is about […]

Until now, only dashboards consisting of reports of request and affected SLA data could be shared with customer representatives (and key users) on Xurrent Self Service. One specific report has now been added to those. The SLA Availability report shows the monthly availability in percentage for each of the SLAs of the account. It is […]

Account designers and administrators can now add dynamic filters to custom-suggest fields in UI extensions created with the UI extension Designer. These filters can be used to filter on the ‘Requested for’ and the ‘Site of requested for’ in UI extensions of the category Request Template. After the custom-suggest field is added, a filter option […]

Reports in Xurrent over data that is grouped by a selected property can be configured to show only the top 3 (or other number) of records with that property. For example, the ‘Completed Requests by Site’ report can be grouped by ‘Category’, showing only the requests with the three most occurring categories within those sites. […]

Earlier this year, Self Service v2 was introduced, which gave organizations more flexibility and control over their self-service homepage and other elements, such as the navigation, header and footer. Since then, several enhancements have been delivered, adding a similar level of flexibility to the subpages. These include customizing the font, background color and image, dark […]

When an end user in Xurrent Self Service reads a knowledge article and gives feedback after pressing the thumbs down button, or when a specialist gives feedback on a knowledge article from the Specialist Interface, a request is registered to improve that knowledge article. The first note of that request contains a link to the […]