April Releases

Filter Sidekick Conversations by Channel

We’ve enhanced the QA experience by introducing a Channel filter for Conversations within the Sidekick Conversations page. 

New Calculated Field Available within Insight Builder

An additional field called Count of Billable Resolutions has been added to the Conversation Metrics Explore in Insight Builder. This field is the sum of Assisted Billable Conversations that were completed without a handoff and Conversations that Sidekick has automatically closed – known as No Response Auto Closed Conversations. Corresponding metrics that use Sidekick resolutions as an input have been updated to include the Conversations that Sidekick automatically closed. This impacts the following metrics:

• % of Resolutions per Assisted Conversations 

• % of Resolutions 

Please note that Insight Builder is an add-on feature.

Empowering Accessibility: Glad App Accessibility Updates For An Inclusive Experience

We continue to make Glad App more accessible for folks using screen readers. This means easier navigation, better labeling, and increased compatibility with assistive tech. We're also making sure everything lines up with the ADA, so the app is super user-friendly for everyone, no matter what. This week’s enhancements include:

• Preventing keyboard focus (the blue highlighted border around focused content) from highlighting Answer content. As per ADA guidance, only interactive elements in the Glad App are now keyboard-focusable.

• We updated the background color of the Glad App payment request status text, making the “completed” payment status easier to read.

The out-of-the-box styling and implementation of Glad App meets and complies with WCAG 2.1 standards.