Table of Contents
- Support & Feedback Widget
- Supported Browsers Check
- Forced Login/Logout
- Windows File Transfer
- Improved 'Find a Customer' interface
- Updated interface for viewing Remote Control Recordings
- Updated Step 2 Messaging
- New Workflows
- Help Links on Workflows and Libraries pages
- Tasks and Actions appear as links on Libraries page
- Agent Scorecard
- Agent Comparison
Support & Feedback Widget
All areas of the Nexus Service Platform now include a “Support & Feedback” tab, located at the top of the screen. Clicking this tab opens the “Support & Feedback” widget, which provides users with the ability to submit support requests and product feedback, and to search for the knowledge base for existing help content.
Supported Browsers Check
On both the Nexus Register page and the Nexus Login page, users will be presented with a warning message if they are accessing that page with an unsupported browser.
If a user attempts to login to the Nexus Service Platform and the same account is already in use on either another device or another browser on the same device, they will be given the option to force logout the other user.
Windows File Transfer
When connected to a Windows device, users will now have the ability to upload files from the device to the Nexus Service Platform
To transfer a file, click the paperclip icon on the toolbar. This will open a dialog, from which the user can select a file for upload.
Improved ‘Find a Customer’ interface
When searching for an existing customer to add to a new session, hovering over a row in the results table highlights that row and the user can click anywhere in the row to select that customer (rather than having to click the icon on the left).
Updated interface for viewing Remote Control Recordings
The playback interface now includes the ability to pause/play the recording, jump forward or backward to a particular timestamp, and adjust the video to Fit-to-Screen or Full Resolution modes.
Updated Step 2 Messaging
For Windows and Mac (where Remote Control is available without workflow), if there are no published workflows in that category, Step 2 will display the message “There are no workflows published in this category.”
The following workflows have been created on the Nexus Service Platform, and will be automatically available on any tenants created after this release. These workflows will become available to existing tenants as part of an enhancement planned for a future release.
|Android®||Google Cloud Print for Android Devices|
|iOS||iPad Wireless Network Setup
Setup iCloud on iPhone or iPad
Use AirDrop to wirelessly share content
Using FaceTime on iPhone or iPad or iPod
|Mac||Set up a Wireless Printer for Mac
Setup iCloud for Mac
Mac Tune Up
|Other||Samsung Smart TV WiFi configuration|
Help Links on Workflows and Libraries pages
The Manage Workflows and Manage Libraries pages now have links to help content, accessible through buttons located to the right of the page title.
Tasks and Actions appear as links on Libraries page
Within the Manage Libraries page, users can edit Tasks and Actions by selecting them from the menu on the left of the visual designer. The tasks and actions in this menu now appear as links (rather than ‘draggable’ items).
The Agent Scorecard allows users to examine the weekly performance of individual agents.
To view the scorecard, users simply need to select an agent from the summarized list.
The Agent Comparison dashboard enables users to compare the performance of two teams or two agents over time. This type of visualization can be especially useful for evaluating the impact of a policy change or new training material, by comparing an “experimental” group against a “control” group”
To visualize a performance comparison, users need only click the ‘Teams’ or ‘Agents’ button, identify two teams or agents, and select a metric for comparison.
The Definitions dashboard serves as a quick reference guide, containing concise definitions of the most commonly used metrics in Nexus Analytics.
For a full list of metrics and more detailed definitions, users should still refer to the knowledge base article on Metrics, located here.