Table of Contents
New Feature
- Nexus Tours
- iOS Remote Configuration
Product Enhancements
- Nexus Analytics: Agent Dashboard Enhancement
Nexus Tours
Users logging into the Nexus Service Platform for the very first time will be prompted to take a tour of the product.
Our first tour walks users through the process of creating a new session, establishing remote control to a device, and delivering service using a workflow.
Each step includes some information about how Nexus works and, where relevant, points at and highlights the area where the user needs to take action to move through the Tour.
iOS Remote Configuration
The Nexus Service Platform now supports remote configuration of iOS devices, including email account setup, WiFi Network configuration, and generic Push URL capability.
Connecting to an iOS Device
On a new session, or a new device on an existing session, select the iOS category and a workflow (note that you may need to create a new Workflow and add the relevant Workflow Tasks beforehand).
Then direct the customer to the connect page, either verbally, or by sending them a link (note that the customer does not need to install any apps).
Once the customer reaches the connect page, they only need to enter the connection code, check the box, and click Connect. This will bridge a connection between the iOS device and the Nexus Service Platform, through which the agent can chat with the customer.
Configure Email Account
On the Configure Email Account step of your Workflow, select POP or IMAP and then fill out the relevant account information. Then click Push Configuration.
This will send a request to the iOS device. The customer only needs to allow the configuration, and install the profile.
Configure WiFi
On the Configure WiFi step of your Workflow, enter a Network Name and Password, and select Security level. Then click Push Configuration.
This will send a request to the iOS device. The customer only needs to allow the configuration, and install the profile.
Push URL
This Workflow Step provides the ability to push URLs from a pre-configured set or any custom URL entered by the agent. In a future release, this capability will be moved to the Workflow View menu bar, to match the interface seen on Windows and Mac connections on the Nexus Service Platform.
When the agent clicks Push Configuration, the customer will be prompted to open the URL, which will open a new browser tab and go to that address.
Agent Dashboard Enhancement
The Agent Dashboard now allows users to toggle between Workflow Completion and Net Promoter Score as the metric on the vertical axis. On either setting, Average Handle Time is the metric on the horizontal axis, and Number of Sessions is represented by the size of the bubble.
