1. Conversational View:
The new Conversational View in Konnect Insights significantly improves ticket management and provides deeper customer insights, offering a more streamlined experience for support teams. This feature has the potential to reduce the time spent managing each individual ticket, helping support teams respond more efficiently. When a customer shares the same contact details across multiple social media platforms, the Conversational View automatically consolidates and displays all their associated handles in one place. This ensures that support agents have a comprehensive view of the customer’s interactions across various channels, enabling faster resolutions and a more personalized response.
Messages: View both public and private messages from the same customer.
Conversation History: Review the full conversation history with that customer.
User Analytics: Access analytical insights about the customer.
User Journey: See the interactions between the customer and the brand over time.
User Notes: View notes left by agents regarding the customer.
Commenter Type: Identify if the customer is a politician, doctor, entrepreneur, lawyer, etc.
Ticket Activities: Track all actions and updates related to the specific ticket.
2. Omni-Channel Setup
The Omni Channel feature in Konnect Insights, previously known as Social Profile, has been enhanced with an updated design and improved functionality. This evolution brings a more unified and effective way to manage online interactions across multiple channels.
Social Media
Add and manage popular social media platforms such as:
- X (formerly Twitter)
- And other major social networks
Calls
- With these integration features in Konnect Insights, you can seamlessly connect external calling services to enable direct communication with customers right from the platform. This integration helps streamline interactions, allowing support teams to manage calls and tickets in one unified space, enhancing productivity and response times.
- Connect your email accounts from:
- Gmail
- Microsoft
BYOC (Bring Your Own Channel)
- BYOC (Bring Your Own Channel) feature, you can integrate external calling services, QR code feedback, website form data and much more giving you the flexibility to manage customer communication directly from Konnect Insights. This ensures a more efficient, centralized way of handling all customer interactions.
- Add your WhatsApp number for quick and seamless interaction with customers
Live Chat
- Utilize live chat with customizable chatbots to engage visitors instantly.
3. Quick Report Download: Fast and Easy Reports
The Quick Report Download feature in Konnect Insights makes reporting faster and more efficient by allowing you to generate concise reports with just a few clicks. This feature is ideal for users needing a quick overview of daily or weekly data, providing a snapshot of essential metrics to facilitate rapid analysis.
Focusing only on key data points, the Quick Report Download feature omits Turnaround Time (TAT) columns, creating a lighter report that’s faster to access and review. By narrowing down the data to essential metrics, it helps you get straight to the insights you need without the distraction of less relevant details. Perfect for regular check-ins, this feature ensures you have quick, actionable insights at your fingertips.
How to Download a Quick Report:
- In the Template dropdown, select Quick Report Download.
- Apply any extra filters you need, then click Prepare Download.
4. Download Customization: Create Custom Templates for Ticket and Message Reports
With this feature, you can create personalized report templates for ticket and message dumps, choosing specific headers for a more focused report and even renaming them as needed.
Benefits:
- Customizable Headers: Select only the headers you need, ensuring downloaded reports show only the most relevant data.
- Saved Templates: Access your saved custom templates easily from the Templates dropdown for quick, repeated use.
Navigation to Create a New Custom Template:
- Click on the “Create Template” hyperlink near the template filter
- Select “Create New Template”
5. Escalate via Email: You can now add a Signature when using “escalate via email”
You can now add your signature when using the “Escalate via Email” feature, allowing you to send customer conversations to internal teams for investigation with a personalized touch.
Navigation:
To Use Escalate via Email with Signature:
Click on the email icon labeled “Escalate via Email.”
Choose the internal email IDs for escalation, draft your message, and add your signature before submitting.
To Set Up Your Signature:
Click on your Profile Icon at the top right.
Select Email Settings to configure and save your signature for future escalations.
6. Conversation History Download: Easily Access Customer Interaction Records
You now have the option to download the conversation history of any specific customer, allowing for seamless record-keeping to support compliance, audits, or quality checks.
Use Case Example: When a customer raises a complaint, support teams can provide a complete record of the conversation as documentation of the assistance provided, ensuring transparency and accountability.
Navigation:
- Click on the customer’s username whose conversation history you want to download.
- Select Conversation History and press Download.
7. User Journey: Arrange in Ascending or Descending Order
The User Journey feature enables you to review the entire history of interactions between a customer and your brand, along with actions taken by your team, all in one place.
Key Features:
- Sort Order: Easily toggle between ascending and descending order to view conversations in the sequence you prefer.
- Time Filters: Choose to display conversations from the last 30, 60, or 180 days, allowing for flexible insights based on recent or extended customer interactions.
Benefits: This feature supports efficient follow-ups and quality checks by offering a complete overview of customer interactions and team responses. It enhances understanding of the customer journey, helping you make informed decisions for better support and analysis.
Navigation:
- Click on the customer’s username whose journey you want to review.
- Select User Journey.
8. Ticket Settings: Reopening WIP Tickets
You can now set Work-in-Progress (WIP) tickets to automatically reopen.
How It Works:
When a ticket is marked as “Work in Progress,” it will automatically reopen upon receiving a reply from the customer, ensuring no responses go unnoticed.
Navigation:
To Enable WIP to Reopen:
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9. Draft Message Template: Download Sample Template and Upload Templates in Bulk
Draft Message Templates feature now includes support for bulk uploading, allowing you to manage canned responses efficiently.
Navigation:
To Download the Sample Template:
Under Import Template, click Download Sample Template.
To Upload Templates in Bulk:
CHART PREVIEW:
Navigation:
Under Import Template, click Upload Template
10. Alert: Option to add email IDs at BCC
In addition to adding email addresses for receiving alerts, you can now add email IDs as BCC recipients, allowing alerts to be sent discreetly to additional stakeholders.
Benefits:
Add email addresses as BCC recipients, ensuring key team members are included in alerts without displaying their addresses to others.
Maintain privacy and improve communication by adding relevant team members or departments as BCC on important alerts.
Navigation:
To Set Up BCC Recipients for Alerts:
- Click on your profile icon at the top right
- Go to Configure Alerts
- Scroll down to Alert Details
- Add email IDs under the “BCC” field and click SAVE.
11. All Apps : Viber Message
Integrate Viber with Konnect Insights, enabling seamless monitoring of conversations from the Viber messaging and calling app.
Benefits:
Viber conversations appear directly in Konnect Insights, allowing for streamlined ticket management and response.
Navigation to Integrate Viber:
- Search for Viber
- Click Connect, enter the required details, and submit.
12. Social Analytics Instagram: Content Tags added in “Posts Tagged/Mentioned In”
You can now add content tags to Instagram posts where your brand is tagged or mentioned, making it easier to categorize and analyze these posts by campaigns and content types.
Benefits of Content Tagging:
- Focused Analysis: Analyze tagged content based on categories, giving you a clearer view of what resonates with your audience.
Navigation:
- 1) To Access the Tag and Mention Post Insights Chart:
Navigation:
- 2) To Add this Chart to Your Dashboard:
Navigation:
13. Publish: Twitter (X) premium accounts can now publish up to 25000 characters
Twitter (X) Premium account users can now post content with a character limit of up to 25,000, a significant increase from the previous 280-character limit.
Benefits:
Long-Form Content Capability: Post comprehensive updates, stories, or reports in a single tweet, eliminating the need for multiple posts.
Enhanced Communication: Share detailed content such as case studies, announcements, or narratives, all in one place for easy reading.
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14. Survey: Customize the Thank You Page
You can now fully customize the thank you page displayed after a customer submits a survey, allowing greater flexibility and alignment with your brand.
Features:
- Feedback Submit Text: Set a custom message to be displayed to customers upon submitting feedback.
Navigation:
- Go to Survey.
- Click Create New Survey.
Select the radio button labeled Redirect to Custom Page.
15.Dashboard Update: Enhanced Filters for Share of Voice
The dashboard in Konnect Insights now includes additional filters to provide a more customizable and insightful view for Share of Voice analytics. Simply apply filters based on classifications, additional info, and custom fields to shape your Share of Voice view. These filters will now be visible directly on your dashboard, allowing for quick adjustments to display the most relevant and impactful insights.
Navigation:
- Go to Dashboard.
- Scroll down to Dashboard Filters.
- Select the filters you need—Classifications, Additional Info Field, or Custom Info Field—for a more focused view.
16. Quality Assessment:
The Quality Assessment feature allows you to evaluate agent performance, track coaching, and conduct thorough quality checks to maintain standards and drive improvement. It’s structured to help Quality Assessors, Agents, and Supervisors track progress and identify training needs.
What’s Included?
- Configure Quality Assessment and Coaching forms to evaluate ticket quality and offer structured feedback.
- Agents can view coaching feedback shared by quality evaluators, with an option to accept or reject feedback.
- Supervisors have a dedicated view to monitor assessments and coaching provided for their team members, ensuring better team support and performance tracking.
Example Scenario:
- An Agent handles a customer issue but misses an important step in the resolution process. After completing the ticket, a Quality Assessor reviews the interaction and scores it lower for adherence to company policies. The Assessor provides detailed feedback, recommending additional training on the policy. The Agent receives the feedback, accepts it, and begins the training. A Supervisor monitors the progress and notes improvement over the next few months, ensuring consistent performance.
This use case outlines how the Quality Assessment feature can be utilized to evaluate agent performance, provide structured feedback, and track coaching, ensuring continuous improvement in customer service standards.
1. CONFIGURATION
Navigation:
In Configuration, you can create both “Evaluation Forms” and “Coaching Forms”, and define tags to categorize assessments.
Configuration Steps:
Evaluation Form
- Click “Create Form” and name your form.
- Choose a user group (created via Settings > User > Add User Group).
- Set “Due in Day” for action response, or auto-acceptance.
- Define categories, criteria, weightage, and response type (Input, Scale, Scale with text, or Auto Scale).
- Click “Save” to finalize.
Coaching Form
- Name the form and add specific categories and criteria.
- Complete any descriptions or notes to guide feedback.
- Click “Save” to apply.
2. ASSESSMENT
Navigation:
The Assessment section allows Quality Assessors to review tickets and evaluate agent responses.
Steps to Start Assessment:
- Filter tickets by agent, date, TAT, and more.
- Click “Start Assessment” to review the conversation and actions.
- Select the appropriate evaluation form, Supervisor, Select tag (If required), score by criteria, and add feedback.
- Click Submit to save the assessment.
Once the assessment is completed, Agents receive automated notifications and emails when new evaluations are assigned.
Evaluation Feedback Response
All the respective Quality Assessors can review agent responses to feedback sent by them and refine evaluations.
Key Filters:
– Agent Name, Response Status, Date Range, Score
Columns in Feedback Table:
– Ticket ID, Score, Agent Name, Date, Response Status, etc.
Actions include viewing/editing evaluations and accessing the **One Ticket View**.
Agent-Wise Coaching View
Navigation:
Monitor coaching progress with agent-specific views, showing ticket counts, average scores, and recommended coaching forms.
Key Filters for Coaching:
– Agent Name, Date, Average Score
Actions include adding coaching and viewing prior sessions.
Assign Coaching
Assign coaching by selecting agents, completing forms, and noting reasons for coaching.
3. FEEDBACK
Agents can access evaluations and coaching in two views:
Evaluation Feedback: See feedback details and respond if required.
Agents can view all evaluations, check scores, and respond. If feedback is inaccurate, agents can submit remarks upon rejection.
Key Filters:
Admin Name, Response Status, Date Range, Score
Coaching Feedback: Review coaching requests based on date and form type.
Agents can view all coachings, check coaching needs, and respond. If feedback is inaccurate, agents can submit remarks upon rejection.
- 4. SUPERVISION
In this section, supervisors can access all feedback rejected by agents and all coaching forms completed by evaluators.
- 5. All Evaluations
In this section, all evaluations conducted for agents by quality assessors are visible to anyone with admin or super admin access.
- 6. Assessment Reports
Navigation:
- Quality Assessment Reports provide insights into Quality Evaluator performance and the quality of agents’ work.
- We hope these updates bring added value to your daily operations. For any questions or assistance with these new features, please don’t hesitate to reach out to our support team at support@konnectinsights.com.
