Release Notes - April 2025 - Risk Signals, Agent Insights, Navigation, and Role Customization

Key highlights include:

• Machine Learning - Customer signals ontology settings now directly influence case score calculations.
• Machine Learning – Expansion, Renewal, and Churn Risk signals have been onboarded into the automation feedback loop and enhanced. These improvements were rolled out to customers earlier this month, independently of the 8.7 release.
• Virtual Queues have been added to the Agent Insights page.
• Introduced a way to hide Agent average sentiment scores on the Agent Insights page.
• On the KPI Metrics page, hover actions now include buttons to navigate to relevant Analytical pages and an icon to access the Settings page.
• Agent workspace pages can now be included in any custom role layout.

• When opening a Virtual team or Virtual organization on the left panel we see the individual agents linked to it. Next to those agents, we have an average sentiment score.

• Now, those scores can be hidden upon request to reduce confusion in their calculation metrics.

• Virtual and CRM queues have been added to the Agent Insights page to provide better visibility into the queues the agent is associated with.

• When editing the layout for a specific user role, the admin can now also enable pages from the Agent Workspace section.

• This should allow more flexibility for custom roles.

• The header of the Roles and Permissions table remains fixed while scrolling.

• When hovering over the KPI Metrics cards, the Settings button and a Go to <Relevant Analytical Page> option will appear.

• Clicking the Settings button opens the SLO Metrics page, where users can define the KPI criteria.

• The user can click the button at the bottom of the panel to navigate to the corresponding analytical page. 

KPI metrics panel

• Cases with Voice and/or Chat conversations now show the associated icons on the case cards.

 

• “New Cases Dropdown“ settings merged with “Show/Hide Custom Fields” settings and removed from the screen.

• The customer-specific ontology is now integrated into the case score calculations, and the signal settings have a direct impact on the case scores.

• With this change, the ML evaluation did not identify a significant difference in the score results, but rather a shift in the distribution of the calculations.

• No historical synchronization will be performed; however, any new

• The Expansion signal was updated, onboarded into the feedback loop automation, and released to all customers on March 25. Signal precision: 0.944 and recall: 0.629

• On April 7, Renewal and Churn Risk signals were updated, onboarded into the automation feedback loop, and released to all customers. 

• New Freshservice CRM write-backs enabled

• Supported auth type: Basic Auth

• Users can now provide feedback on Case Summary in Case iFrame - Response Assist. The user feedback will be used for fine-tuning the Case Summarization.