June 11, 2025
Care
Set Up Business Hours for Users
We are excited to announce that Care now supports business hours for users.
If you operate across multiple time zones and teams with varying working hours, this is going to help you accurately track time-based operations and evaluate performance of your Care agents.
How does it work?
In addition to assigning business hours to profiles, you can now assign business hours to users - specifically, Care agents.
When analyzing efficiency of your Care agents in Unified Analytics (Care → Agents performance → Agent efficiency), you can then look at the data from three different angles:
Considering business hours of the profiles
Considering business hours of the users
Considering the calendar hours (24/7)
The same functionality is available on the Case processing tab of the Case management board.
Service level agreement (SLA)
If you are using SLA in Care, you can now configure your SLA policies to run during calendar hours (24/7), user business hours, or profile business hours. This allows you to define SLAs based on when your teams are actually working and gives the teams much clearer visibility into how they are performing during active working hours.
Analytics on individual SLA policies (Care → Service level agreement) - specifically, time-based metrics such as completion time, breached time, and achieved time, - dynamically reflect the configuration of operational hours of each SLA policy.
What about existing SLA policies?
Your existing SLA policies were migrated to the user business hours. Although no manual reconfiguration is required, we recommend that you review your SLA policies to ensure everything looks correct.
Legacy business hours
The section for configuring business hours in Settings → Care → Business hours was deprecated. Business hours are now managed from the Business hours section located directly under Settings.
What did not change?
Care widgets in Dashboard do not support business hours and remain unchanged.
Community widgets in Dashboard have supported profile business hours for a long time now, and this does not change either.
Learn more:
Set Up Business Hours for a Profile or a User
Use Unified Analytics to Analyze Performance of Your Care Operations
Unified Analytics
Treemap Visualization Changed to Word Cloud
In Unified Analytics, on the Listening boards, the widgets that were displayed as treemaps are now displayed as word clouds.
Only the visualization type changed. The data and metrics behind the widgets remain intact.
Unified Analytics and API
Instagram Shares for Non-reel Content
We are expanding analytical options for shares to all other types of Instagram content - posts and stories.
The share metric has already been made available for Content and custom metrics, and now it is newly available in Unified Analytics and the API.
In Unified Analytics, the new metric is available on the Content performance board under Social profiles -> Instagram, in the following widgets:
Total shares (value widget)
Shares by media type (bar chart)
Shares by content type (bar chart)
The underlying metric is an insight metric (does not work on public profiles).
Historical data for stories cannot be backfilled.
Publisher
Publishing Documents to LinkedIn
You can now Schedule and Publish documents for LinkedIn. When you have a LinkedIn profile selected and upload a supported document type to your post, Publisher automatically selects the Document post type for you.
After you upload your document, you can edit the title that will appear on LinkedIn after you publish the post.
The document preview gives you a sneak peek of the first page of your document, and in the case of PDF files, the number of pages in your document.
Learn more:
LinkedIn Publishing
Create, Schedule, and Preview a Post
Content Options in Publisher
Ratings & Reviews
Content Report Updates
In Analyze → Content Reports → Run a report → Content Type → Reviews, we added a column for product virtual parent codes (VPC) to the following reports:
Content Detail
Products with Most Content Created
Open Product Catalog View from Reviews Moderation
In Moderate → Reviews, Emplifi Ratings & Reviews users with the Manager role can now open the product-detail panel for a product by clicking the magnifying glass icon next to the SKU (Open Catalog View).
Opening the catalog view does not navigate you away from the moderation screen, so you can easily resume your moderation activities.
Learn more:
Emplifi Ratings & Reviews Product Search
Moderate Reviews
Changes to Collected Content for Review Incentives
The View collected content button for Review Incentives now opens to Moderate → Reviews → All with the appropriate campaign incentive filter selected. This change allows you to immediately take moderation actions on the reviews associated with your campaign instead of having to find the reviews again in moderation.
Previously, all of the reviews for a campaign appeared within the Review Incentives section of the portal, but it was not possible to moderate them.
Learn more:
Monitoring Campaigns
Moderate Reviews
Copy VPC and Bundle Items Table from Product Details
You can now copy to your clipboard a tab-delimited version of the table of VPC group items or Bundle items from the Product Details panel in Product Search. You can easily paste the table into your favorite spreadsheet editor or even paste the contents to a text editor and save it as a .tsv file.
Learn more:
Emplifi Ratings & Reviews Product Search
Bot
X (formerly Twitter) Endpoint Update and Removal of Legacy Feature
This release includes:
An update to the media endpoint for X (formerly Twitter)
Due to X sunsetting their version 1.1 endpoint and migrating to version 2.0, Bot was migrated to version 2.0.Removal of the discoveryInfo legacy feature
The discoveryInfo legacy feature used with Web messengers is being removed due to low usage and potential website scripting issues that can be caused in a minority of cases when used.
Learn more:
Emplifi Bot