March 5, 2025

Unified Analytics

[EARLY ACCESS] Custom Boards and Creating Widgets using AI

The custom boards are currently in early access. Some features may change before the full release.

Please report any bugs you encounter. If you have any questions, please contact your Customer Success Manager.

In Unified Analytics, we are rolling out collaborative self-service boards with AI support.

What can you do?

Use the AI-powered widget wizard.
Create custom boards.
Collaborate on boards - share, save as views, export.

…and more!

Learn more:
Customizing Unified Analytics

[EARLY ACCESS] New Care Board: Case Management

The Case management board is currently in early access. We cannot guarantee data consistency during the early access period. Some features may change before the full release.

Please report any bugs you encounter. If you have any questions, please contact your Customer Success Manager.

In Unified Analytics, we added a new board under the Care module: Case management.

This board allows you to analyze various aspects related to Care cases: created/resolved/reopened/unresolved cases, case distribution by platform, priority, first response/resolution time, the number of one-touch cases, and many more. The board provides insights into overall workload and responsiveness as well as types of issues reported by customers, trends, and root causes of problems.

The board has the following tabs:

Volume allows you to get an overall view of your Care performance.
Backlog focuses on unresolved cases specifically.
Case processing allows you to get insights into how fast cases are being processed by agents.

Data availability

The data available on the Volume and Backlog tabs is based on the Care cases created on November 1, 2024, the earliest. Data about the cases created before November 1, 2024, is not available on these tabs.
The data available on the Case processing tab is based on the Care cases created on March 1, 2025, the earliest. Data about the cases created before March 1, 2025, is not available on this tab.

The underlying data may be subject to changes during the early access period.

Deprecation of the Case analysis board
With the introduction of the Case management board and its three tabs, the Case analysis board has become obsolete. The Case management board provides a more detailed and comprehensive analysis, making it a full replacement of the Case analysis board.

As a result, the Case analysis board will be discontinued and removed from Unified Analytics on June 30, 2025. We appreciate your understanding and apologize for any inconvenience.

Learn more:
Unified Analytics - List of Boards
Analyze Performance of Your Care Operations

Publisher

New Permission for Managing Posts: Create and Approve

You can now create a profile role that can create and approve posts in Publisher but cannot publish them.
To do so, use the new permission Create, Approve when setting up the Publisher section of the profile role.

Using the new permission can help you set up an approval flow where the approval and publishing steps for each post are separated and should be performed by two different users (one creating and approving a post, the other publishing it).

Learn more:
Profile Roles
How To Set Up Approval Flows

Live Commerce

Maintenance and bug fixes

Click to expand for details.

Android Live Advisor App
This release primarily ensures compatibility with Android 15 and includes maintenance updates. These changes do not directly impact users but enhance the app's stability and performance.

AGP Plugin Update: Updated the AGP plugin to support 16KB-ready devices
Android 15 Compatibility: Implemented necessary changes based on the latest Beta 3 (Platform Stability)
Gradle Upgrade: Upgraded Gradle and addressed breaking changes
Robolectric Upgrade: Updated Robolectric to a version compatible with Android 15
Edge-to-Edge Support: Applied required changes for improved edge-to-edge functionality
ChallengeJS Integration: Integrated ChallengeJS within the Clerk app
Call Metadata Display Fix: Resolved an issue where the Test Call Metadata screen was not displaying correctly, while it appeared fine on live calls
Android 15 WorkManager Issue: Investigated and addressed a critical issue where WorkManager appeared to be running out of time
Emoji Display Enhancement: Ensured proper display of emojis in Appointment titles, descriptions, and question fields

Server Updates
This release includes backend changes and security enhancements. The changes have no direct impact on users. Additionally, it addresses a few bug fixes to improve reporting accuracy.

Hazelcast Upgrade: Upgraded Hazelcast to version 5.4.0 for improved performance and stability
Corporate Notes Fix: Addressed an issue where the date and time of corporate notes were not correctly updated when shared during a call
Call Table End Time Fix: Corrected inappropriate end_time values in the call table, ensuring accurate talk time records in rep_call
Security Enhancement: Updated the security-info object with a new WAFUrl field

iOS Live Advisor App
This release includes security enhancements for the iOS Live Advisor app, along with bug fixes that impact users.

ChallengeJS Integration: Implemented ChallengeJS within the Clerk app to enhance authentication security
Improved Emoji Display: Fixed rendering of emojis in Appointment Titles, Descriptions, and Question Fields for a more consistent user experience
Fix for Blank Clerk Screen / Customer PIP Issue: Resolved an issue where the Clerk Screen or Customer Picture-in-Picture (PIP) appeared blank after connecting a call with customers using devices other than iPhone 13
Bug Fixes: Various bug fixes to enhance the overall performance and reliability of the app

Integration

CometChat Group Enhancement: Improved call handling by ensuring users leave the CometChat group before disconnecting the call or closing the dialog