Spring Release '23 Overview Videos

Welcome to the Mindful Spring '23 release! Whether you're a new user or an existing client, there are many exciting new things to discover in this release. To help you get started, you'll find a collection of informative videos that showcase the enhancements and changes we've made. 

For existing Mindful clients (prior to Spring 2023):

• Explore the redesigned user interface in the Overview For Existing Mindful Clients.

For all clients:

• Dive into the powerful Insights Dashboards with several videos.
• Learn about the new Handoff section of the Mindful UI.
• Discover new API features, including Application Clients for enhanced authentication.
• Learn to use Mindful Datastore to manage user data.

Overview For Existing Mindful Clients

In Spring 2023, we have enhanced the user interface for greater ease of use and the inclusion of several Mindful services within the same environment. We've added some exciting new features and re-arranged a few familiar features throughout the UI.

Mindful Datastore Overview

Mindful Datastore provides a lightweight, user-friendly solution to retain context and apply it to an interaction later.

The New Application Clients Page

On the Application Clients page (API > Application Clients), you can generate unique Client IDs and Client Secrets that authenticate and establish connections between your applications and Mindful services.

New Reporting APIs

New API endpoints are available to request real-time Call Target metrics or historical reporting data.

Handoff Overview

Handoff provides a window into your messaging interactions with customers. Handoff includes both Blocklist and Message Lookup. Block List allows you to determine whether a customer has blocked your Organization's messaging handle from sending messages, and Message Lookup allows you to see information about your messaging exchanges.

Introduction to the Insights Dashboards

The Insights page contains many different dashboards to provide you with valuable data surrounding your implementation and usage of Mindful Callback.

Insights Callback Executive Summary Dashboard

The Callback Executive Summary dashboard displays callback statistics for all Call Targets in your Organization. Within this report, you can view the total number of callbacks offered to customers.

Insights Callback Performance Dashboard

The Callback Performance Dashboard, as the name implies, focuses on qualitative metrics of your Callback conversations. This includes talk and response time, as well as how some of these measures are impacted by certain behaviors within the Mindful environment.

Insights Callback Usage Dashboard

The Callback Usage Dashboard provides an overview of your Callback activity for a selected date range. The data on this dashboard allows you to see callback changes and trends over time.

Insights Messaging Usage Dashboard

The Messaging Usage Dashboard provides an overview of your Messaging activity for a selected date range, allowing you to see Messaging changes and trends over time.

Insights Conversation Overview Dashboard

The Conversation Overview Dashboard is meant to serve as a general look into your company's usage of your conversations over the period of your contract. This dashboard serves as a check-in on where your company may be in your contract period. It will allow you to determine if you are over or underusing your conversations.

Insights Audit Log Dashboard

The Audit Log Dashboard provides an overview of the updates, changes, or deletions that users within your organization or automated Smart Rules have made within the Mindful User Interface over a specified time period.