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Mindful Feedback Release Notes
  • 14 Dec 2023
  • 12 Minutes to read
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Mindful Feedback Release Notes

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Article Summary

Read about the latest system updates, feature enhancements, and new features in Mindful Feedback.


November 21, 2023

New Features, Major Changes, and Fixed Issues

  • You can now optionally include a link to a voice recording in the Interaction Details for voice surveys. When enabled, the recording link will replace the text transcription that appears by default. To enable recording links, contact the Support team.
  • Helper text on some charts on the Dashboard page have been updated for clarity. Charts that included the phrase "Surveys scheduled or completed in the date range" will now simply state "Surveys completed in the date range". This more accurately reflects the data included in the charts.
  • The Feedback UI now links to our new Support portal. Clicking Contact Support under the Help heading in the sidebar menu will now open help.medallia.com, where you can submit new support requests and check on the progress of your ongoing and historical requests.
  • Personal Identifiable Information (PII) detection will now occur before post-survey wrap-up triggers.
    • Previously, if a survey included wrap-up triggers, which are activated after a survey is completed, PII could be sent in any Post to URL events that were configured for the trigger. Now, Feedback will detect and remove PII before such events are processed.
  • Long custom attributes will no longer overflow the Interaction Details modal window.
    • Previously, a very long text value for a custom attribute would overflow the window. Now, the text will remain within the window, and a horizontal scroll bar will appear.

September 20, 2023

New Features, Major Changes, and Fixed Issues

  • MFF-689 - We have upgraded the Mindful Feedback serverless functions for Twilio to use Node v16, resolving an issue preventing the installation of the Mindful Feedback Twilio Flex integration.
  • MFF-678 - We have resolved an issue with the Genesys Web Chat survey demo to ensure that the survey offer banner remains visible when the customer's browser is resized.
  • MFF-681 - We have modified the z-index of the Genesys Web Chat survey offer banner to ensure that the survey offer banner is presented above other elements on the web page.

Version 2.0.17

Release date: June 7, 2023

New Features, Major Changes, and Fixed Issues

New features icon
  • We now support native integration with Zendesk.
  • We have added the ability to archive and restore surveys.
  • We now support configurable data retention periods per customer account. This lets customers hold data in Mindful Feedback for a specified time period (for example, 365 days). Please contact Mindful Support to enable this feature.
  • We have added a Reviewed By column to the Interaction Detail Report, along with the ability to filter the report by Reviewed By.
  • We have added additional attributes that can be pulled from Genesys Cloud, including:
    • timeOnHold: Total time the caller was on hold during an agent interaction
    • holdCount: Number of times the caller was placed on hold
    • genesysCloudConversationLink: Web link to the Genesys Cloud conversation view
    • contactChannel: Channel used to contact the center (Chat, Voice, Email)
    • principalAgentID: Agent ID of the agent with the longest interact time
    • principalAgentEmail: Email of agent with the longest interact time
    • principalAgentDepartment: Department of agent with the longest interact time
    • principalAgentLocation: Location of agent with the longest interact time
    • principalAgentManagerName: Manager's name of agent with the longest interact time
    • principalAgentManagerEmail: Manager's email of agent with the longest interact time
    • principalAgentHireDate: Hire date of agent with the longest interact time
    • principalAgentDaysHired: Number of days the agent with the longest interact time has been employed
    • principalAgentTenure: Tenure group of the agent with the longest interact time (for example, 91 days - 180 days)

Version 2.0.16

Release date: May 11, 2023

New Features, Major Changes, and Fixed Issues

New features icon
  • We have a new Genesys Cloud Gamification Integration! This lets clients include Feedback's survey results in their Genesys Cloud gamification. The native Genesys Cloud gamification allows agents to score points by reducing their handle time or after-call work, and now they can also earn points by having a higher average survey score from Mindful Feedback. Clients can configure it so that their agents get a certain number of points each day for a perfect score, and it scales down from there.
  • The survey completion time is now included in the list of available survey variables. This is useful for passing the completion time to third-party services in post-survey triggers etc.
  • We have implemented database query optimizations.

Version 2.0.15

Release date: March 19, 2023

New Features, Major Changes, and Fixed Issues

Updated features icon
  • Text-to-speech in survey questions has been improved, with support for more languages.
  • Mindful Feedback can now be installed through Genesys Cloud Sau Paulo and Genesys Cloud Mumbai.

Version 2.0.14

Release date: February 9, 2023

New Features, Major Changes, and Fixed Issues

Fixed issues icon

An issue related to telephony surveys was fixed.

Version: 2.0.13

Release date: December 14, 2022

New Features, Major Changes, and Fixed Issues

  • Our documentation portal has moved! Visit help.getmindful.com for up-to-date Feedback documentation.
  • For NPS or Number type questions, you can now allow customers to respond via voice by saying a number. This feature is disabled by default, and customers can still respond via DTMF if they choose. To enable voice response, contact the Mindful Support team.
  • Responses to Text/Record type questions can now be scanned for Personal Identifiable Information (PII). When found, you can select which types of PII to automatically redact. See https://docs.aws.amazon.com/comprehend/latest/dg/how-pii.html#how-pii-types to view the types of PII.
  • Survey inputs have a new prompt: normalized_avg_response. This is like the existing avg_response value, but normalised out of 100. For example, if a survey respondent answered 5 out of 5 for a number question and 10 out of 10 for an NPS question, the avg_response would be 7.5 but the normalized_avg_response would be 100.
  • You can now schedule Dashboard reports to run daily, weekly, or monthly. A link to the Dashboard report will be emailed to you when it has finished compiling. Click the clock icon in the top right of the Dashboard page to try it out.
  • An issue that allowed synchronized user groups to be updated by editing users has been resolved.
  • An issue causing Interaction Detail filters to reset when editing the report schedule has been resolved.

Version: 2.0.12

Release date: November 2, 2022

New Features, Major Changes, and Fixed Issues

A status indicator now appears for each saved CSV report on the Interaction Details page. 

A status of Pending will be shown while a new report is being generated, and the status will change to Complete when the report is ready.


You can now generate a QR code leading to a Default Web Survey URL for any survey. 

Two QR codes are available: one that includes the initial greeting and another that skips directly to survey questions.


You can now use OR logic within custom filters on the Dashboard or Interaction Details page. 

To use OR logic, configure two or more custom filters with the same key, with all of them using the equality operator (=). 

For example, the filter shown here would return interactions in which the agent ID is Joe, Meghan, or Al.


Additional updates

  • Admin users can now sync all Genesys Cloud conversations at once. A button labeled Sync All Interactions with Genesys Cloud will now appear at the bottom of Interaction Detail reports.
  • You can now optionally use multiple-choice questions in voice surveys. To enable this option for your organization, contact Mindful Support.
  • Two more Genesys Cloud conversation variables can now be syncronized with Feedback: 
    • agentInteractTime (Interact time of the last agent)
    • firstAgentInteractTime (Interact time of the first agent)

The responsive mobile view for web surveys now displays as expected.

Version: 2.0.11

Release date: September 22, 2022

New Features, Major Changes, and Fixed Issues

  • You can now post Feedback survey data to your Medallia Experience Cloud account. To learn more, contact the Mindful Support team.
  • A new Abandoned Questions widget is available on the Dashboard. For abandoned surveys, this widget will show you which question users were looking at when they left:

  • You can now use Watch Words as triggers when configuring surveys. This will allow you to provide a different survey experience when a negative or positive (or any) Watch Word is detected.
  • Admin users will now receive an email notification when your organization's Auth Token is regenerated.

Version: 2.0.10

Release date: August 15, 2022

New Features, Major Changes, and Fixed Issues

  • It is now possible to configure an alert to trigger if your organization unexpectedly stops processing surveys. When enabled, this alert will be sent to the Mindful Support team to proactively investigate. Contact the Support team for more information on setting up this alert.
  • The rate limit for API requests can now be configured differently per organization. Contact the Mindful Support team to discuss changing your rate limit.
  • It is now possible for Mindful Support to reset two-factor authentication codes for users when needed.
  • We have updated branding throughout the user interface to make things more Mindful!
  • When syncing Genesys Cloud users, “business users” will now be treated the same as agents. If you have agents set up as “users” in Genesys Cloud, those users should now be synced as expected.
  • You can now apply a whitelist of IP addresses to secure access to API endpoints and unauthenticated webhooks (Settings > Customer Settings > API Whitelists). 
  • In the Top X Best/Worst Interactions tables on the Dashboard page, users will no longer see the Mark Reviewed buttons if they do not have permission to mark interactions as reviewed (All Interactions: Can Edit).
  • An issue causing wrap-up codes and wrap-up names in Genesys Cloud Survey Mappings to be inaccurate has been resolved.

Version: 2.0.9

Release date: June 27, 2022

New Features, Major Changes, and Fixed Issues

  • When downloaded from the Results tab, an Interaction Details CSV file will now be named "interaction-report.csv". This replaces the previous generic name "filename.csv".
  • We have added a new Conversation Polling option for unique edge cases in Genesys Cloud environments. With the new API Polling option (Settings > Customer Settings > Configure Genesys Cloud > Configure Polling tab), you can configure Feedback to only process Genesys Cloud conversations after receiving an API request. This will disable automatic polling.
  • When fetching interactions from the API (/interactions endpoint), you can now specify multiple external references separated by commas for the external_ref parameter. For example: http://surveydynamix.com/api/interactions?external_ref=12345,09876,56789
  • Feedback now supports Genesys Cloud queue names containing emojis.  
  • An issue causing Genesys Cloud conversation polling to report incorrect queue names has been resolved. This issue could occur when polled conversations included co-browse segments (customer screen sharing).
  • An issue preventing Dashboard filters from being saved in a specific scenario has been resolved. Previously, adding an Agent ID filter for an Agent ID with uncommon characters such as curly brackets ({}) could prevent the filter from being saved.
  • An issue causing Genesys Cloud Web Messenger widgets to display survey prompts in an unexpected location has been resolved. This issue affected JavaScript widgets with customized displays.

Version: 2.0.8

Release date: May 25, 2022

New Features, Major Changes, and Fixed Issues

It is now possible to note a follow-up action when marking interactions as "reviewed" on the Dashboard page.

When marking an interaction as reviewed in the Top X Best/Worst Interactions tables on the Dashboard page, you can now optionally add a note to keep a record of any actions taken as part of the the review process. This can enhance the ability of supervisors to manage escalated or critical cases.

NOTE
This feature currently must be enabled by the Mindful Support team for your organization. Contact the Support team for more information.

To learn more, see the Top Best/Worst Interactions Table and Survey Interaction Data Model reference articles.


Additional updates

  • Survey Dynamix branding has transitioned to Mindful Feedback throughout the user interface, for a more Mindful look and feel.
  • We have made several back-end enhancements and resolved non-client-facing issues.
  • An issue causing date strings not to convert to English when switching languages on the Interaction Details report has been resolved.

Version: 2.0.7

Release date: April 25, 2022

New Features, Major Changes, and Fixed Issues

  • Incoming SIP call headers are now allowed to start with "X-Genesys-". This supports the Genesys Engage integration. 
  • The Latest Release Notes link in the sidebar menu (under Help) now leads to the release notes in the Mindful Feedback help center.
  • If the respondent_language field is absent or empty for an inbound SIP call, the default language will now be used.
  • In Genesys Cloud integrations, if archived users become active in Genesys Cloud, their accounts will be reactivated in Mindful Feedback.
  • For Twilio Flex integrations, you can now enable listening on all queues via the Twilio Flex Listener.
  • You can now use markdown (excluding block quotes) in survey prompts.
  • An issue causing the Dashboard page to appear stuck in a loading state has been resolved.

Version: 2.0.6

Release date: March 25, 2022

New Features, Major Changes, and Fixed Issues

  • You can now send a request to the Mindful Support team to bypass custom HTML moderation.
  • Survey responses can now be updated when needed. Contact the Support team for assistance in updating responses.
  • Interaction API endpoints will now return the started_at value for the queried interaction.
  • We have removed the previous onboarding task for first-time users and replaced it with a greeting message.
  • Some date formats have been updated to be consistent throughout the application (using the format YYYY-MM-DD).
  • When using the Genesys Cloud Web Messenger widget, it is now possible for the same conversation to be surveyed more than once.
  • Archived users can no longer log in.
  • Super admin user accounts can no longer be archived.
  • We have resolved an issue that could cause large dashboard reports to fail to generate.
  • We have resolved an issue that could greatly slow down report filtering after an Amazon Web Services (AWS) outage.

Version: 2.0.5

Release date: February 3, 2022

New Features, Major Changes, and Fixed Issues

  • Surveys can be quickly branded using the Color Pickers inside the Web & Email section of the Survey Management page.
  • Mindful Feedback service health can now be found in the Help section of the sidebar.
  • Agent Scores table has been replaced by Leaderboard. This table has the same data by default, but can be adjusted to show a leaderboard by other interaction attributes.
  • We have released a JavaScript widget for Genesys Cloud web messenger. This lets you easily survey customers after or during a web messenger conversation. Details of the widget can be found here.
  • Dashboards can now be customized to only include charts or change the ordering of charts.
  • There are now three default custom templates that can be used as a starting point for creating your own custom survey templates.
  • When creating a new auth token, a Mindful Feedback Authentication Method will be automatically created. This allows you to perform API requests to your Feedback account in survey triggers. If you are already using an auth token, you can manually create this Authentication Method inside Customer Settings -> Integrations -> Authentication Methods using basic auth.
  • New values have been added to Genesys Cloud polling.
    • sentimentScore - Text and speech analytics sentiment score for conversation
    • sentimentScoreBand - Sentiment score rounded down to nearest 10
    • sentimentTrend - Text and speech analytics sentiment trend for conversation
    • agentDurationPercentage - Percentage of call where agent was speaking
    • customerDurationPercentage - Percentage of call where customer was speaking
    • silenceDurationPercentage - Percentage of call that was silent (agent and customer not speaking)
    • customerParticipantId - Participant ID for the first customer in the conversation
    • webMessengerJourneyId - Unique customer journey ID of web message conversation
  • Newly created surveys will now have the Confirm Email Responses option switched on by default.
  • Archived users can no longer log in to Mindful Feedback
  • Sound files can be more easily selected on Survey Management pages, using search functionality.
  • When Genesys Cloud user group syncing is enabled, User Group names will be updated when the User Group name on Genesys Cloud changes.
  • Added support for integrating with a sandbox Salesforce account
  • The Surveys index page is now controlled by the Can View Surveys permission, instead of the Can Write Surveys permission.
  • Fixed validation bug when creating a scheduled report with Portuguese selected as language.
  • Fixed bug where selecting Add sound file in the top right corner of survey management page would hide the list of sound files.


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