Released 30 July 2021 |
Alterian Real-Time CX Platform
Released 30th July 2021
When searching in Home if more than three results come back the “and # more” option will now open the further results in the appropriate screen so they can be filtered and reviewed.
The user can now choose which columns are shown in the Templates screen allowing tailored screens depending on use case.
Searches and filters will be persisted if the back button is used to return to the templates screen. Clicking directly into the Templates screen is seen as a request for a clean start and will clear and previous filters and searches.
The Template description is now Rich text. Many Public Templates have been updated with links to comprehensive online help.
The user can choose which columns are shown in the Rules screen allowing tailored screens depending on use case.
Searches and filters will be persisted if the back button is used to return to the Rules screen. Clicking directly into the Rules screen is seen as a request for a clean start and will clear and previous filters and searches.
The Rule Health functionality already shows whether invokes to a Rule were successful over the last hour.
We now break the outcomes of a Rule invoke into three separate items, invokes, failures and timeouts. These are assessed each hour and an icon will be shown to highlight current health based on the percentage of invokes compared to failures and timeouts. Hovering over the icon will show the Status and current percentage rates for all three options if they exist for the Rule.
When you remove a Tile or the link between two Tiles errors occur because the Rule flow has been broken. Your next action is to re-link the Tiles together in an appropriate manner.
Now by using “connect to existing tile” on the Plus to the right of the last Tile in the flow you can repair the Rule by linking this Tile to the orphan tiles you created without needing to go into the Template Selection screen.
Validation now starts from the moment you start creating your rule not from when it is first saved. Validation messages covering the same “issue” are now merged allowing a clearer view on the items that need work.
Previously when a field was mapped to another field the original field was renamed to the value it was mapped to and this renamed value persisted throughout the Rule flow. This reduced clarity in the rule and made it harder to understand what fields were and what they did.
This process has been updated. Now when a field is mapped the Tile it is mapped into is updated to accommodate the new field. This means the fields are no longer renamed.
Fields now have a Field type to make it easier to match appropriate values. We now validate on incorrect field type mappings where appropriate.
If the value is a date field a date helper is available to ensure you create a value with the correct format.
Instead of mapping an existing field to the field required by the rule you may like to pass through a static value. This is now possible, simply untick the Field mapping as normal then add the static value into the Field text box.
Rules built within Rule Designer are created for various purposes. To focus different types of Rules to the correct functionality we need apply a label identifying what they do and how they should be used. We call this label the Rule Type.
Previously the Rule type was manually set by the user when a Rule was saved. To improve this process, we have a new methodology that requires no manual user labelling. The old methodology has been retained in the short term to provide backwards compatability but will be removed in the future.
The Rule Type is now automatically set by the selection of event queues for a Rule. For example, if you choose a “Conversion event queue” your Rule will be identified as a Conversion Rule.
Tracing can now be turned on when invoking rules providing augmented information in the logging on the fields that passed through each step or Tile.
For individuals in the Control Group for a Rule you may want to provide a more appropriate decision than the simple default or you may want to send a simple email. Previously a single default was available and emails could not be sent.
To allow more flexibility on the messages provided to those in the Control Group we now allow you to turn off the forced default for Control Groups.
This can be turned off on a tile-by-tile basis. This functionality would normally be used with the Is Control Public template allowing you to create a flow specifically for those in the Control Group.
From a Customer Experience perspective, our customers currently use Idealized Journeys and Journey Analytics when examining and planning Customer Journeys and determining how successful they are.
What we are not currently able to understand is whether the interactions they were exposed to or the Journey they were on were beneficial for the user or influential on behaviour. From a customer experience perspective, you need to understand how your customers feel about your brand generally and how they feel about the interactions they have just had.
To help with this we now provide Public Templates that will allow you to gather qualitative satisfaction information on the interactions and journeys your customers experience. Customer Satisfaction (CSat and Net Promoter Scores (NPS) scores are covered.
This satisfaction information will flow into Standard Satisfaction reports where satisfaction can be analysed.
One of the most common customer use cases we see is the ability to assess engagement and interest in specific elements of content or use of specific channels. Examples include looking at family holidays on a travel website or terms and conditions in a renewals-based business. Each allows us to apply intent and create offers that address this.
The Category Management Public Templates has been designed to simplify this process.
Our Category Management Public Templates were previously called Content Group Management. These have been renamed to provide clarity in use.
The Category Management Public Template has also been updated to allow our users to easily highlight Conversions and apply conversion values to specific pages.
Rules built within Alterian Journey Orchestration can be very comprehensive. In some scenarios however you gain efficiencies in design and effort by building Rules that themselves call other Rules.
Our new Invoke Rule Public Template provides this functionality.
Rules built within Alterian Journey Orchestration are generally designed to react in near real-time. When the rules are used on websites, within apps or in Point-of-Sale environments getting a rapid CX decision back is paramount in providing the best experience for those customers interacting with the Rules.
In some scenarios it’s important to give the customer time before providing the action. It may be a immediate interaction would distract the user from their current journey or you may need to provide the customer time to think about what they have experienced before they can effectively pursue the action.
The new create future event Public Template creates a trigger for an action to occur at a specified time in the future.
The process future event Public Template can then read this trigger and provides the mechanism to add actions to it.
The Counter Public Templates allow you to take a given field and count the number of different versions of the field passing through:
Increment Counter will increment up a counter based on a given value
Reset Counter will reset to a given number
Read Counter allows you to read the values into a Rule.
More details can be found here.
The Journey Visualisation screen now has the ability to color code the nodes or boxes on the screen dependant on their channel of interaction. Specific channel colors can be chosen in advance and configured to display when the node representing an interaction via that channel. This feature works in conjunction with the new Group By option below.
In previous releases, the nodes or boxes on the Journey Visualisation represented an interaction by a Visitor to a specific Location, but this was the only information available. One challenge here is that the same Location may appear in different channels, for example both the App and Website might have a Homepage, and the default Location view of the Journey Visualisation would not be able to differentiate between the two, as all it knows is the Location of “Homepage”. The new Group By option gives the ability to not only change but enhance the object that a node presents to give much more detail to the view.
Options now available are
Location
Location and Channel
Category
Category and Channel
Channel
The above options are documented in the CM 6.14 Journey Visualisation View Section
This feature also works in conjunction with color coding by channel, so the view can now not only differentiate between an App Homepage and a Web Homepage, but also display them in different colours.
The DDE Rule step has been updated. It now provides a view of the existing fields available in the Cache and will map your fields to those that already exist.
For example, if the DDE rule has a Email Address field to load into the Cache it will automatically map to the existing Email Address Field.
If your field is called Email-Address or emailaddress or email it will not match but you can scroll through the available fields in alphabetical order and pick out the Email Address Field to use.
This should limit the confusing and messy scenarios where the same data is stored in various cache tables under different names.
More details can be found here.
DEV-4283 | Cache Data report does not correctly show numeric field data. If you have a Cache table and a counter table of the same name the numeric value is never pulled back by the Cache Data report. |
DEV-5353 | Loading an existing Sankey in Side by side, when using the Quick Access fails to load. Using the grid option does work correctly |
DEV-6017 | Scroll bars are missing in the About screen where a large number of Parameter, Inputs or Outputs are configured. |
DEV-6033 | Start Tile templates missing from the template dialog. Work around is to select them from the ‘all templates’ view. |
To report an issue with the application not detailed here, please contact Technical Support. Please use our Service Desk to report issues.