CX Capabilities rolling out in December 2021

Capabilities rolling out in December 2021

Alterian CX Logon Screen

Maintenance Window Notifications

The Alterian CX login screen will now provide notifications on maintenance windows.

These notifications fall into three types:

• Pre Maintenance Messages - When the next Maintenance window will be, its duration, the planned changes and a link to the release notes containing new features and functionality

• Post Maintenance Messages - Confirming the changes and when they occured and provides release notes on new features and functionality

• Post Patch - Confirming the changes

Rules Screen

Usability of Data Grids and Parameters

Data Grids and Parameters have been updated to make the editing process much easier.

Clicking into a Data Grid cell or a Parameter will pop up a small editing box. This allows you to see more of the value being entered or edited and you can scroll through the full value. We now support tabbing through Data Grid cells and standard keyboard shortcuts including Ctrl C, V, and Z.

Where a Parameter has an editing restriction provided by an overarching Global Parameter, we now visually show this next to the Field.

Health State now has a visual indication where no Health can be provided

The Health functionality currently provides an status and icon to show the Rule health over the last two hours. In some cases, the way Rules are built to be “Fire and Forget” means that we cannot obtain health scores for the Rule.

As we cannot identify Timeouts or Failures for these rules the health was previously showing as 100%. This is not reflective of rule health it could be constantly failing.

We now have a fourth health status, so users can see that a lack of health score is not a reflection on a lack of invokes in the last 2 hours but a lack of health being provided back. The user can then if required manually monitor or adapt the Rule to provide health values back.

The Health Status’s moving forward will be:

• Green Icon “Good”- Less than 0.5 % Rule issues over the reporting period

• Amber Icon “Concern”- 0.5% - 2% Rule issues over the reporting period

• Red Icon “Warning” - Greater than 2% Rule issues over the reporting period

• No Health "Not Available" - API states health cannot be calculated.

Rule Designer

Reduce Tile Name Duplication

Rule Designer error messages and our logging often uses the Tile name to indicate where an issue has been found.

Previously dropping a Tile onto the Rule Designer Canvas would add the Tile with the same template name each time. This led to the Tile name being replicated and made it harder to identify the correct Tile when looking at errors or logs.

Dropping more than one tile of the same name will now append a number to the original name of the tile allowing the Tile names to be unique in most scenarios.

Clearer Edge Naming

The edge names (links) between Tiles previously always showed the Output from the first Tile and the Input to the Second Tile.

This occured even if the tile setup did not provide enough room for the name clearly show or the name was not required as only one choice could have been made.

This made the screen difficult to review.

This has been changed so the inputs and outputs can always be seen by hovering over the Link menu. However, where a tile has multiple outputs that are in use we will show the output names by default. So, after a Switch Case or Range you will still be able to clearly see which flow of the Rule is which.

Logging

Clearer Countdown on Quick Filters

"From Now onwards" previously showed the Date and Time when this Quick Filter was selected. It was difficult for a user to understand when the next refresh would take place.

We now show the time this request was first set and a countdown of 30 seconds to refresh.

The "5 minutes Rolling" quick filter has been changed in the same way.

Public Templates

Dynamic Content

This has been changed to be an Influencer type of Rule from Tracking.

Set Engagement

In the next release we will be improving the quality of our Engagement score. As part of this process we have removed the Set Engagement score Public Template as this functionality will no longer work with the way we are generating the engagment score.

Customer State Information

As individuals interact with your Rules we gather useful information on the decisions made by the Rule, the location of the rule and details on the individual interacting.

Our Journey tracking graphs use this information to show your users Journeys across various interaction points, these could be viewing various pages on a website, an interaction with a call centre or clicking through an email.

The question our customers come up with most is “Why” was that Journey followed or “Why” was that offer the one that generated a conversion?

The more information we know about a Individual the better we understand why these things occured.

We are introducing the concept of Customer State data. This allows our customers to uploaded useful information on your customers to Alterian CX and have this information automatically available for Custom Dashboards and for filtering the Journey Analytics screens.

For example you will be able to filter by customer value decile to see how your bigger spending users interact with your website or use customer type to identify why one offer may have been better than another.

Journey Analytics

Grouping Columns Counts available in Alignment Dropdown

CX Analysts are now able to review counts against each Location, or other Grouping column, in the alignment dropdown, to give some initial visibility of row counts for the defined date range. This is very useful when wanting to focus or align on specific Locations to asses their volume of inclusion is large enough to give a representative Journey Visualization.

Implementation of “snapshot” Tables in Journey Visualisation Execution

The process of Journey Visualisation (Sankey) execution now creates a “snapshot” table to capture the universe of records for the defined date range. On large data volumes it should be noted that this will increase the execution time for an initial Sankey, but as the snapshot table is then created, further alignment and filtering are much more responsive on that data, until the date range is edited.

Steps / Plugins

Dashboards

Fixes

Known Issues

Report Issue

To report an issue with the application not detailed here, please contact Technical Support. Please use our Service Desk to report issues.