CX Tech Top-ups: Happy Holidays!

It’s the holiday season and with the new year coming up, we wanted to reflect on the year we had. Across the past 12 months, we have released several new features to both the Intouch Insight Platform as well as to our mobile forms and inspection software, IntouchCheck™.

Intouch Insight Platform

• Expanded list of workflow conditions
• Compare Scores in Standard Dashboards
• Set Icons for Dashboards
• Customize your default dashboard
• Easily Select Hierarchy Attributes
• New PDF Layout
• Configure the Appearance of your Dashboards
• New Amazon S3 Integration
  

IntouchCheck™

• See previous comments made in a check
• Enhanced Logic
• View all in-progress checks
• Collect Question Response Metadata

Expanded list of workflow conditions

Workflows are a powerful automation tool that allows you to evaluate aggregate data and execute key actions when conditions are met. For example, if a user wanted an additional checklist to be assigned to locations that had an average customer satisfaction score that was below 76%, this could be done with workflows. 

To configure a workflow all you need to do is:

1. Set the name, description, and product.
2. Set the configuration (Locations, Conditions & Filters) that must be met for the workflow to execute.
3. Set how often and when the workflow will run.
4. Set what happens when the workflow is executed.
5. Enable your workflow.

And the great news is, we have made workflows even better. The list of conditions in the workflow is now expanded to include many more fields. So, go ahead and give workflows a whirl!

Compare Scores in Standard Dashboards

Our standard IntouchCheck™ and IntouchSurvey™ dashboards allow users to analyze their data without having to configure the charts themselves. In these dashboards under the score comparison section, users will see their data divided into two columns. These two columns allow users to compare scores of the locations they have access to vs. the overall Organization/ Company score. These sections give users the ability to easily compare their data to the overall company. 

In addition, we have added some filters that will only affect the data in the “My Location” column. These filters include: Hierarchy, Location City, Location Region, and Location Country. Data in the “My Location” column will be filtered and data in the “Organization Score” column will remain the same. This feature allows users to compare data of a filtered location against the organization's score for a more in-depth analysis.

Set Icons for Dashboards

Do you have a long list of dashboards and need help quickly figuring out which is which, without having to open them all? We have added the ability for users to choose an icon for their dashboards. 

To set an icon, click the triple dots beside the dashboard title. From here, select settings. Click the icon square and choose any icon from the list. By setting a different icon for each dashboard, users can quickly find what they are looking for without having to check multiple dashboards.

Customize Your Default Dashboard 

We are excited to let you know that admin users can customize the default dashboard that users see when logging into the Intouch Insight Platform. 

To set a default dashboard, follow these 3 simple steps:

1. Head into setting in the Intouch Insight Platform
2. Click “View Options”
3. Under “Set the Organization Default Dashboard”, select the dashboard you would like

If you choose not to set a dashboard, you will continue to see the “Overview dashboard when you log in.

Hierarchy Attributes

In the Intouch Insight Platform, users with the Data Enrichment add-on can use the attribute functionality to add location-specific details, such as annual revenue, manager's name, contact information, etc. 

The great thing about attributes is that they can be used to filter data, create custom dashboards and record lists, and set up triggers. When applying a Hierarchy Attribute Value filter, users can now select the value from a list as opposed to manual input. This change helps customers to find what they need quicker.

New PDF Layout

The Intouch Insight Platform allows users to download their data into PDFs for easy sharing. We have introduced several changes to our PDF layout that have improved the readability while also reducing the number of pages.

To export a PDF, head to your data source and click the triple dots. From here, select “Download PDF”.

Dashboard Customization

We are delighted to let you know that you can now edit the HTML of your dashboard. This feature makes it possible for you to format and configure the appearance of your dashboard to meet your business needs. 

For example, you can tailor the look and feel of your dashboard to reflect your organization's color and logos. 

Amazon S3 Integration

Integrations are a quick and effective way to get your data into other tools and platforms. These integrations can be automated so you can sit back and have your data exported without having to do it manually. 

We now have an integration with Amazon S3. S3 is a “Simple Storage Service” that allows you to store data while ensuring both the protection of data as well as easy retrieval. Amazon S3 is highly secure and easy to manage. 

Once integrated, you can push data out of the Intouch Insight Platform into Amazon S3.

See previous comments made in a check

While completing a check, have you found yourself wanting additional context? For example, I had a critical fail in the previous check and I want to know why in order to ensure that this issue is no longer present. If the team member who previously completed this check left a comment to explain why there was a critical fail, it will appear.

This feature can be toggled on under the checklist settings and will help IntouchCheck™ users have more context of the prior comments made on a question at their location.

Enhanced IntouchCheck™ Logic

We are excited to let you know that enhanced logic has been added to IntouchCheck™! Users can now create logic based on a previous record at the same location and even apply a look-back period.

This feature is ideal for users who would only like to have something checked once during a period of time without having to ask the question repeatedly during each check. 

View All In-Progress Checks

Our admin users now have greater insights into in-progress checks. 

When the field operator has started a check, admin users will now have visibility of the progress completion percentage and when the check was last updated. Admin users can also see how many checks have been started and never completed.

Happy Checking!

Question Response Metadata

Metadata are “unseen” items that are on/attached to a record. We have now introduced the ability to capture question response times while a user is completing a check. This means that admin users can see what time the response was started and updated on a check, helping to ensure that checks are being completed correctly. 

Question response metadata is an optional setting that users can choose to include when:

1. Viewing IQ records
2. Downloading a record PDF
3. Triggering a PDF
4. In the default PDF options list

Please note that the metadata will not be visible for old records.

If you or your team have any new ideas or features that you would like to share, please send us an email at letschat@intouchinsight.com