CloudCherry is now part of Cisco.
Learn More About Cisco

New Insights Center

Your Webex Experience Management account will be updated to the new release at the end of November (in approximately one month).

The update will involve zero downtime for all our customers. There are however a few important steps you need to perform ahead of the release launch in order to prepare for the release. Please read through the information on this page so that you can ensure the transition for you and your employees is seamless.

Executive Summary

What’s New

A brand new Webex Experience Management Insights Center Dashboard with even greater focus on our 3 pillars of Customer Journeys, Integration of multiple sources of data and Predictive Analysis with focus on CX outcomes.

What this means for you

How we can track outcomes better

Early Preview Feedback

“This is a major upgrade and a significant step forward. We’d love to present this to our executives.”

“Love the easier navigation, and the ability to track outcomes cleanly. Can’t wait to get this in everyone’s hands!”

Release Availability Calendar

Here’s a rough calendar for the release launch.

TIMELINE OWNER ACTIVITY
November 1st, 2018 Webex Experience Management Available to all customers in Early Preview
November 12th, 2018 Webex Experience Management Demonstrations on a reference account
Configuration of account for the new version
November 15th, 2018 Webex Experience Management and Business SPOC “Train the Trainer” on own customer org account
Preparation for switch to new version
November 26th, 2018 Business SPOC Internal employee training
Employee communication
December 3rd, 2018 Webex Experience Management General Availability for all customers
Retirement of old Dashboard
December 17th, 2018 Webex Experience Management and Business SPOC “Train the Trainer” on newer advanced features
January 7th, 2019 Webex Experience Management and Business SPOC Enable newer advanced features for outcome tracking
January 7th, 2019 Business SPOC Employee communication on newer features for outcome tracking

The release goes into Early Preview first week of November, and is available for all customers to explore. Your Client Success managers will be in touch with you to help you plan out activities needed for the release. There are changes to the navigation which we recommend that you plan to train your internal employees on. Webex Experience Management will assist you with a “Train the Trainer” webinar to assist with getting familiar with the changes to ensure you are able to support internal employees with assistance they may need.


Detailed Overview

What’s New and Improved

What Changes

Improved Navigation

With a cleaner navigation hierarchy, things that you use frequently are now just a click away.

All the Dashboard widgets are now grouped under Metrics. These are the default recommended groups under which you may choose to add widgets.

METRIC GROUP Types of Widgets
  Check Pulse NPS/CSAT/CES Widgets
Scores
Scorecards
Sentiment
NPS Benchmark
  Monitor Trends Monthly/Quarterly NPS/CSAT/CES Trends
Word Cloud
Themes
Response Trends
  Compare Journeys NPS/CSAT/CES Segments
  Prioritize Action Like/Dislike
NPS/CSAT/CES Impact Analysis
NPS/CSAT/CES Goal Recommendations
  Track Impact Period over Period Comparison
A/B or Split Test Results
OLD LOCATION NEW LOCATION
Align & Respond > Responses Responses
Align & Respond > Widgets Metrics
Align & Respond > Dashboard Metrics
Align & Respond > Segments Metrics
Align & Respond > Themes Metrics
Improve > Response Analysis Response Analysis
Improve > Trends Analysis Metrics
Improve > Crosstabs Crosstab Lite
Improve > Crosstabs > Create Widget CX Setup > Metric Library > Create Basic Widget
Improve > Compare Crosstabs (Left Menu)
Measure > Questionnaires CX Setup > Questionnaires
Measure > Invitations CX Setup > Invitations & Tokens > Invitations
Measure > Tokens CX Setup > > Invitations & Tokens > Tokens
Measure > Bulk Token Upload CX Setup > > Invitations & Tokens > Bulk Token Upload
Settings CX Setup > Account Settings
Settings > General Notifications CX Setup > Account Settings > General Notifications
Settings > My Notifications Profile > Edit Notifications
Help > Webex Experience Management University Webex Experience Management University
Help > Request Demo Profile > Request Demo
Help > Request Support Profile > Contact Support

Separation of CX Setup

Separation between Spaces and CX Setup to avoid past confusion about what was a part of a Space, and consolidating all CX Admin related setup in one place.

Setup using CrossTabs

Crosstabs become the central powering engine for setup of all widgets. With this, there are a few CX Setup steps that are now unified under CrossTabs

OLD LOCATION NEW LOCATION
NPS Segments Setup using CrossTabs
NPS Trends Setup using CrossTabs
Compare Replaced with full featured CrossTabs
Scorecards Setup Scores or Donut Charts using CrossTabs
Location Compare Setup using CrossTabs Segments
Time Compare Setup using CrossTabs Timeseries

In addition to this, this also opens up the setup of several new widget types and visualizations.

Publishing of Spaces

Ticketing does not need a separate Space

Important steps for Webex Experience Management Administrators

If you are the primary Webex Experience Management Administrator for your organization, please note key steps that need action from your end.


Known Issues

Metric Library

Spaces and Groups

Widgets

Other Modules