The following system-wide enhancements have been made to ConcentrixCX to improve the user experience. These require configuration & coordination with your ConcentrixCX implementation & deployment teams.
One of the most requested Dashboard Builder 2.0 enhancements is now available.
Users can now apply filters directly at both the metric level and program level within Enterprise Metrics and Custom Metrics widgets. This provides significantly more flexibility when building dashboards, allowing individual metrics or data sources to be filtered independently without impacting the entire dashboard.
Benefits include:
This enhancement provides more granular control over dashboard analysis and helps users answer complex business questions with fewer widgets and less manual effort.
The normalization toggle is now labeled Exclude Non-Answer Responses for percentage calculations. Selecting this option removes non-answer responses – such as Don’t Know, Refused, and Not Applicable – from the percentage base, so calculations use only the remaining responses. A tooltip will display to provide additional guidance to users, and some projects may have user documentation uploaded to clarify to help users decide when to apply the option based on their project’s reporting requirements.
Benefits include:
The following system-wide enhancements have been made to ConcentrixCX to improve the user experience. These do not require any configuration.
Smart Summaries has been significantly enhanced to support much larger datasets, increasing the maximum number of comments that can be analyzed from a maximum of 1,000 comments to up to 75,000 comments within a single request.
This enhancement allows users to generate meaningful AI-powered summaries across broader datasets, longer date ranges, and larger populations without needing to manually reduce the scope of their analysis.
Benefits include:
When a request contains more than 75,000 eligible comments, the system automatically selects a random subset from the complete set of matching comments. The selected comments are then used to generate the summary.
This approach allows Smart Summaries to support large comment volumes while applying the same selection method across the full set of eligible comments. The resulting summary reflects the randomly selected subset rather than every comment included in the original request.
To support larger datasets, Smart Summaries now utilizes an enhanced background-processing workflow. When a summary request requires additional processing time, the analysis continues in the background and users are notified once results are available. Users are not required to remain on the page while processing completes.
Once complete, users will receive:
For Smart Summary requests containing approximately 1,000 comments or fewer, the existing workflow remains unchanged. Users can continue generating summaries exactly as they do today with no change to the user experience, configuration, or project setup.
No configuration updates are required. The enhanced Smart Summaries experience will be automatically enabled for projects and views where Smart Summaries are already available today. Existing users will immediately benefit from the expanded processing capabilities and enhanced notification workflow
The following bugs have been resolved. These do not require any configuration.
Metrics Report Sorting: When sorting columns within a metrics report, the Total/Average row was previously included in the sort results. This issue has been resolved, and the Total/Average row will now remain fixed at the top of the report while all other rows sort as expected
Project Health View Title: Corrected an issue that caused the Project Health view title to be removed from the navigation bar after refreshing the page. The view name will now display consistently regardless of how the view is accessed or refreshed.
Dashboard Builder Horizontal Bar Charts: Fixed an issue that caused data labels to become truncated in certain horizontal bar chart configurations. Data labels will now display consistently when viewing dashboards across supported screen layouts.