May is packed with some incredible enhancements that we can’t wait to share! Let’s start unpacking them now.
Are you attending Q2 Connect? Join us for a fireside chat! How can banks prioritize customer experience across all service channels to win with new and existing customers, grow revenue, and stay competitive?
In this release
Clients
Client Record Duplication Prevention
Analytics
Advanced Analytics Data Restructure
Schedule
Schedule 2.0
Connect
More Stable Audio Recording Downloads
Hours
UX Enhancements
Clients
Duplicate Record Prevention
When staff creates a client
When creating a new client, the email address will be used to identify any potential existing clients.
When saving the client record, if there is a match with any of the following fields - external client id (if applicable), phone number, name and email address, a pop-up will appear with the duplicate record. The pop-up will let you choose an existing record or continue with creating the new record.
When clients create an appointment
Improved matching based on phone numbers
Country codes will be ignored in finding a match (Example: “6141234567” will be recognized as a match to the existing client record value “+16141234567”)
Results that match with or without the country code will be returned
The logic for searching and updating existing clients in the database has been enhanced.
Previous Client Identification
Previously, all provided client attributes (first name, last name, cell phone, and email) had to match an existing client profile. This prevented updates if any of these details changed or if existing client profiles had missing information.
New Client Identification
Matching by `external_id` will be prioritized (available if the customer is logged in via digital banking integration).
If no match is found using the `external_id`, matching will be based on:
First and Last names, and either a matching phone number (cell, work, or other) or email address
Client information can now be updated, even if the cell phone or email need to be changed - as long as at least one of these attributes matches an existing client record
📅 Release to demo on May 14, 2025 and to production on May 28, 2025.
Analytics
Advanced Analytics Data Restructure
Our data model has been revamped to provide a more intuitive and efficient experience when creating dashboards and analyzing data. This update introduces significant improvements to data organization, language translation, and the consistency of engagement tiles.
NOTE: No action is required. Dashboards created with the legacy model will continue to work as expected and any new dashboards created will automatically leverage the new model.
Key Improvements:
Performance: faster load times and improved responsiveness when creating dashboards and analyzing data
Consistency: consistency across Reports, Insights, and Advanced Analytics.
Data Categorization: data dimensions are now organized into logical categories, making it easier to find the specific data you need
Example: In the Locations view, new categories such as "Address Info," "Contact Info," and "Preferences" have been added
Period-Over-Period Comparisons: period-over-period comparisons are now located in a dedicated explore (similar to engagements)
Engagement Tiles: engagement tiles across all explores have been standardized for both period comparison and non-period comparison scenarios
Improved Localization: dashboard labels and text now support the following languages - French, Spanish, Korean, Polish, Portuguese, Russian, and Simplified Chinese. Filtering dimensions are not translated
Migration of Existing Custom Dashboards
We are migrating actively used custom dashboards to the new model, to ensure you benefit from these improvements. Frequently accessed Dashboards will be migrated to the new model over the next 6 months. The dual data model will be in place until the end of 2025.
Example of new categories:
📅Release to demo on May 14, 2025 and to production on May 28, 2025.
Schedule 2.0 - Modern Design & Improved Functionality
Improvements to Schedule 2.0 (prior to launching as the default experience)
We're excited to announce the release of Schedule 2.0 - a significant overhaul of our existing scheduling experience designed to provide a modern, intuitive, and efficient experience. This update, available in Production with an opt-in banner as of April 23, 2025, builds upon the foundation of our previous schedule with a completely redesigned interface and enhanced functionality based on your valuable feedback.
The new Schedule will become the default scheduling experience on May 28, 2025. After this date, the opt-in/opt-out banner will remain available, allowing you to toggle back to the previous Schedule view as needed.
Schedule 2.0 delivers quicker load times, a more intuitive layout, and stronger backend security - making it easier than ever to manage your appointments and staff. See the March and April release notes for a more detailed overview of the experience.
What's New Since the April Release?
Based on your feedback, the new Schedule will include the following updates by May 28th.
Enhanced Zoom Functionality
You now have granular control over your schedule view with our new adjustable zoom settings in Day view. Easily toggle between a detailed view to focus on specific time slots or an expanded view to see a full day of appointments at a glance. You can even save your preferred zoom level per user for a personalized experience.
Reduced Staff Row Heights
The Day view will now feature reduced staff row heights, improving visibility across multiple staff calendars.
Alphabetical Staff Sort Order
In the Schedule's day view, you can now organize staff members alphabetically, making it simpler to locate and select specific staff calendars. Additionally, the currently logged-in user will be at the top of the staff list for quick access to your own schedule.
Ability to Toggle Background Event
Allow staff to toggle the visibility of background events for improved readability of background events layered in their calendar:
If showing background events is toggled on, staff will be able to see background events for other locations for the staff selected
If showing background events is toggled off, staff will be able to show events for the currently selected location and staff
Coconut Connect
Improved Audio Recording Download Stability
We've fixed the issue that was impacting the download of large audio recordings. If you previously experienced this, please try downloading the files again.
Enhanced Video Meeting Room Reliability
We’ve also fixed the problem that was preventing users from being able to join meetings via the web during dial-in service outages. You can now reliably join video meetings via the web, regardless of the dial-in service status, ensuring more consistent connectivity and reliable access to meetings.
NOTE: These enhancements will be available to all customers using the new version of Coconut Connect, immediately. Please reach out to your Customer Success Manager if you are unsure if you are using Coconut Connect or Coconut Connect Classic.
Hours
UX Enhancements
Based on your feedback, we have two small updates to the Hours section aimed at improving clarity and streamlining your workflow.
Renamed Tabs for Enhanced Clarity
The "Office Hours" tab has been renamed to "Location Hours"
The "Working Hours" tab has been renamed to "Staff Hours"
The new names should help reduce confusion between the two options when making adjustments.
Streamlined Adjustments Creation
We've simplified the process of creating adjustments. When you click "+ New" on the "Adjustments" tab, you will now see a convenient dropdown menu.
This dropdown offers two options:
"Location Adjustment"
"Staff Adjustment"
This allows you to quickly select the type of adjustment you need to make without navigating through an additional modal.
