In this release
Insights, Reports, and Advanced Analytics
New Staff Dashboard
The new Staff Dashboard gives team leads, branch managers, and people managers a clearer view of staff performance and activity in Coconut.
With this update, leaders can review team-level trends or select an individual staff member for a more focused coaching view. The dashboard brings together operational performance, engagement activity, data-quality opportunities, utilization, and client feedback in one place.
What’s new:
- Team View for comparing staff activity and performance across selected dates, locations, lines of business, and staff groups.
- Coaching view for reviewing an individual staff member’s activity, performance trends, data-quality opportunities, and feedback.
- Visibility into appointments, walk-ins, handle-time patterns, engagement classifications, completion rates, utilization, ratings, CSAT, and recent comments.
- Flexible filters and tables that make it easier to focus on the staff, locations, or lines of business that matter most.
The new Staff Dashboard will be rolled out to all accounts with Advanced Analytics on September 23, 2026.
Clearer and More Consistent Analytics
We’re continuing to improve the clarity and consistency of analytics across Coconut so teams can interpret metrics with greater confidence.
Recent improvements include clearer documentation for metrics and data fields, updated time-based calculations that better represent typical performance, and more consistent feedback terminology across Insights and Advanced Analytics.
What’s new:
- Updated field-level tooltips in Advanced Analytics to make calculations easier to understand.
- Median-based wait-time and lead-time calculations that reduce the influence of unusually long or short records.
- Clearer feedback labels that distinguish booking feedback from post-appointment feedback in both Advanced Analytics and Insights.
- Deconcatenating the Feedback field in Reports so users can apply calculations without excess editing of the columns.
- Adding several new fields: true CSAT %, Client’s Lifetime Engagement Count, and Booked By (Client or Staff)
This update is available now. Additional improvements to data consistency will roll out as they’re completed.
Administration
More Consistent Enterprise Access for Multi-LOB Customers
We’re rolling out a change to make Enterprise access more consistent for customers using our Multi-LOB feature.
With this update, newly created staff (via integration or API) will remain scoped to their assigned line of business by default unless Enterprise access is explicitly granted. This gives administrators more control over who can view and work across lines of business while preserving the ability to configure broader access for the users who need it. This change will not apply retroactively; please check your integration settings and/or API calls to verify what attribute values are being passed for new and existing staff for automatic and scheduled syncs.
Things to know:
- New staff default to line-of-business access alone when no broader access has been specified. If Enterprise Access is not specified in an API call, the user will not have access by default, even if they previously did.
- Administrators can still grant Enterprise access (via Import/Export and the UI) to designated users, such as enterprise administrators, central operations teams, or contact centre users.
- Existing staff access is not changed automatically by this update.
This change is rolling out for Multi-LOB customers. Contact your Customer Success team if you need help reviewing access for existing staff.
These updates will be available to accounts with Multi-LOB enabled on September 23, 2026.
Integrations
More Visibility into Exchange Event Syncs
We’re improving the Exchange event-sync experience to make troubleshooting easier for administrators and technical teams.
With this update, users will be able to see both imported and exported events again, as well as whether an event was imported from Exchange or exported from Coconut. This additional context makes it easier to understand sync activity and investigate issues without needing to infer the direction of an event.
What’s new:
- Both Import and Export events will be made available, with imported events included in the sync log
- Import and Export indicators in the Exchange events table
- Filters for viewing Import events, Export events, or both
- Direction details in the event details view
- Imports hidden by default to keep the events view focused, with the option to show them when needed.
This update will be available* to all accounts on September 23, 2026.
*Performance of the events tab in Coconut Exchange Settings may fluctuate during the rollout.
Accessibility
Staff-facing Navigation Styling Improvements
We’re making styling adjustments to the side navigation in Admin View to improve readability and contrast. These changes will make navigation elements easier to see and distinguish, supporting a more accessible experience for staff.
These changes will be available to all accounts on September 23, 2026.