Analytics and Insights
One of the cornerstones of effective player care software is the actionable data it can deliver from player interactions. Throughout October, we have dedicated a lot of time talking with several companies to design our upcoming, first version of the Insights and Analytics feature, set to launch for all customers in the first week of November.
In this initial release, our player care application will provide insights into key metrics such as:
CSAT
Open Tickets
Resolved Tickets
Average Response Time
Average First Response Time
Average Active time to Response
Deflection rates across different categories
For even greater flexibility, all data points will also be accessible through our APIs, allowing customers to seamlessly pull the data into their own systems and, for instance, to build custom dashboards. API access will be free of charge for our customers, ensuring they can easily integrate our insights into their broader workflows. With our APIs, you can freely choose what metrics you wish to view with multiple different breakdowns and segments supported such as days, weeks, months, years, categories, languages, platforms, channels and more.
In the next update to our insights we will allow our customers to customize their own analytics view to suit their specific needs with more metrics and filtering supported. We will also generate weekly and monthly reports to keep teams informed and proactive.
October visits to Berlin
Throughout October, we made multiple visits to the beautiful city of Berlin, a vibrant hub of talent and innovation in the gaming industry. We feel privileged to collaborate with so many talented professionals and companies in the area. Berlin’s gaming scene is incredibly dynamic, and our visit to the HIT Conference was a highlight, where we connected with various companies not only from Berlin but from across Europe.
HIT Conference was fantastic opportunity to gain new perspectives and strengthen our ties within the European gaming industry.
Knowledge Base
Linking articles
Many gaming companies manage multiple titles, each with unique mechanics, items, conventions, and gameplay styles. However, certain processes and content, such as general contact information, bug reporting, and feedback channels, are often relevant across all games. Until now, publishing the same content multiple times for each game was a time-consuming task.
To address this, we’ve introduced cross-game article linking, enabling companies to share content seamlessly across different games. This update saves valuable time and effort, allowing companies to update shared content in one central place, ensuring it remains accurate and up-to-date across all games.
Automated translations with GenAI
When using our automated translation feature to publish Knowledge Base content across multiple languages, precise control over specific items, naming conventions, and branding is essential to maintain accuracy and consistency. To support this need, we’ve introduced a new feature called Dictionary, allowing companies to define how specific terms will translate (or remain untranslated) across all supported languages.
Our automated Knowledge Base translation is a complimentary part of our offering and has already received high praise for its effectiveness. We’re excited to make it even more powerful with this new level of customization, helping our customers deliver accurate, brand-consistent content across multiple languages.
SDK Updates: iOS, Android, and Unity Support
We're thrilled to announce that our Unity SDK is completed, complementing our existing native iOS and Android SDKs. We'll be releasing it to the first users in the next week.
We've spent a lot of effort into making the Unity SDK as easy as possible to integrate into your game. The integration should only take a matter of hours - if even that. Take a look at our updated developer documentation on how to install the SDK and what you can do with it: https://developers.theymes.com/category/unity-sdk
Email Support
We expanded our support options with the addition of email as a new player contact channel. Players can now easily reach out via email, with all inquiries managed directly through the Theymes support application, just like our other channels. Currently supported channels include:
In-game (iOS and Android)
Web widget
Email
Monthly Numbers
As always, our team has been hard at work coding. Despite spending some time abroad in October, we maintained our high productivity, making an impressive number of commits and pull requests yet again.
