Version 2.01 (April 7, 2015)

Main New Features:

  • Charts and Reporting Updates
  • Ability to search for chat history via seeker email address
  • Provided UI to display the chat session conversation – via the session ID

Other New Features and Changes Include:

  • Charts and Reporting Updates
    • Updated System Level Report - Total Chat Duration By Agent
    • Updated for report "Concurrent Chat Percentage by Agent" for both DB2 and SQL Server. SQL Queries now determines if a chat is concurrent
    • Updated System Level Report - Average Chat Duration By Agent
    • Updated System Level Report - Average Chat Duration (with ACW) By Agent
    • Updated for System Level report "Average Chat Duration (Concurrent) by Agent" for both DB2 and SQL Server. SQL Queries now determines if a chat is concurrent
    • Updated System Level Report - Total Chat Duration (with ACW) By Agent
    • Updated System Level Report - Average Chat Duration (Concurrent Chat Session) with ACW By Queue
    • Updates to System Level Report - Average Chat Duration (Concurrent Chat Session) without ACW By Queue
    • Updates to System Level Report for Admin Access - Average Chat Duration (Concurrent Chat Session) without ACW By Queue
    • Updates to System Level Report for Manager Access - Average Chat Duration (Concurrent Chat Session) without ACW By Queue
    • Updated System Level Report - Average Chat Duration (Concurrent Chat Session) without ACW By Queue
    • Updates to System Level Report for Admin Access - Concurrent Chat Percentage By Queue
    • Updates to System Level Report for Manager Access - Concurrent Chat Percentage By Queue
    • Updated System Level Report for Manager Access - Concurrent Chat Percentage By Queue
  • Updated interface to have following additional database calls:
    1. To return agent total and average chat duration (with ACW) for concurrent chats
    2. To return agent total and average chat duration (without ACW) for concurrent chats
    3. To return data for chart - Abandoned Chat Percentage By Queue (System Level chart)
  • Updated for Allied Issue: Sending of seeker meta data is now customizable
  • Seeker Discovery Query is now functional
  • Expert Discovery Query is now functional
  • Updated Admin Controller and DB Services to read/write newly added settings
  • Updated Admin Settings Page and Chime JS to read/write settings
  • Updated Expert Dashboard to show Concurrent Chat - Total and Average Chat Duration with ACW
  • Added search field to get seeker/expert email address
  • Grid content/columns for new charts is now same as 'All Chats'
  • Renamed 'Seeker Discovery' to 'Seeker by Email' in drop down
  • Renamed label 'Select Chart' to 'Action:'

Bug Fixes:

  • Removed extra + symbol which was causing date to appear as [NaN]
  • Added date timestamp to queuemanager.css reference to prevent caching issue
  • Fixed Issue: A conversation is not marked as concurrent when agent picks up two chats at the same time
  • Rework webclient to include french translation in instructions modal
  • Update Monitoring Panel Online Expert Count to not include count of Managers that have 'No Chats' property enabled
  • Updated to show seeker wait time in Text Analytics Report
  • Fixed Issue: On Queue startup agents should be added with some delay as per Sametime Server policy to prevent a Queue logout
  • Fixed Issue: Managers are unable to pull System Level reports