Version 2.03 (August 11, 2015)

Main New Features:

  • Added ability to e-mail status alerts and updates for critical conditions
    • Queue logging out of Sametime® server due to an error
    • Queue losing Sametime® IM service
    • Queue losing Sametime® Watch List/Presence service
    • Failure to log a chat conversation (DB Connection failure)
    • Failure to start a Queue
  • Broadcast routing method - notify all agents in a queue of in inbound request simultaneously
  • Queue Scheduling - set a schedule for your queues to turn on or go offline
  • Seeker name can be displayed to agent (configurable)
  • Web Client window is now resizable
  • In the web client, we added an error message to be displayed if the seeker doesn't enter any info in the pre-chat form
  • In case of transferred chats, chat view shows conversation text from both the originating Queue and destination Queue
  • Updated Directory Picker to fetch agent email address
  • 'Your current status is enabled' is now a customizable text resource
  • We've added more customizable text resources, including plug-in messages
  • Support for multiple languages in text resources
  • Support for multiple languages in the web client
  • Agent dashboard now includes metrics for single instance and concurrent chat conversations
  • We added a few new charts on the metrics of transferred chats
    • System Level
      • Transferred Chats by Queue
      • Transferred Chats Over Time
      • Transferred Chats Received by Queue
      • Transferred Chats vs Incoming Chats Percent by Queue
    • Queue Level
      • Total Chats transferred by Agent
      • Chat Statistics
      • Chat Statistics for One Day
      • Text Discovery
      • Seeker by Email

Bug Fixes:

  • Fixed Issue: In case of a few LDAP environments, Agent first name/last name contained CN prefix