Version 2.05 (February 4, 2016)

Main New Features:

  • New queue routing option to route based on agent's skill tags
  • Updated to specify agent skill tags and define skill tags at system level
  • Agent skill tags are now displayed on the agent dashboard. Agents can associate additional skill tags.
  • Added new feature: "Chime Search Extension" which allows agents to lookup text from seeker chat window in an online Knowledge Base/CRM system. Requires Plugin 1.0.51+
  • An image can now be associated with an agent. Agents have the ability to upload their own image or can be added by an admin. The agent picture can optionally be shown on the web client. See web client updates.
  • Queue Dashboard now displays label with default values if Queue is offline i.e. when Routing Server is turned off
  • Queue Dashboard has been updated to show data for predefined intervals (6 hours, 1 day, 7 days)
  • Tracks expert status modified time and concurrent chat count (to show on Queue Manager Panel)
  • Added System Variables help page to Queue Text Resources Page
  • Agents are alerted if they are running an older version of the Chime plug-in
  • Agents can now download chat summary list as CSV from Agent My Dashboard
  • We have provided a new agent context panel that may be attached to the conversation when the agent receives a chat. The new panel is similar to the Chime for Lync panel and may be displayed using the following URL syntax.
    • URL Syntax: {ServerIP}/chime/Session/SessionTools + Parameter: ChatUNID
    • Example URL: http://174.129.244.84/chime/Session/SessionTools?ChatUNID=c0875605-7390-48e1-866d-d4f3a9af8802
    • New Agent Context Panel (5)
  • Allow sending of broadcast messages to seekers via Manager Panel
  • Optimizations to the Chime Queue Scheduler
  • Support for both plain text and HTML formatted email alerts
  • Updated to track/log user details accessing expert dashboard
  • Updated Engine REST Client for Queue syncing when Queue definition is saved
  • Increased height of Monitoring Panel to show more number of Queues without needing to scroll
  • Email subject for chat transcript is now configurable
  • Optimization: Prevent multiple bindings to chat history load, should limit number of HTTP requests to load chat history
  • Updated to not fetch admin settings from "Configure web client" tab
  • Updated XML feed to also contain Queue STID as retrieved via Directory Picker
  • Updated Queue edit and Admin settings dialog tooltip messages to be more useful
  • Web Client
    • Show agent image to seeker
    • Show seeker and agent text messages in different blocks
    • Display icon for agent typing status
    • Allow seeker to save and print chat transcript
    • Seeker can request chat transcript via email
    • Prevent seeker from sending messages if agent has disconnected
    • Updated to support specifying seeker meta data fields in the web client URL as query string
    • Web client screen shot
  • Charts and Metrics
    • Two new reports located under Queue » Charts and Metrics » Text Analytics
    • The Chat Statistics report (under Queue » Charts and Metrics » Text Analytics) now shows the grand total for each column
    • Added date picker to Agent Dashboard (Queue Level) to allow Managers to view data for a specific date
    • Updated Agent Dashboard to allow managers to export data as CSV for a specific agent
    • Updated to reset Queue Live Statistics under System Dashboard if the Queue Engine has been turned off

Bug Fixes:

  • We've fixed the following issues:
    • System Level Chart "Total Chat Duration (With ACW) by Agent" generates incorrect CSV
    • CSV export in Chat History section of the Agent Dashboard: If seeker question contains a ',' it breaks the format
    • CSV export is failing for System Level chart: "Total Chat Duration by Agents"
    • Seeker Wait time was being recorded incorrectly if seeker entered more details about his query while in waiting state
    • Agent Dashboard: Queue Live Statistics should not appear when "All Queues" is selected
    • If in command URL, '&' is used then it gets encoded into '&'
    • $ (dollar sign) creates issue when used in Seeker Question
    • HTML characters in text resources get saved in encoded form in DB
    • Web Client tab does not appear when user is on Archived tab
    • Agent Leader Board on Queue Dashboard does not show agent chat duration
    • At times agent would become enabled again (if they changed their Sametime® Status) even though they have been disabled via the Manager Panel