Version 2.11 (April 12, 2017)

Main New Features:

  • Chime Application
    • Added: Updated Queue scheduling feature to allow Queue to be available during multiple slots in a day (#1435)
      Queue Scheduling
    • Added: Managers can assign chats to agents via Queue Dashboard Manager panel (#1468)
      Assigning a Visitor
    • Added: Text resource variable: $agentmetatag and $seekermetatag which shows skill tags associated with a session (#1453)
      New Text Resources
    • Fixed Issue: At times Agent gets one additional concurrent chat then specified in settings (#1487)
    • Fixed Issue: ~ character created issues with hyperlinks when used in a conversation (#1495)
    • Fixed Issue: At times agent received an error message when they attempted to pick a chat from Manager Panel (#1462)
  • Charting and Reporting
    • NEW Conversation view shows seeker request routing cycle details (#1010)
      Seeker Routing History
    • NEW Added System Level Chart – Answered vs Abandoned By Expert (#1476)
      Answered vs Abandoned By Expert (System)
    • NEW Added Queue Level Chart – Answered vs Abandoned By Expert (#1477)
      Answered vs Abandoned By Expert (Queue)
    • NEW Added Queue Level Chart – Chat Performance By Session Tags (#1539)
      Chat Performance By Session Tags (Queue)
    • Added Admin setting to prevent agents from altering their skill tags (#1488)
      Altering Skill Tags
    • Allow Admins or Managers to add comments to a session (#1475)
      Adding Comments
    • Allow Admins or Managers to add tags to a session (#1459)
      Adding Session Tags
    • Updated Queue Level Text Analytics Reports to include session tags (#1465)
      Exported CSV's
    • Updated Queue Level Text Analytics Report – All Chats to export agent comments as CSV (#1521)
    • Updated Queue Level Text Analytics Report – Abandoned Chats to export agent comments as CSV (#1522)
    • Updated Queue Level Text Analytics Report – Agent Discovery to export agent comments as CSV (#1523)
    • Updated Queue Level Text Analytics Report – Text Discovery to export agent comments as CSV (#1524)
    • Updated Queue Level Text Analytics Report – Seeker By Email to export session tags as CSV (#1461)
    • Updated Queue Level Text Analytics Report – Seeker By Email to specify date range (#1452)
    • Updated Queue Level Text Analytics Report – Text Discovery to specify date range (#1450)
    • Updated Queue Level Text Analytics Report – Agent Discovery to export session tags as CSV (#1460)
    • Fixed Issue: CSV export is broken if seeker or expert ID has comma (#1458)