Release Notes

Current Production Builds:

Chime Version: 3.0.17


Version 3.0.17 (April 28, 2021)

New Features and Updates:

  • In PI Export folder sort GDPR entries in ascending order
  • Data Purging View: Added option to easily navigate to 'PI Export' folder
  • Data Purging View: Show inline error message if seeker/advisor profile export fails

Version 3.0.16 (April 12, 2021)

New Features and Updates:

  • Web client: Updated to support outage notifications
  • Advisor Panel: Added support for column reordering
  • Chat Traffic Panel: Added confirmation prompts
  • Added validation to prevent agent from issuing overlapping 'waiting for reboot' commands
  • Web Client: Hashtag channel name should not appear as hyperlink
  • Fixed Issue: Broadcast messages from 'Chat Traffic' panel not showing up in chat history while session is in connected state
  • GDPR: Added Data Purging options to selectively export seeker and agent data:
    • Profile Only
    • Seeker Messages Only
    • Agent Messages Only

Version 3.0.15 (March 19, 2021)

New Features and Updates:

Version 3.0.2020-02-07 (February 14, 2020)

New Features and Updates:

  • Added support for Global Manager & Reviewer roles
  • Monitor Panel: Managers to assign 'bot' conversations to human agents
  • Updated 'My Dashboard' to hide option which allows agents to enable/disable themselves
  • Updated to send across seeker location and platform to Watson Bot
  • Added API calls for HAI to get number of active sessions for a seeker
    • API: https://www-303xpreprod.ibm.com/services/ITFramework/SessionDetails?seeker=user@domain
    • Response: [{"SessionCount":XXXX}]

Version 3.0.3(2020-01-02) (January 15, 2020)

New Features and Updates:

  • Added Queue Level Report: Watson Intent for tracking bot activity
  • Added Queue Level Report: Inbound vs Answered vs Deflected
  • Allow seeker to rate bot responses
  • Added support for showing disclaimer in web client
  • Updated Monitoring panel to make all columns sort-able
  • Updated Chime to use newer Slack API - https://api.slack.com/methods/conversations.members instead of https://api.slack.com/methods/groups.info which has been deprecated
  • Updated to load balance chats between queue dispatcher pool to address potential Slack API rate-limit issue
  • Added support for Slack Markdown formatting

Version 3.0.2019-10-25 (November 1, 2019)

Slack Features

  • Slack is now fully supported using Instant Chime
  • Added Slack dialog card as queue text resource items – Slack dialog definitions can be added as Chime text resources
  • dialog cards can be sent as part of conversation or displayed at Slack dialog popup
  • Support for Slack slash commands using \Chime
  • Chime standard replies and other areas will be displayed to the service desk agent using Slack dialog cards
  • Inbound requests to the service desk can be started using Slack UI or Chime web client channel

Bot Integration

  • Add bot registry to Chime administration area
  • Add support for Microsoft Bot Framework bot(s) via Directline
  • Add support for IBM Watson bot(s)
  • Multiple bot end points may be registered with Chime
  • Chime can pass a conversation to a bot before routing the user to a service desk agent (chat bot self-service deflection scenario)
  • Bot replies and integration can be wrapped in a Slack card before being delivered to either the agent or the guest

IBM Watson Integration

  • Chime can redirect a chat conversation to an IBM Watson bot prior to routing the request to a service desk agent
  • Conversations can be passed to an IBM sentiment and text analytics service to automatically determine tone analysis and sentiment scoring
  • IBM Watson tone analysis and scoring can be attached to the chat session and configured at the queue level
  • Added reports to display IBM Watson tone scoring and sentiment analysis

Queue Configuration

  • Added Cognitive Services area to queue properties – to manage sentiment and tone scoring for chat sessions
  • Velocity template engine added to text resources
  • Text resources now include ability to call a bot and hand the bot a Chime conversation
  • Added text resources necessary for bot handoff and routing
  • New queue properties to handle cases were a conversation may be handed to a bot and a Chime agent become available
  • Multiple Slack dispatchers can be added to a queue
  • HTML is now supported across all Chime text resource items – to help wrap bot replies

Reporting

  • Added reports to display IBM Watson tone and sentiment scoring
  • New reporting area (Watson Analytics) added to charting module to consolidate all IBM Watson reports

Version 3.0.2 (July 24, 2019)

New Features and Updates:

  • Added support for Slack platform
  • Major web interface overhaul to make it more intuitive and responsive
  • Updated adaptive card integration: custom forms can be submitted as cards to seekers
  • Updated external Direct Line bot integration: Bot can be invoked at various points while seeker is in Queue
  • Embedded Microsoft Adaptive Card Designer into Chime for building cards
  • Updated Agent Dashboard to show agent status in real time
  • Added Queue Level Chart: Average Guest Rating By Agent
  • Added System Level Chart: File Transfer by Queue
  • Adding support for importing/exporting Standard Replies
  • Added support for specifying Queue icon
  • Added support for post chat survey (rating and comments)
  • Added Service-Now VA to get list of open tickets, create and update tickets
  • Updated Logs view to show statistics of incoming traffic from Azure Bot Framework and Slack channels
  • Manager can inject messages into a live conversation
  • Manager can assign chat to agents
  • Added support for 'Waiting for Reboot', Seeker can disconnect and rejoin the same session
  • Added support for 'ACW', after a session ends agents can complete after chat work. During this period they won't get chat notifications
  • Added support for file transfer between seeker and agents
  • Added support for 'Priority Pass', seekers can be assigned priority pass which allows them to route ahead of other waiting seekers
  • Chat can be transferred to different Queues