Agent can assign seeker Priority Pass which allows them to get routed ahead of regular waiting seekers in Queue
Priority Pass (2)
Added new chat window option 'Pick Another Request' which will assign the agent the longest waiting seeker
Pick Another Chat
Updated to open Chime Chats in separate chat window, regular chats will open in tabbed window as per user preference
Fixed Issue: In case of Sametime Client (2017 release) Chime plug-in screen shot option fails due to an API change
Fixed Issue: If agent is in more than 1 chat (2 or more) in a Queue and then they close one of the chat sessions
with the seeker in Queue by closing the chat window then their rest of the conversations with the same Queue also drop
Fixed Issue: In case of Sametime 9.0.1 (2017 release) invited agent should be able to dispose NWAY Chat window when using newer version of Sametime Client
Fixed Issue for: Sametime 9.0.1 (2017): If an agent is connected to more than 1 chat in a queue, and they close
one of the chat sessions with the seeker by closing the chat window, then the rest of the
conversations with that same queue also drop.
To address this issue, agents running Sametime 9.0.1 (2017) will see the following additional options
in their Sametime Chat Window (see screenshots below). These options will allow the agents to
end a chat with a seeker and close the chat window.
Ending a Seeker Chat (2)
Fixed Issue: At times back/save buttons under agents list in Queue properties were greyed out.
This prevented Managers from adding new agents to the Queue.
Added Seekers section under Queue level dashboard to allow Managers to view/edit Seeker records.
Managers can modify seeker profile and also associate Skill-Tags with seekers to enable Skill-Tag based routing.
When seekers come in they get routed to an agent having the matching Skill-Tags.
Grid paging and navigation enhancements
Seeker can be marked as VIP so they are routed ahead of other seekers in the Queue
Charting and Reporting
Queue level charts have been updated to support trend lines (showing target values for various metrics). Target values can be specified under Queue properties:
Target Chat Concurrency
Target Average Chat Duration
Under Queue properties Service levels can be defined for Answered (ASA – Wait times) and Abandoned chats (Wait times – after which seeker closed chat session). Service Level details are shown on:
Queue Level Text Analytics Chart – Chat Statistics
Installer for Chime Plug-in for IBM Sametime and Notes Client
Outages - In order to help notify, deflect, and track outage conditions, we have added the ability for managers and administrators to create outage notifications in Chime UI.
These outages are created within a queue and are displayed to the users when they enter the queue using our web client.
Outages are queue based, so different queues can have different outages.
Outages can be planned or unplanned
A planed outage can have a start time and an estimated stop time. The outage will be displayed to the seekers when that date and time is reached.
An unplanned outage will be displayed to the seekers as soon as the outage is configured.
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.
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.
Waiting for reboot messages are now Queue specific
Fixed Issue: In case of Active Directory environment, plug-in is unable to show Queue specific standard replies
New Web Client
Chime engine updates
Updated charts to show exact count of chat volumes instead of rounding them off
Adding support for 'Reviewer' role, which allows reviewer to access Queue level charts for Quality Assurance
Optimized Engine for Queues having more than 200 agents
All seeker and agent notification messages for ACW, New Message Notification and Waiting for
Reboot feature are now Queue specific and can be easily localized. Earlier these messages were common across all Queues
Fixed Issue: In case of MAC OSX Safari version 8.0.6 seeker received continuous beeping notifications