Version 2.04 (October 13, 2015)
Main New Features:
- Added the ability to request a transcript from the web client
- Added an Exit Chat button for web client
- Added live queue statistics (Number of Seekers Connected, Agents Online, Average Wait time and Average Chat Duration) to Agent Dashboard
- Updated Manager Panel to contain seeker broadcasting options
- Updated Manager Panel to show agent status interval i.e. for how long they have been is current state (Active/Away/Offline)
- Updated Chime API to return count of available agents in a Queue
- Updated Chime grid paging feature to allow admins to specify page number to which they want to navigate
- New system level chart - Chat Details for One Day
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Added ability to e-mail status alerts and updates for critical conditions
- Queue logging out of XMPP server due to an error
- Queue losing XMPP IM service
- Queue losing XMPP 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
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We added a few new charts on the metrics of transferred chats
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System Level
- Transferred Chats by Queue
- Transferred Chats Over Time
- Transferred Chats Received by Queue
- Transferred Chats vs Incoming Chats Percent by Queue
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Queue Level
- Total Chats transferred by Agent
- Chat Statistics
- Chat Statistics for One Day
- Text Discovery
- Seeker by Email
- 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
- Charts and Reporting Updates
- Ability to search for chat history via seeker email address
- Provided UI to display the chat session conversation – via the session ID
- Enterprise database support (SQL Server, DB2)
- Scalability improvements (can scale to 30,000 conversations per day)
- New UI in all areas – with UI designed to easily grow with new features
- Completely new charting area and transparent access to information for admins, managers, and agents
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System Level
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