1. « What's New?
2. Version 2.08

Version 2.08 (April 20, 2017)

Main New Features:

• Features
  • Added HIP CHAT platform
  • HIP Chat Features
  • Added support for Hubot client
  • Added support for a text resource variable which will allow agents to view Skill Tags associated with the session before picking the chat
  • Skill Tag Text Resource
  • Text Resources for Pre-Chat extension are queue specific
  • Setting to prevent agents from removing skill tags
  • Removing Skill Tags
  • Skill tags now have a length limit of 2,000 characters
  • Skill Tag Length
  • Service Now ticket is created when seeker gets connected with agent
  • Documentation for creating the interview/VRU type interactions
• Charting and Reporting
  • Add Queue Level Report: Answered vs. Abandoned by Expert
  • Answered vs. Abandoned by Expert (Queue)
  • Add System Level Report: Answered vs. Abandoned by Expert
  • Answered vs. Abandoned by Expert (System)
  • Add Queue Level Chart: Answered Oldest Waiting Chat Percent By Agent
  • Answered Oldest Waiting Chat Percent By Agent (Queue)
  • Add Queue Level Chart: Answered vs Answered Oldest Waiting Chat Count By Agent
  • Answered vs Answered Oldest Waiting Chat Count By Agent (Queue)
  • Add Skill Tag column to Queue Level Text Analytics Report - All Chats
  • All Chats (Queue)
  • Add Skill Tag column to Queue Level Text Analytics Report - Abandoned Chats
  • Abandoned Chats (Queue)
  • Add Skill Tag column to Queue Level Text Analytics Report - Text Discovery
  • Text Discovery (Queue)
  • Add Skill Tag column to Queue Level Text Analytics Report - Agent Discovery
  • Agent Discovery (Queue)
  • Add Skill Tag column to Queue Level Text Analytics Report - Seeker By Email
  • Seeker By Email (Queue)

Bug Fixes:

• Some charts were not exporting all chart fields to the CSV
• Fixed various presence issues
• Fixed logging issue when seeker is active in two sessions
• Fixed issue where some reporting suffixed the skill tag to the question column
• Pre-chat Extension no longer has the 0 option hard-coded
• "Showing Data for Past 7 Days" is now much faster
• "All Chats for a Day" is now much faster