- 02 Sep 2024
- 3 Minutes to read
- Print
- PDF
Release Notes v2.2
- Updated on 02 Sep 2024
- 3 Minutes to read
- Print
- PDF
What's New?
Digital Agent v2.2 Release Notes provides new feature details, feature enhancements and fixes to known issues in the current release. Many of these new features are incorporated based on customer feedback and inputs. We thank you for your valuable feedback and time.
Highlights
Discover the highlighting features of Digital Agent v2.2 Release!
New Features
The following section provides a sneak-peak of the new features introduced in this release:
Feature Name | Feature Description | Benefits |
---|---|---|
LAT - Chat Transfer User persona: Admin/Analyst | Live Agents have the flexibility to transfer ongoing chats to other Live Agents with appropriate skills/expertise, or to the queue. They can also mention the reason for transferring the chat while initiating the chat transfer process. For more information, refer LAT - Chat Transfer. |
|
LAT - Chat Assignment and Routing User persona: Admin/Analyst | Chat Assignment & Routing feature in Digital Agent provides the functionality to broadcast the live agent chat transfer requests to all the Live Agents or automatically assign them to the Live Agents. The decision between broadcast and auto assignment relies on the requirements and goals of the organization. For more information, refer |
|
LAT - Canned Responses User persona: Admin/Analyst | Canned Responses is a repository of pre-defined responses readily available for Live Agents to utilize while they chat with the end users. This streamlines the process of addressing common queries or issues. For more information, refer LAT - Canned Responses. |
|
Feature Enhancements
The following section provides a sneak-peak of the feature enhancements done in this release:
Feature Enhancement | Description | Benefits |
---|---|---|
Reports and Dashboard Widgets User persona: Admin | Following widgets are added/enhanced in the Reports & Dashboard that improve monitoring and analysis of the performance of Digital Agent:
For more information, refer Reports and Dashboard Widgets. |
|
Open Q&A User persona: End user | Digital Agent proactively engages users with an open-ended question, triggered either by a user-initiated reset action or after any input. For more information, refer Create tickets. |
|
Timeout functionality User persona: End user | Digital Agent detects inactivity during a conversation and displays a message to re-engage the user, helping to maintain productivity and ensuring timely responses. For more information, refer Create tickets. |
|
Web link for Incident creation User persona: End user | Provide a redirection link to the web application in chat response from Digital Agent for logging an incident for a specific tenant. To enable this configuration, please connect with the support team. For more information, refer Create tickets. |
|
Relevant catalog not found User persona: End user | If Digital Agent cannot find a relevant catalog while the end user is trying to log a ticket, it prompts the user to provide more information. Alternatively, it displays a message with a link for the user to log the ticket manually. For more information, refer Create tickets. |
|
None intent flow User persona: End user | Digital Agent features a functionality where, if it doesn't understand the user input and lacks relevant help information, it prompts the user to provide more details or rephrase the question. For more information, refer Create tickets. |
|
Different UI for restricted user User persona: Admin | Configure to display a different chat container UI for restricted users, ensuring they see a tailored interface with limited features and access. To configure a different UI for restricted users, connect with our support team. |
|
Customize display of Knowledge Article in the chat response User persona: Admin | Configure to display Read More link in the Knowledge Article to either open the Knowledge Article in a new tab or display the Knowledge Article in a slider format. To customize the view of Read More link in Knowledge Article, connect with our support team. |
|