Release Notes v2.3

• Ensure a smoother transition back into the conversation

• Alerts the agent immediately, allowing for a quicker response to reconnect

Multi Language Support

User Persona: End User / Analyst

Multi Language Support on the Chatbot for End Users to change the Language accordingly and converse with Bot. This is available for Analysts on the Agent Hub to use the Multi-Language functionality to converse with End Users.

For more information, refer Live Agent Transfer.

• Provides salability where the languages can be added or deleted from the list
  

• Easy communication between End Users and Analysts.

Shift Schedule Timing

User Persona: End User

Digital Agent is configured to notify End User about the availability of Live Agent with a custom message on the Work Timings during off business hours and holidays.

For more information, refer Live Agent Transfer.

• Users informed about the availability of Live Agent
  

• Flexibility to create custom message to inform the user

Server-based date Filtering

User persona: Admin

The date filter in Reports and Dashboard widgets functions independently of the user's local system time, retrieving time directly from the server.

For more information, refer Reports and Dashboard.

• Prevents discrepancies caused by varying local system time

• Ensures consistent data display across all users, regardless of time zone differences

Customize Conversation Report

User persona: Admin

Customize the displayed columns by clicking an icon to add or modify them. By default, the report includes five fixed columns that cannot be removed. Additionally, users have the option to add four more columns to enhance the report's detail and relevance.

For more information, refer Reports and Dashboard.

• Provides flexibility in data presentation to meet specific user needs

  
  

• Maintains essential default columns, ensuring critical information is always visible

Duration display with Analyst Data in LAT Report

User persona: Admin

In the Live Agent Transfer report, the Duration column is populated only when there is a corresponding entry in the Analyst Name column. If the Analyst Name column is empty, the Duration column also remains empty.

For more information, refer Reports and Dashboard.

• Reduces confusion by preventing empty duration entries when no analyst is assigned

• Enhances data accuracy by ensuring that duration values correspond to actual analyst activities

Notification in Canned Responses

User persona: Admin

When a user accesses the main screen of Canned Responses for the first time, a notification pop-up is displayed. Additionally, any new Canned Responses added to the Golden Set are highlighted within that set.

For more information, refer LAT - Canned Responses.

• Increases visibility of newly added Canned Responses, ensuring users are aware of the latest options

• Promotes efficient usage of the Golden Set by drawing attention to new additions

Time zone filter relocated to date column

User persona: Admin

Time zone filter is located in the Date column, consolidating date and time settings for a streamlined user experience.

For more information, refer Reports and Dashboard.

• Streamlines data filtering, helping users quickly find relevant information

• Creates a more intuitive experience, especially for users managing time-sensitive data

  
  

Enhanced tags display with tooltip

User persona: Admin

Maximum of three tags are displayed in the Canned Responses main page. If more than three tags exist, the additional tags are shown in a tooltip when hovered over.

For more information, refer LAT - Canned Responses.

• Provides quick access to additional tags through a hover tooltip

  
  

• Keeps the Canned Response main screen concise and easy to read by displaying up to three tags

Unsaved changes alert for additional column selection in Conversation Report

User persona: Admin

A confirmation message is displayed when you click Cancel after selecting additional columns in the Conversation Report column filter.

For more information, refer Reports and Dashboard.

• Enhances user control by providing a clear option to review or discard changes

  
  

• Reduces the risk of losing unsaved changes by prompting for confirmation

Feedback Reasons Breakdown widget

User persona: Admin

Feedback Reasons Breakdown widget displays breakdown of additional reasons submitted by the user after providing Poor feedback.

For more information, refer Reports and Dashboard.

• Provides a detailed view of reasons behind poor feedback for better analysis

• Helps identify specific areas for improvement based on user input

Enhanced Feedback Report with conversation details

User persona: Admin

Feedback report includes complete details of the conversation during the feedback flow.

For more information, refer Reports and Dashboard.

• Enables a better understanding of the context behind the feedback provided

• Helps identify specific conversation points that influenced the user's feedback

Filter for Attended and Unattended Live Agent Transfers

User persona: Admin

LAT filter allows to view Live Agent Report based on whether the chat transfers were attended or unattended by Live Agents.

For more information, refer Reports and Dashboard.

• Helps analyze agent performance by filtering attended interactions

• Improves reporting accuracy by categorizing conversations based on agent involvement

Customizable pagination for Conversation and Live Agent Report

User persona: Admin

Select the number of records to be displayed on a single page in Conversation and Live Agent Report. There is an option to directly navigate to any specific page.

For more information, refer Reports and Dashboard.

• Flexibility in choosing the number of records to display per page

• Improves data accessibility and management for large datasets

Loader in Dashboard widgets

User persona: Admin

There is a visual indicator in all Dashboard widgets that signifies the page or data is currently loading.

For more information, refer Reports and Dashboard.

• Improves user experience by preventing interruptions during processing

• Ensures data is fully processed before any actions are taken

Time Zone filter in Reports

User persona: Admin

Time Zone filter in Reports allows to adjust the time zone with changes reflecting across all the Reports consistently.

For more information, refer Reports and Dashboard.

• Reduces manual updates by synchronizing time zone changes automatically

  
  

• Enhances accuracy by aligning all Reports to the same time zone