Release Notes v2.2

Updated on 27 Jun 2024
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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.	Enhance efficiency and effectiveness of customer interactions Reduce response times Deliver personalized assistance to the end users
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 - Chat Assignment and Routing.	Flexible and versatile assignment of chat requests to Live Agents Improve customer experience and operational efficiency Reduce the waiting time for users
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.	Enhance customer experience by quickly responding to end user queries Increase chat resolution rates and reduce response time Improve the productivity of Live Agents by providing quick access to pre-defined responses
Agent Summary in Live Agent Hub User persona: Analyst	Agent Summary automatically condenses and highlights key points of the ongoing chats being handled by Live Agents. This helps the Agents to quickly understand the context and essential information about the conversation. Note: Agent Summary is visible in the Live Agent Hub only when Copilot is enabled. For more information, refer Live Agent Chat Summary.	Save time and allow agents to respond more promptly to user inquiries Reduce the risk of errors in understanding user needs and concerns Deliver personalized 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: Chat Transfer Statistics Chat Transfer Reasons Chat Transfer Volume Trend Chat Transfer Reason by Agents Total time saved using Canned Responses Agent usage of Canned Responses LAT Trends widget For more information, refer Reports and Dashboard Widgets.	Measure the efficiency of Live Agents in handling user queries Assess the effectiveness of canned responses Gain insights into different chat transfer metrics and user engagement
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.	Ensures seamless interaction and personalized assistance Enhance user experience Speeds up issue resolution by gathering relevant information promptly
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.	Reduces waiting time and improves efficiency Ensures timely completion of the conversation Enhances user experience and satisfaction
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.	Improve user experience Greater customization capabilities within the incident management process
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.	Provides clear prompts for additional information, ensuring the user can refine their request Offers a direct link to log a ticket, simplifying the process when no relevant catalog is found
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.	Helps bridge the gap between the user's intent and Digital Agent's understanding Increased user engagement Helps in efficiently utilizing support resources by minimizing miscommunications
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.	Give Admins better control over user access and interactions Offer a user experience that is tailored to the specific needs
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.	Easier for users to access information Customize viewing experience that can be aligned with specific use cases

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