Release Notes v2.2

Updated on 18 Dec 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-peek 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
Quick Links User persona: End User	Quick Links are short, commonly used phrases that Digital Agent recognizes and displays to the end user to help with frequent ticketing topics for a specific customer. Note: Contact our support team to get Quick Links configured. For more information, refer Quick Links.	Refine Digital Agent responses to deliver better user experience More accurate responses and a higher likelihood of resolving the issue on the first attempt
Import Canned Responses - Golden Set User persona: Admin	Import and edit Canned Responses from a predefined Golden Set to the Workbench. The effortless selection and editing options allow you to customize Canned Responses as needed, while keeping unused Canned Responses available for later. For more information, refer Import Canned Responses.	Reduces the time and effort required to create and update Canned Responses Enhances productivity and ensures that responses are both accurate and consistent
Approval flow User persona: Analyst	Digital Agent allows you to efficiently manage tickets, enabling actions like approving, rejecting, referring, forwarding, or putting them on hold directly within the chat interface. For more information, refer Approval flow.	Reduces the need to navigate multiple interfaces Enables continuous ticket processing Streamlines ticket management by allowing instant actions
Capture User Feedback User persona: End user	Collect user feedback for critical conversations, such as after creating Service Requests or Incidents and after conversation with a Live Agent to gain valuable insights. For more information, refer Capture User Feedback.	Understand user pain points and preferences to deliver more intuitive user experience Feedback on ticket logging can highlight inefficiencies or areas for more effective resolutions

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 Adoption Report by Location Feedback Report Volume of Feedback widget Feedback Distribution 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
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
Truncated Canned Response snippet User persona: Admin	Lengthy snippets of Canned Responses get truncated with ellipses and displays the full content in a tooltip when hovered over. For more information, refer LAT Canned Responses.	Better readability and accessibility Clutter-free interface for better user experience
Loader in Reports User persona: Admin	There is a visual indicator in all the Reports that signifies the page or data is currently loading. For more information, refer Reports and Dashboard.	Ensures data is fully processed before any actions are taken Improves user experience by preventing interruptions during processing
Version based rendering of Reports and Dashboard widgets	The Reports and Dashboard widgets are rendered based on the version of the Digital Agent. For more information, refer Reports and Dashboard.	Allows older versions to display reports and widgets correctly, preventing issues with outdated interfaces Ensures users see data and layouts specific to the version they are using
Content type display in Conversation Reports User persona: Admin	Reports capture the content types like carousels, cards, or other interactive elements displayed in Digital Agent while in conversation with a user. For more information, refer Reports and Dashboard.	Detailed and diverse data analysis by including multiple content types Captures various content formats, ensuring no important information is overlooked
Unattended chat transfer message User persona: End user	Digital Agent notifies users when their request to transfer a chat to a human agent is not accepted because of the unavailability of the agent. Digital Agent displays a message informing the user and continues assisting with their queries. For more information, refer Live Agent Transfer.	Prevents frustration by clearly communicating when no human agent is available Keeps users informed about the status of their request, reducing uncertainty
Live Agent Abandon User persona: End user/Analyst	Digital Agent displays a message to the end user if the Live Agent disconnects due to internet issues, closing the Live Agent hub window, or the entire browser. For more information, refer Live Agent Transfer.	Users know the conversation has ended, avoiding uncertainty or frustration Signals a smooth transition of transferring the conversation to other available Live Agents

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