Features

Essentials

• • Visual IVA usability updates
  • Export workflow available from Services→Manage page

Portal

• • Agent login available for portal with restricted access.

Platform

• • Automatic social media input throttling to protect customers against public viral events
  • RouteClose system workflow added. Allows actions to be taken when routing times out or is canceled.
  • Channel based timeout settings
  • Route cancel capabilities to cancel a queued item through the workflow.
  • New survey message type enabling reporting data injection when used.
  • Maintain customer.session.* variables across intent matches

Integrations

• • Inbound social media interaction throttling to protect against exponential growth situations
  • Support for social media buttons/menus in Messenger and Twitter DM
  • Initial Oracle Service Cloud chat support
  • Avaya Oceana Chat and Social API support

Agent Client

• • Show link to top level media link when customer comments on a media only post
  • Search box will search in all the business identity fields
  • End client session on a logout and clean up all active session information
  • Updated branding icons, login, and images.

Customer Client

• • Added X for close functionality to immediately close the session when customer selects the X icon.
  • Updated branding icons and images.

AI / Dashboard / Analytics

• • Standardize default dashboards and link to 3 Admin menus: Dashboard, Statusboard, Businessboard
  • Sessions based counting in all dashboards
  • AI Training phrases may now include entities in the phrase
  • AI Learning has disposition function and merge of duplicates for better supervised learning management
  • AI Intent map allows delete intent, number of intents listed, and additional summarized information
  • Spellcheck and language ID improvements for OneBot
  • Outbound notifications sent panel available for Businessboard
  • Hourly average chat queue wait time panel available for Dashboard
  • Update workflow analytics report to show node labels
  • Updated training phrase samples for sample domains

Documentation

• • Dashboard documentation
  • Branding update

Bug Fixes

• • Max chat threshold never met after reaching for the first time.
  • Text IVA entry tag for deploy sometimes returns empty link
  • Encoding issue with Hindi language training phrases
  • Customer connected to agent message missing in 2nd customer session
  • Delete of welcome or fallback flows will return to default system flows
  • Reset media caching when updating an existing media file.
  • Chat history not displayed when email address of customer is incorrect
  • Problems with search for provider portal dropdowns
  • longer tweets not properly displayed on agent desktop