Features

Essentials

• • Update manage page icons, provide quick link access on manage page through a single icon

Portal

• • Expand supervisor portal search options to date, text, agent, business identity
  • Branding page improvements for font, colors, and a new preview function.
  • Updated Terms of service and privacy policy links

Platform

• • Prevent re-queue of sessions when duplicate route nodes are invoked.

Integrations

• • 3rd party contact center integration improvements for routing and retry.
  • Include a session launch URL for a 3rd party route request
  • Detect and display URL content in text interactions (chat and social)
  • Twitter reply scope is limited to the author of mentions
  • Instagram processing of multiple shared images, enable agent access to the first one.

Agent Client

• • Automatic retry on display of session data if there is an error detected.
  • Add a “next>>” button to show bot conversation in the session that occurred during route queue time with customer.
  • For Twitter content provide messages indicated deleted tweets and protected tweets to the agent

Customer Client

• • Update the name of the browser tab to be the provider name

AI / Dashboard / Analytics

• • Add name of intent map to the training phrase screen
  • Update new Statusboard with remaining metrics from older Statusboard
  • Increase training runs for OneBot to produce higher quality models

Bug Fixes

• • Two way messaging prompts were not formatted correctly
  • Customer client improperly refreshed for some notification types
  • Agent styling with new default branding is not applied to search result sessions.
  • Missing some info messages in social media interactions, remove empty hidden messages
  • allow -,_ in uploaded filename, improve the error messages.
  • Concierge file upload errors due to authentication issues.
  • Facebook messenger file upload problems.
  • End session for 3rd party routed sessions missing if customer doesn’t type during agent session.