30-min Automated Exports
We are announcing the upcoming General Availability of a new 30-min frequency of our automated exports.
Survey provider change
Admin: Released Engage Surveys (General Availability)
Engage Surveys was previously only available to beta customers. It has now been released for all customers. Engage Surveys is a native Engage Digital survey tool.
Admin: Released SLA indicators for Customer & Agent perspective (General Availability)
Service level agreement (SLA) indicator settings are now configurable in Channel settings.
Admin: Added custom notification restrictions to exclude bots
Bots are excluded from receiving mail notifications.
Admin: Allowed bot deactivation when there is still an open intervention
Bots can now be deactivated even if it has open interventions. If a bot is deactivated with an open intervention, the intervention categories should change back to its fallback category and a fallback text will be displayed.
Admin: Improved and reordered toolbox for Engage Surveys forms
We reordered the Engage Survey forms toolbox for an improved user experience. Previously, the toolbox had separators.
Admin: Added Estimated wait time event for Channel SDK
We added the “estimated_wait_time” event in channel SDK. This means admins can configure the messaging queue update setting and have visibility on queuing updates.
Admin: Added export notification type to the new email notification alerts
We added a new notification type configurable in Notifications for automated export fails. If an admin has set up automated exports, they will be notified if there is an error.
Agent: Added display of eligible bot while re-assigning an intervention
If a bot meets all the prerequisites for an intervention, it’s now possible to transfer the intervention to that bot in the middle of a conversation.
Agent: Added display of eligible bot in task transfer
If a bot meets all the prerequisites for a task, it’s now possible to transfer the task to that bot in the middle of a conversation.
Agent: Added signature replacement in HTML Mode
We improved the user experience when adding a signature to a message. Previously, when an agent wants to change their signature, they need to erase the old one manually first otherwise the new signature will be added after the old one. This update makes sure the new signature replaces the old one.
Various improvements: Allowed real-time updates for thread categories
Any changes in thread categories are now displayed in real-time. For example, if a supervisor changes the thread’s categories, the agent will see the changes right away.