Change Notes

Inhalt/Content

Version 12.31

Show agent’s name on chat bubbles of internal chat representations

The name of the chat agent is now visible in all chat bubbles that can be found in the supervisor and desk as long as no dynamic nickname getter is configured through the system parameter “chat.agent.nickname.getter”. The external contact still won’t see them anyways.

Version 12.30

Journey: Group by processes

A new checkbox in the journey tab shows the entries grouped by their process (youngest ticket of thread). If it is checked, only the top processes root tickets will be shown with an unfold option to see all related single tickets in the journey.

Extend WaitingResponseProvider

Two new parameters are created for defining automatic chat replies of running chats. One if the customer wrote the last message and the agent did not respond yet and one if the agent wrote the last message and the customer did not respond.
These are depending on a correctly defined Response-Provider with the class “com.novomind.chat.agent.plugin.WaitingResponseProvider”.
See RoutingConf. chat Parameter – novomind iAGENT Documentation for further Information.

Version 12.29

Content of machine readable attachments now searchable

The text of attachments of mails and chats will now be contained in the full-text-search index. So mails and chats can be found by searching for keywords that are only contained in their attachments.
To deactivate this additional functionality (maybe because of the increasing size of the SOLR full-text-index or for performance reasons) the systemparameter search.attachment.content can be set to false.

Fair Chat Distribution – Round Robin

The chat routing compares, how many chats each agent had in the last 15 minutes by default and then distributes the next chat to the agent who had the least chats in this time span as long as every agent had the same amount of chats.

Since this change, the 15 minutes default can be set to zero (Systemparameter chat.routing.chatSessionTimeframe = 0) so that the next chat will be distributed to the agent that closed his last chat the longest time ago. It is kind of a “round robin distribution”. Only the priority of the agents and the current amount of active chats will be considered for distribution.

Version 12.28

New restriction for the visibility of chats for agents

The restriction option “Journey: Only own requests” no longer only affects the journey, but also the chat dialogue of active chats at the agent.
If this option is activated, the agents are only allowed to see the chats for which they are or were the last person to edit the chat. This affects both the journey and the active chat dialogue. This means that agents can no longer view the entire previous communication with the customer, even in messenger chats – only the chat histories in which they were the last agent to be involved.

Version 12.27

Emoji picker – chat and mail editor in iAGENT Desk

In the Toolbar of HTML controls in iAGENT Desk editor there is a new Smiley Icon. This opens a selection dialogue for Emojis. It offers the most recently used Emojis as well as a search functionality. Because of several different Emoji libraries out there, some selected Emojis could look a little different on customer side.

Journey – Deeplink to search on clicking an entry

Beside of just unfolding an entry in the Journey tab, clicking directly on the id or process id opens the search with the clicked channel and ID so that more details to the journey entry can be seen in the search result.
The simple unfolding of entries in the journey for quick researches is still existing.

Version 12.26

Send Chat messages through ENTER

Via a configuration option in the iAGENT Supervisor System Settings->Chat, chat messages can now be sent by the agent with a simple ENTER. If a line break is to be set instead, this is possible via SHIFT-ENTER.

If this option is deactivated, the system behaves as before: Chat messages can then be sent via CTRL-S.

Better optical differentiation of messages that could not be delivered in Chat

If e.g. a Messenger response of the agent was too late (outside of the 24h limit), the message was flagged with an exclamation mark – but it was not clearly visible that there was a transmission error. Now the message is highlighted better so that everybody notices the circumstance directly.

Resubmission status was missing in the Chat-Status of Search in Desk and Supervisor

For the agents to easily find resubmitted chats, the search now offers the status “Resubmit”.

Chat: Hide assign Tags button when no tags are defined

If no tags are defined in the iAGENT System, the button to assign tags will not be displayed any more on the chat response editor.

Version 12.24

Automatic change to “not ready” after ignoring a chat possible

If an agent who is in mail processing mode does not accept a chat, this agent is not considered for further chats for a defined period of time. However, this circumstance could not be recognised on the user interface.
Now, for new iAGENT installations, the ready status is automatically set to “not ready”. If the separate status selection is active for the agent, this only affects his chat-readiness status, otherwise his overall readiness status.
For existing systems, the previous behaviour is NOT changed. However, if necessary, it can be changed to the new behaviour by setting a system parameter (see Supervisor-Manual).

Version 12.23

New languages for tickets and chats

The following languages have been added and can be used for communication with customers (ISO 639-1 code in brackets):

  • Hindi (hi)
  • Lao (lo)
  • Urdu (ur)
  • Bengali/ Bangla (bn)
  • Punjabi/ Panjabi (pa)
  • Filipino (tl)
  • Telugu (te)
  • Tamil (ta)

NOTE: For compatibility reasons only two letter codes are used, so “tl” instead of “fil” for Filipino.

Keep “chat-only” Agents always in Chat mode

A new parameter can prevent “chat-only” Agents from changing to Mail or Call modes. Applied to Agents who may process mails and chats, it keeps them in the Chat mode as long as they have an active chat.

New Chat view shows only System messages

So far a Chat Agent could choose between two view modes: Display only the actual messages (simple chat history) or include the system messages (detailed chat history). A new 3rd view mode displays only the system messages (system chat history).

Send Attachments in Chat using Drag & Drop

It is now possible to send attachments in chats by Drag & Drop or Copy & Paste them into the text editor. For Firefox users this approach is restricted for safety regulations. Only screenshots can be send using Copy & Paste in Firefox.

Version 12.22

Filter chats in search by language

In the Chats tab in the search, you can now filter by the language of the chats under More Filters.

Version 12.21

Find unaccepted and forwarded calls and chats of an agent

When filtering for a specific agent in Search, all calls and chats that this agent was involved in (also before closing) are now displayed. Under More filters, it is also possible to filter for calls or chats that an agent has forwarded or not accepted.

Hide system messages in chat history

A new button located in the top right corner of the chat history allows to choose between displaying a simple or detailed chat history in Desk and Supervisor. Messages that have not been sent by the customer, agent or a chatbot (system messages) will be hidden in simple chat history.

Version 12.20

Disable button to start audio or video chat

A new system parameter can be used to disable the button to initiate an audio or video call on the agent side.

Disable frontend and privacy consent for live chat

If only a single category is assigned to a chat frontend, the welcome screen can be disabled in the frontend configuration. If the welcome screen is enabled, it is also possible to set whether a check mark is required to agree to the privacy policy.

Send and end chat afterwards

The Send button gets a dropdown with another button to automatically end the chat after sending the message after a configured time has expired. However, if, for example, another message is received or sent or the chat is forwarded before the time expires, or if other changes are made to the chat (e.g. rerouting after changing tag or category assignments), the automatic termination will be cancelled.

Find active chats via search

Chats that are still active are now already included in the search results and thus also appear in the Journey.

Send attachments in chats by Drag & Drop

It is now possible to send attachments in chats by Drag & Drop and also by Copy & Paste into the text editor. Using Firefox this functionality is restricted to sending screenshots.

Version 12.19

100,000 characters allowed in chat messages

Text or HTML messages in chat are now truncated only after 100,000 characters. Longer messages are marked with a note in the chat history. Raw messages with longer content cannot be created (also indicated in the chat history).

Chatbot can check wait time before handing over to agents

If too many customers are already waiting to chat with an agent and the waiting time is likely to be too long, a chatbot can decide itself whether to hand over the chat to an agent, based on a threshold value for the expected waiting time.

Routing tags: In search and editable for agents

Routing tags are now also included in the advanced search in Desk and Supervisor. Existing tags can be searched for using a checkbox and a new column with the tags can be displayed in the results. The search for routing tags is possible for all new requests well as mails and chat requests that are up to three months old.
In addition, agents can also change the assignment to existing routing tags when editing a request. The Recategorize button has a dropdown for this purpose. Similar to recategorization, it allows the agent to choose whether to keep the ticket in process afterwards or redistribute it.

Version 12.18

Only HTML mode in agent response area for chat

The text (TXT) mode for the agent response editor in the Chat module has been removed and only HTML editor is available. In messenger chats, some text formatting buttons are not displayed, which would have no effect in chat (simple formatting such as bold or italics is possible). Text modules can also be used in HTML mode.

Central attachments and [ATTACH-FILE] tag in text modules available for chat

Central attachments can now be selected in Chat, too. In addition, the [ATTACH-FILE] tag can be used in text modules to send attachments in Chat.

Version 12.17

Chat frontend: Pushlinks, uploads and URL parameters are supported, and users can be blocked

The chat frontend now also supports push links, and users can upload files or images – either via a paperclip icon next to the edit field or via paste function (CTRL + V). Furthermore, URL parameters can be passed to chat properties. And eventually, an agent can now block a user – the latter will not notice the blocking in his frontend, but will not be routed to a new agent for the next 24 hours along with the message that no agent is available.

Set redistribution of chats on recategorization as default

If a chat is recategorized, the agent can select via checkbox whether the chat should also be redistributed (Route chat again). This check can now be preset by default in the supervisor via System Settings or a system parameter.

Aligning settings for privileged routing for chat and mail

As with mail, privileged routing now also takes into account settings like category, routing tag and language for chats, e.g. whether the category, the routing tag or the language should be ignored for privileged routing or not.

Version 12.16

Support for Youtube videos and Google Maps in the frontend

If URLs from Youtube or Google Maps are embedded in a tag, the associated videos or map sections can be played or viewed directly in the frontend.

Version 12.13

Position of agent’s video in a video chat can be saved

If the position of the agent’s video in a video chat – by default on the bottom right – is moved, this can now be saved by activating a system parameter. It will then permanently appear in the new position.

Version 12.12

“I’ll be back in 30s” – intermediate automatic responses when agent is busy

It is now possible to configure a chat text that will be sent to the customer automatically in the name of the agent, when the agent does not respond within the configurable time limit. The automatic message can be seen in the chat course. This will only happen when the agent is currently working on another chat. Otherwise the system assumes that the agent is just about to answer himself and suppresses this automatic reply to avoid confusion.

Version 12.8

Background image in video chat

For video chat, a background can now be set system-wide or per client, which is displayed behind the agent in the video chat. The background image can be activated by clicking the corresponding icon below the video preview.

Version 12.4

Better visual differentiation of live chats from messenger chats in the chat channel list

In order to make live chats, which are automatically delivered to the agent during an ongoing messenger chat processing, more noticeable to the agent, live chats are now displayed with a red chip “LIVECHAT” at the same place in the chat channel list where the messenger icons appear.
Live chats should be prioritized higher than messenger chats because there is a customer directly waiting for an answer on a chat frontend. Messenger chats, on the other hand, are only “semi-synchronous”, which means that there can be a certain amount of time between the dialog steps.

Version 12.3

Transparent availability status in chat “internal forward dialog”

In the chat forwarding dialog, “not ready” is displayed in brackets after the agent name if they are currently not ready for chat. This is important because chats can be forwarded internally to agents even though they are not ready for chats (it is therefore their responsibility to select colleagues for internal forwarding that are really ready).

Version 12.2

Notes for chats

Also for chats it is now possible to save notes permanently and only for authorized agents (chat category) to chats. This is especially helpful if, for example, a Messenger chat cannot be answered immediately and is put on resubmission. This way you can already store notes for later processing.

As in the Mail module, the notes are arranged in a separate tab that can be viewed while editing the chat. This tab is also visible via the search in the Desk and in the Supervisor.

In the Journey tab, the notes are also displayed on the chat. For this purpose, a notes icon is available on the far right of the chat entry. Notes are opened there in a separate dialog.

Version 12.0

New style

The new novomind-uniform style has also moved into the iAGENT Desk! Experience all novomind products in a uniform, modern design!

To make the changeover easier, the basic operating concept has remained the same, except for the tabs for the iAGENT modules, which have been moved to the left in the main menu bar.

Contact aggregation

Contacts are becoming more and more central in the context of the customer journey. Therefore, a lot of optimization has been done in this area:

  • All modules (call, mail, chat) got their own contact tab, on which the previously known contact options can be seen. In addition, new contact options can be added quickly and easily on the tabs. The system automatically ensures that no duplicates are created within a client: If a contact already exists in the same client with the newly entered contact option (e.g. phone number), the newly entered contact option is NOT created, but the other contact found is linked to the original one and the user is informed about it. On the tab, all contact possibilities of all contacts connected in this way are displayed collectively. Also the Customer Journey, which is displayed on the “Journey” tab, then contains all correspondences of all linked contacts together. The edit mask of the contact can be opened by clicking on the displayed ID.
  • The contact editing mask has been extended, namely by the following functionalities:
    • New tab “Linked contacts” shows all linked contacts. In addition, the tab offers the possibility to find other contacts via a search and link them to the contact. This is useful, for example, if you want to display a common journey across clients on the Mail/Call/Chat tabs or on the contact itself. In addition, accidentally linked contacts can be disconnected from each other again.
    • New tab: “Journey” shows the common customer journey of all linked contacts.

Routing Tags for Chats

Routing tags have been introduced to work with incoming chats. Either the tags may be initially set through a new parameter in the Chat REST API on opening a new live chat, or the chatbot that may be responding to inbound messenger chats has the ability to add and change tags before handing over the chat to a real agent.

Better delineation from previous chat histories.

In the chat history, a double dashed line delineated a currently running chat from older chat messages. These lines were very subtle and could be overseen when scrolling up quickly. Therefore, they now have an orange fill and literally jump out at you.