Ability to search for chat history via seeker email address
Provided UI to display the chat session conversation – via the session ID
Other New Features and Changes Include:
Charts and Reporting Updates
Updated System Level Report - Total Chat Duration By Agent
Updated for report "Concurrent Chat Percentage by Agent" for both DB2 and SQL Server.
SQL Queries now determines if a chat is concurrent
Updated System Level Report - Average Chat Duration By Agent
Updated System Level Report - Average Chat Duration (with ACW) By Agent
Updated for System Level report "Average Chat Duration (Concurrent) by Agent" for both DB2 and SQL Server.
SQL Queries now determines if a chat is concurrent
Updated System Level Report - Total Chat Duration (with ACW) By Agent
Updated System Level Report - Average Chat Duration (Concurrent Chat Session) with ACW By Queue
Updates to System Level Report - Average Chat Duration (Concurrent Chat Session) without ACW By Queue
Updates to System Level Report for Admin Access - Average Chat Duration (Concurrent Chat Session) without ACW By Queue
Updates to System Level Report for Manager Access - Average Chat Duration (Concurrent Chat Session) without ACW By Queue
Updated System Level Report - Average Chat Duration (Concurrent Chat Session) without ACW By Queue
Updates to System Level Report for Admin Access - Concurrent Chat Percentage By Queue
Updates to System Level Report for Manager Access - Concurrent Chat Percentage By Queue
Updated System Level Report for Manager Access - Concurrent Chat Percentage By Queue
Updated interface to have following additional database calls:
To return agent total and average chat duration (with ACW) for concurrent chats
To return agent total and average chat duration (without ACW) for concurrent chats
To return data for chart - Abandoned Chat Percentage By Queue (System Level chart)
Updated for Allied Issue: Sending of seeker meta data is now customizable
Seeker Discovery Query is now functional
Expert Discovery Query is now functional
Updated Admin Controller and DB Services to read/write newly added settings
Updated Admin Settings Page and Chime JS to read/write settings
Updated Expert Dashboard to show Concurrent Chat - Total and Average Chat Duration with ACW
Added search field to get seeker/expert email address
Grid content/columns for new charts is now same as 'All Chats'
Renamed 'Seeker Discovery' to 'Seeker by Email' in drop down
Renamed label 'Select Chart' to 'Action:'
Bug Fixes:
Removed extra + symbol which was causing date to appear as [NaN]
Added date timestamp to queuemanager.css reference to prevent caching issue
Fixed Issue: A conversation is not marked as concurrent when agent picks up two chats at the same time
Rework webclient to include french translation in instructions modal
Update Monitoring Panel Online Expert Count to not include count of Managers that have 'No Chats' property enabled
Updated to show seeker wait time in Text Analytics Report
Fixed Issue: On Queue startup agents should be added with some delay as per Sametime Server policy to prevent a Queue logout
Fixed Issue: Managers are unable to pull System Level reports