Release Notes

Current Production Builds:

Chime Version: 2.11

Agent Plugin: 1.0.62


Plugin 1.0.62 (April 18, 2017)

New Features and Updates:

  • Updated to support Sametime Client 9.0.1HF - Rich Client Hotfix Release - March 2017
  • Fixed Issue: In Embedded Notes Sametime Client at times users receive an error message prompt when seeker info panel is rendered

Version 2.11 (April 12, 2017)

Main New Features:

  • Chime Application
    • Added: Updated Queue scheduling feature to allow Queue to be available during multiple slots in a day (#1435)
      Queue Scheduling
    • Added: Managers can assign chats to agents via Queue Dashboard Manager panel (#1468)
      Assigning a Visitor
    • Added: Text resource variable: $agentmetatag and $seekermetatag which shows skill tags associated with a session (#1453)
      New Text Resources
    • Fixed Issue: At times Agent gets one additional concurrent chat then specified in settings (#1487)
    • Fixed Issue: ~ character created issues with hyperlinks when used in a conversation (#1495)
    • Fixed Issue: At times agent received an error message when they attempted to pick a chat from Manager Panel (#1462)
  • Charting and Reporting
    • NEW Conversation view shows seeker request routing cycle details (#1010)
      Seeker Routing History
    • NEW Added System Level Chart – Answered vs Abandoned By Expert (#1476)
      Answered vs Abandoned By Expert (System)
    • NEW Added Queue Level Chart – Answered vs Abandoned By Expert (#1477)
      Answered vs Abandoned By Expert (Queue)
    • NEW Added Queue Level Chart – Chat Performance By Session Tags (#1539)
      Chat Performance By Session Tags (Queue)
    • Added Admin setting to prevent agents from altering their skill tags (#1488)
      Altering Skill Tags
    • Allow Admins or Managers to add comments to a session (#1475)
      Adding Comments
    • Allow Admins or Managers to add tags to a session (#1459)
      Adding Session Tags
    • Updated Queue Level Text Analytics Reports to include session tags (#1465)
      Exported CSV's
    • Updated Queue Level Text Analytics Report – All Chats to export agent comments as CSV (#1521)
    • Updated Queue Level Text Analytics Report – Abandoned Chats to export agent comments as CSV (#1522)
    • Updated Queue Level Text Analytics Report – Agent Discovery to export agent comments as CSV (#1523)
    • Updated Queue Level Text Analytics Report – Text Discovery to export agent comments as CSV (#1524)
    • Updated Queue Level Text Analytics Report – Seeker By Email to export session tags as CSV (#1461)
    • Updated Queue Level Text Analytics Report – Seeker By Email to specify date range (#1452)
    • Updated Queue Level Text Analytics Report – Text Discovery to specify date range (#1450)
    • Updated Queue Level Text Analytics Report – Agent Discovery to export session tags as CSV (#1460)
    • Fixed Issue: CSV export is broken if seeker or expert ID has comma (#1458)

Version 2.09 (January 10, 2017)

Main New Features:

  • Chime Application
    • Added support for new routing type which enables - Route longest waiting seeker first
    • Added a Queue level option which will allow Queue to send incoming seeker request to agents which are 'In a Meeting' status
    • Updated Manager Panel to include Pick Visitor feature
    • Updated Manager Panel to allow managers to view live conversation text
    • Updated Manager Panel to allow managers to view seeker details (meta data)
    • Added helper methods which provide quick access to seeker/queue/agent properties to Groovy extension
  • Charting and Reporting
    • Updated chat conversation view to show routing cycle, meta-tags, agent comments and session attachments
    • Added option to export conversation and meta data to a text file (text format)
    • Added new Queue Level Text Analytics Report – Meta Tag Discovery to search and view chat sessions by meta tag

Plugin 1.0.61 (January 10, 2017)

New Features and Updates:

  • Optimized preference page user interface for Mac
  • Updated to not resize extension window if no size is specified

Version 2.08 (October 4, 2016)

Main New Features:

  • Chime Application
    • Fixed Issue: At times back/save buttons under agents list in Queue properties were greyed out. This prevented Managers from adding new agents to the Queue.
    • Added Seekers section under Queue level dashboard to allow Managers to view/edit Seeker records. Managers can modify seeker profile and also associate Skill-Tags with seekers to enable Skill-Tag based routing. When seekers come in they get routed to an agent having the matching Skill-Tags.
    • Grid paging and navigation enhancements
    • Seeker can be marked as VIP so they are routed ahead of other seekers in the Queue
  • Charting and Reporting
    • Queue level charts have been updated to support trend lines (showing target values for various metrics). Target values can be specified under Queue properties:
      1. Target ASA
      2. Target Chat Concurrency
      3. Target Average Chat Duration
    • Under Queue properties Service levels can be defined for Answered (ASA – Wait times) and Abandoned chats (Wait times – after which seeker closed chat session). Service Level details are shown on:
      1. System Dashboard
      2. Queue Level Text Analytics Chart – Chat Statistics
  • Plug-in
    • Installer for Chime Plug-in for IBM Sametime and Notes Client
  • Web Client
    • Updated to have responsive layout

Plugin 1.0.60 (October 4, 2016)

New Features and Updates:

  • Updated to support Sametime Client 9.0.1 - 20160829-2212
  • Updated to set default value of checkbox option "Enable Multiple Windows" to be false
  • Updated to set default path for debug log file to be under profile folder:
    For example: C:\Users\<username>\Chime\ChimePluginDebug.txt
  • Updated plug-in sync message to be:
    SUCCESS
    You are currently running version X. The server is running Version Y. Please check with your Chime Administrator.

Bug Fixes:

  • Fixed Issue: Version number label in the Preferences overlaps other fields

Version 2.07 (July 6, 2016)

Main New Features:

  • Chime Application
    • Updated Chime to support MySQL database along with Microsoft SQL Server and IBM DB2
    • Updated Agent My Dashboard to allow agents to enable/disable themselves in a Queue
      Enable/Disable
    • Updated to allow Seeker using Sametime Client to transfer files to agent
      Seeker File Transfer
    • Updated to allow a Manager to modify agent skill tags via Queue Dashboard
      Modify Skill Tags
    • Automated Chat transcript emails now contain following fields:
      • Seeker Name
      • Seeker Question
    • Updated Queue to log chat transcripts and dispatch them via email if Queue is outside of operating hours
    • Numerous minor UI/label caption updates
  • Charting and Reporting
  • Web Client

Version 2.06 (May 11, 2016)

Main New Features:

  • Outages - In order to help notify, deflect, and track outage conditions, we have added the ability for managers and administrators to create outage notifications in Chime UI. These outages are created within a queue and are displayed to the users when they enter the queue using our web client.
    1. Outages are queue based, so different queues can have different outages.
    2. Outages can be planned or unplanned
      • A planed outage can have a start time and an estimated stop time. The outage will be displayed to the seekers when that date and time is reached.
        Planned
      • An unplanned outage will be displayed to the seekers as soon as the outage is configured.
        Unplanned
    3. Outage Details
    4. We realize that during an outage, the volume of chats can increase dramatically. When an outage in listed in Chime, we try to reduce this by:
      • Displaying the queue outages to seeker at beginning of chat.
        Display in chat
      • Displaying the queue outages at a default or custom (per outage) interval.
        Set an interval
      • Seekers have the option to subscribe to individual outages to be notified when an outage is resolved.
        Subscribe
      • Seekers have the option to acknowledge that the outage is their problem and leave chat if they wish.
        Remain in chat
    5. Reports
      • New report – Deflected vs Answered - Displays percentage of chats that were deflected from outage
        Deflected vs Answered
      • New report – Number of Deflected Chats - Displays total number of chats that were deflected from outages
        Number of Deflected Chats
  • Post chat
    1. Added the ability to export the chat details after the session has ended.
      Chat Conversation
    2. Added the ability to email all chat conversations to a designated email address
      Email Chat
  • Agents
    1. Added the ability for agents to enable/disable themselves from a queue.
      Toggle availability
    2. Agent skill tags are now configurable at a queue level
      Agent skill tags
  • Misc.
    1. Date/Time formats in email transcripts are now configurable
    2. Ability to mark completed conversations with session tags (ex: 'Transfer to Call')
      Note & Tags
    3. Queue will now go into away mode when based on a schedule
  • Plugin 1.0.58
    1. Updated plugin version message to alert the end user if their version differs from the server version.
      Version Message

Bug Fixes:

  • Web Client – fixed issue where JSON post wasn't being made when using query string parameters
  • Web Client – Addressed URL custom parameter case issue
  • Web Client – fixed issue where popup window didn't open if URL parameter is missing
  • Added the ability to get seeker information to display in the Seeker context panel from seekers using a Sametime client
  • Fixed issue preventing messages from being sent in existing connected chats when the queue unavailable.
  • Fixed various issues when transfer dialog in plugin
  • Updated encryption for dispatcher's information.
  • File download URL updated for seekers that come in via Sametime client
  • Fixed issue: SeekerFirstName variable not rendering values at runtime

Version 2.05 (February 4, 2016)

Main New Features:

  • New queue routing option to route based on agent's skill tags
  • Updated to specify agent skill tags and define skill tags at system level
  • Agent skill tags are now displayed on the agent dashboard. Agents can associate additional skill tags.
  • Added new feature: "Chime Search Extension" which allows agents to lookup text from seeker chat window in an online Knowledge Base/CRM system. Requires Plugin 1.0.51+
  • An image can now be associated with an agent. Agents have the ability to upload their own image or can be added by an admin. The agent picture can optionally be shown on the web client. See web client updates.
  • Queue Dashboard now displays label with default values if Queue is offline i.e. when Routing Server is turned off
  • Queue Dashboard has been updated to show data for predefined intervals (6 hours, 1 day, 7 days)
  • Tracks expert status modified time and concurrent chat count (to show on Queue Manager Panel)
  • Added System Variables help page to Queue Text Resources Page
  • Agents are alerted if they are running an older version of the Chime plug-in
  • Agents can now download chat summary list as CSV from Agent My Dashboard
  • We have provided a new agent context panel that may be attached to the conversation when the agent receives a chat. The new panel is similar to the Chime for Lync panel and may be displayed using the following URL syntax.
    • URL Syntax: {ServerIP}/chime/Session/SessionTools + Parameter: ChatUNID
    • Example URL: http://174.129.244.84/chime/Session/SessionTools?ChatUNID=c0875605-7390-48e1-866d-d4f3a9af8802
    • New Agent Context Panel (5)
  • Allow sending of broadcast messages to seekers via Manager Panel
  • Optimizations to the Chime Queue Scheduler
  • Support for both plain text and HTML formatted email alerts
  • Updated to track/log user details accessing expert dashboard
  • Updated Engine REST Client for Queue syncing when Queue definition is saved
  • Increased height of Monitoring Panel to show more number of Queues without needing to scroll
  • Email subject for chat transcript is now configurable
  • Optimization: Prevent multiple bindings to chat history load, should limit number of HTTP requests to load chat history
  • Updated to not fetch admin settings from "Configure web client" tab
  • Updated XML feed to also contain Queue STID as retrieved via Directory Picker
  • Updated Queue edit and Admin settings dialog tooltip messages to be more useful
  • Web Client
    • Show agent image to seeker
    • Show seeker and agent text messages in different blocks
    • Display icon for agent typing status
    • Allow seeker to save and print chat transcript
    • Seeker can request chat transcript via email
    • Prevent seeker from sending messages if agent has disconnected
    • Updated to support specifying seeker meta data fields in the web client URL as query string
    • Web client screen shot
  • Charts and Metrics
    • Two new reports located under Queue » Charts and Metrics » Text Analytics
    • The Chat Statistics report (under Queue » Charts and Metrics » Text Analytics) now shows the grand total for each column
    • Added date picker to Agent Dashboard (Queue Level) to allow Managers to view data for a specific date
    • Updated Agent Dashboard to allow managers to export data as CSV for a specific agent
    • Updated to reset Queue Live Statistics under System Dashboard if the Queue Engine has been turned off

Bug Fixes:

  • We've fixed the following issues:
    • System Level Chart "Total Chat Duration (With ACW) by Agent" generates incorrect CSV
    • CSV export in Chat History section of the Agent Dashboard: If seeker question contains a ',' it breaks the format
    • CSV export is failing for System Level chart: "Total Chat Duration by Agents"
    • Seeker Wait time was being recorded incorrectly if seeker entered more details about his query while in waiting state
    • Agent Dashboard: Queue Live Statistics should not appear when "All Queues" is selected
    • If in command URL, '&' is used then it gets encoded into '&amp;'
    • $ (dollar sign) creates issue when used in Seeker Question
    • HTML characters in text resources get saved in encoded form in DB
    • Web Client tab does not appear when user is on Archived tab
    • Agent Leader Board on Queue Dashboard does not show agent chat duration
    • At times agent would become enabled again (if they changed their Sametime® Status) even though they have been disabled via the Manager Panel

Plugin 1.0.56 (February 4, 2016)

New Features and Updates:

  • Will now automatically resize the agent text area if text area is initially collapsed
  • Updated to display agent file upload notification when using the option send a screen shot
  • Added new feature: 'Chime Lookup' which allows agents to lookup text from seeker chat window in an online Knowledge Base/CRM system
  • Updated to use newer plug-in XML feed which contains Queue STID which allows 'Chime Lookup' feature to easily identify Queue chat windows
  • Updates to Seeker Information Panel sizing for Sametime® 9
  • Search variable has been renamed to !![SearchTextGoesHere]!!

Bug Fixes:

  • Fixed Issue: In case of manual mode ACW, ACW Icon state goes out of sync if user logs out.
  • Updated to hide current Queue name from chat transfer dialog
  • Updated to not send across file upload message to seeker. This appears as a duplicate message to seeker.
  • Updated screen capture dialog to remove the "Add" option. It worked same as "Send" option.
  • Fixed Issue: At times Chime Search Extension options appear in regular chat sessions
  • Fixed Issue: At times the plug-in was submitting HTML for selected text instead of plain text for Chime keyword search/lookup extension
  • Fixed Issue: If a user is using multiple monitors then at times chat window extensions did not open up on same monitor running the Chime chat window

Plugin 1.0.45 (October 26, 2015)

Bug Fixes:

  • Addressed the continuous flashing issue encountered when there are tabbed chats

Plugin 1.0.44 (October 15, 2015)

Main New Features:

  • URLs will open in new IE browser instance (instead of a browser tab)
  • Updated the message which will be displayed to the agent if they are running an incompatible version of plug-in
  • Added check to notify agent if they have a incompatible version of plug-in

Bug Fixes:

  • Fixes continuous flashing issue
  • Fixed issue: Opening new windows in Sametime® for ALL users, not just ones that originate from Queues
  • No longer shows plug-in mismatch message if Chime Server does not supports this feature

Version 2.04 (September 23, 2015)

Main New Features:

  • Added the ability to request a transcript from the web client
  • Added an Exit Chat button for web client
  • Added live queue statistics (Number of Seekers Connected, Agents Online, Average Wait time and Average Chat Duration) to Agent Dashboard
  • Updated Manager Panel to contain seeker broadcasting options
  • Updated Manager Panel to show agent status interval i.e. for how long they have been is current state (Active/Away/Offline)
  • Updated Chime API to return count of available agents in a Queue
  • Updated Chime grid paging feature to allow admins to specify page number to which they want to navigate
  • Includes !!cmd text as a system variables
    • Command Chat Window Extension - launches configured url below Sametime® chat window
    • Command Launch Browser - launches new browser window with configured url
    • Command Show Toast Notification - launches standard Sametime® toast notification
  • New system level chart - Chat Details for One Day

Plugin 1.0.40 (September 23, 2015)

Main New Features:

  • Added the ability to take a screen shot and automatically upload it to the seeker
    • File names will have the time stamp appended to it to keep the names unique
  • Moved toast option from Preferences page to Text Resources
  • Updated to notify and direct user to plug-in preferences page if URL to Chime instance is not specified

Version 2.03 (August 11, 2015)

Main New Features:

  • Added ability to e-mail status alerts and updates for critical conditions
    • Queue logging out of Sametime® server due to an error
    • Queue losing Sametime® IM service
    • Queue losing Sametime® Watch List/Presence service
    • Failure to log a chat conversation (DB Connection failure)
    • Failure to start a Queue
  • Broadcast routing method - notify all agents in a queue of in inbound request simultaneously
  • Queue Scheduling - set a schedule for your queues to turn on or go offline
  • Seeker name can be displayed to agent (configurable)
  • Web Client window is now resizable
  • In the web client, we added an error message to be displayed if the seeker doesn't enter any info in the pre-chat form
  • In case of transferred chats, chat view shows conversation text from both the originating Queue and destination Queue
  • Updated Directory Picker to fetch agent email address
  • 'Your current status is enabled' is now a customizable text resource
  • We've added more customizable text resources, including plug-in messages
  • Support for multiple languages in text resources
  • Support for multiple languages in the web client
  • Agent dashboard now includes metrics for single instance and concurrent chat conversations
  • We added a few new charts on the metrics of transferred chats
    • System Level
      • Transferred Chats by Queue
      • Transferred Chats Over Time
      • Transferred Chats Received by Queue
      • Transferred Chats vs Incoming Chats Percent by Queue
    • Queue Level
      • Total Chats transferred by Agent
      • Chat Statistics
      • Chat Statistics for One Day
      • Text Discovery
      • Seeker by Email

Bug Fixes:

  • Fixed Issue: In case of a few LDAP environments, Agent first name/last name contained CN prefix

Plugin 1.0.37 (August 11, 2015)

Main New Features:

  • Added a new icon to refresh to all agents to manually refresh settings from server without needing to go into Sametime® Preferences
  • Added support for following plug-in commands which can be added to agent text resources in a Queue definition:
    • To launch a URL: !!cmd_launch_browser_[ URL Goes Here ]_!!cmd_launch_browser
    • To show a toast notification: !!cmd_toast_[ Message Goes Here ]_!!cmd_toast
    • To open a URL as a chat window extension: !!cmd_attach_browser_below_[ URL Goes Here ]_!!cmd_attach_browser_below

Bug Fixes:

  • File upload message no longer appears twice on seeker side
  • Fixed Issue: Uploaded filename was logging incorrectly in the database if its localized in Japanese/Chinese
  • Fixed Issue: Uploaded filename appears incorrectly if its localized in Japanese/Chinese

Version 2.02 (May 27, 2015)

Main New Features:

  • New Agent Plugin 1.0.29
    • Details:
      • Waiting for reboot messages are now Queue specific
      • Fixed Issue: In case of Active Directory environment, plug-in is unable to show Queue specific standard replies
  • New Web Client
  • Chime engine updates
  • Updated charts to show exact count of chat volumes instead of rounding them off
  • Adding support for 'Reviewer' role, which allows reviewer to access Queue level charts for Quality Assurance
  • Optimized Engine for Queues having more than 200 agents

Bug Fixes:

  • All seeker and agent notification messages for ACW, New Message Notification and Waiting for Reboot feature are now Queue specific and can be easily localized. Earlier these messages were common across all Queues
  • Fixed Issue: In case of MAC OSX Safari version 8.0.6 seeker received continuous beeping notifications

Plugin 1.0.27 (May 7, 2015)

Bug Fixes:

  • Fixed Issue: In case of Queue Ids having LDAP format, standard replies were failing to show up in agent chat window

Version 2.01 (April 7, 2015)

Main New Features:

  • Charts and Reporting Updates
  • Ability to search for chat history via seeker email address
  • Provided UI to display the chat session conversation – via the session ID

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

Plugin 1.0.25 (February 18, 2015)

Bug Fixes:

  • Fixed Issue: The Helpdesk agent chat window does not flashes if chat window has been idle for "2" minutes (120 seconds)

Plugin 1.0.24 (February 13, 2015)

Bug Fixes:

  • Logs time stamps when Information Panel loading starts and finishes
  • Updates to file transfer feature to show file download link in-line on Windows (so that the plug-in behavior is consistent between Windows and Linux)
  • Fixed Issue: At times plug-in fails to load up Seeker Information Panel
  • Fixed Issue: File Download Link appears incorrect in agent chat window if file name has "_" character

Plugin 1.0.23 (February 3, 2015)

Bug Fixes:

  • Fixed Linux Issue: Agents are now able to modify a Canned Message selected using Chime Plug-in drop-down menu

Plugin 1.0.22 (January 12, 2015)

Bug Fixes:

  • Fixed issue with not being able to disable ACW after enabling ACW when user is in two concurrent chats
  • In Linux, focus is now set to text area when user uses ACW option in chat window

Plugin 1.0.19 (December 18, 2014)

Main New Features:

  • Agents can now send files to the seeker

Bug Fixes:

  • Fixed Seeker Information Panel not showing data when Queue STID is different from Queue Username

Version 2.0 (December 2, 2014)

Main New Features:

  • Enterprise database support (SQL Server, DB2)
  • Scalability improvements (can scale to 30,000 conversations per day)
  • New UI in all areas – with UI designed to easily grow with new features
  • Completely new charting area and transparent access to information for admins, managers, and agents
  • Other New Features of Chime 2.0