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Version 20211026.1

almost 3 years ago by Carl Vergara

Summary: Update Analytics Missed Chats section; address Triage Bot symptoms entry not clearing after selection

  1. Per customer feedback, updating the new Analytics Missed Chats section:

    • Update 'Missed Chats' heading to 'Live Chats' (i.e., chats that were assigned to a live chat agent)
    • Remove the 'Ended before agent assignment' metric
    • Add a new 'Agent Responded' metric (i.e., chats assigned to an Agent and the Agent was able to respond)
    • Replaced 'Assigned - ended in less than 10 seconds' description to 'Agent did not respond - ended in less than 10 seconds'
    • Replace 'Assigned - ended in 10 seconds or greater' description to 'Agent did not respond - ended in 10 seconds or greater'
    • Updated Live Chat agent download to reflect above changes

    Note: We will add 'ended before agent assignment' metrics and further breakdown in a future release

  2. Analytics Total Chats: Slight update to the count calculation for Chatbot only and Chatbot to agent metrics for accuracy

  3. Triage Bot: update multi-select/custom input control to clear out entered values after selection