15-Feb-2025 Release Notes

Release Note: Agent Takeover Bot Chat Room New Features & Enhancements 1. Introduction of "Bot Assigned" Folder in the Inbox Module

• A dedicated "Bot assigned" folder is now available under the "Hold" folder in the inbox module.

• This folder provides agents with quick access to bot-assigned chat rooms.

2. Filter Options for Bot-Assigned Chats

• A new filter option labeled "All bot" has been introduced.

• Agents can now select specific bots from a dropdown to filter bot-assigned chat rooms.

3. Improved Chat Room Management

• Clicking on a chat room within the "Bot assigned" folder now opens chat details, allowing agents to view the conversation between the bot and the customer.

4. New Assignment Features

• "Assign to other": Allows agents to assign a bot chat room to another agent by selecting from a list of available agents.

• "Assign to me" Button: Enables agents to take over a bot chat room and manage the conversation themselves.

5. Automated Logging of Assignments

• When an agent takes over a chat, the system will automatically record an activity log entry:

  • "Self-assigned by [Agent Name] on 31 January 2025 at 2:09 PM"

  • "Assigned to [Agent Name] on 31 January 2025 at 2:08 PM"

• Assigned chat rooms are moved from the "Bot assigned" folder to the "All opened" folder upon reassignment.

6. Bot Handling Cases in Analytics Dashboard

• Bot handling case counts have been added to the Analytics Dashboard.

• This feature displays all bot-handled cases for each chat room, providing better insights into bot performance and usage.

Impact & Benefits

• Streamlined chat room management for agents.

• Improved efficiency in handling bot-assigned conversations.

• Enhanced tracking and logging for accountability.

For any issues or feedback, please contact the support team.