30-April-2024 - Release Notes
🚀 April 2024 Release Notes
New Features
Auto Assign for Round Robin Chat Distribution:
Automatically distribute incoming chats among available agents based on their current workload and availability.
Ensure balanced distribution to avoid agent overload.
Real-time updates and notifications for agents.
Auto-Close Inactive Customer Conversations:
Automatically close conversations after a specific period of inactivity.
Send an automated closure message to customers before closing.
Update the conversation's disposition status to "Auto Resolved."
SLA Settings for Customer Support:
Set and manage Service Level Agreements (SLAs) for different types of customer inquiries.
Alerts and notifications for agents about approaching SLA deadlines.
Comprehensive reporting and analytics for SLA compliance.
After Call/Chat Work (ACW):
Automatically start a timer for ACW once a call or chat session ends.
Provide an interface for entering notes, scheduling follow-up tasks, and updating CRM records.
Track and report on ACW duration for efficiency improvements.
Improvement
Enhanced Workflow Automation:
Fix for retrieving missing contact info (name, email, address, phone) after running auto-assigned and auto-closed automation workflows.
Wrap Up Form Enhancements:
Bind notes, tags, and disposition in CX logs.
Retrieve note & tags from case log to wrap-up form for better synchronization.
Snippets Module:
Auto-select the first row in Use Snippets.
Add keyboard navigation (up/down arrow keys) and enter key event for selecting snippets.
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