8-Nov-2024 Release Notes

New Features and Enhancements Enhanced Queue Settings and Workflow Automation Controls We’re excited to announce significant upgrades to both Queue Settings and Workflow Automation capabilities. These updates introduce advanced assignment strategies and prioritization features, empowering admins to control and automate processes more effectively across multiple messaging channels and workflows.

Queue Settings with New Assignment Strategies Key Features:

  1. New Agent Assignment Strategies

  • Fewest Assign: Automatically assigns incoming messages to the online agent with the fewest active message assignments and below maximum chat room capacity. This real-time balancing feature helps evenly distribute workloads.

  • Random: Randomly assigns messages to any available online agent who is not at maximum chat room capacity, providing a more randomized approach for message distribution.

  1. Enhanced Queue Setting Configuration Options

  • Admins can now configure queue settings by:

  • Entering a Queue Setting Name (mandatory)

  • Selecting an Emoticon for easier identification

  • Adding a Description (optional)

  • Choosing a Queue Manager and Queue Agents from the agent list

  • Selecting an assignment strategy from Round Robin, Fewest Assign, and Random

  1. Workflow Automation Integration

  • When workflow automation rules are set, the system will apply the chosen assignment strategy (Fewest Assign or Random) for any new messages that arrive, ensuring assignment rules are adhered to in real-time.

Workflow Automation Priority Controls Key Features:

  1. New "Hierarchy" Column and Tooltip in Workflow Automation Listing

  • A "Hierarchy" column has been added to the workflow automation listing, with an information tooltip that clarifies, "Top columns take higher priority when conditions are the same." This helps admins visually prioritize workflows.

  1. Arrow Controls for Adjusting Workflow Priority

  • The Hierarchy column includes four arrow controls for each workflow:

  • Up Arrow: Moves the workflow up by one position.

  • Up to Highest Arrow: Moves the workflow to the top.

  • Down Arrow: Moves the workflow down by one position.

  • Down to Lowest Arrow: Moves the workflow to the bottom.

  • Admins can adjust workflow order in real time, making it easy to define priority for workflows with overlapping conditions.

  1. Complementary Behavior with Specific Workflow Actions

  • Queue Assignment: When workflows with the same conditions are assigned to different queues, only the highest-priority workflow will run, after which the process stops, ensuring intended queue assignment.

  • Close Room: If a higher-priority workflow action is set to "Close Room," it will auto-close the chat room, preventing additional workflows with identical conditions from running.

  • Assign to One Agent: When workflows specify different agents for the same conditions, the system will run the highest-priority assignment (e.g., Agent A), then overwrite with the final assignment (e.g., Agent B) in the lowest-priority workflow, ensuring the last selected agent receives the message.

How to Access These New Features:

  • Queue Settings: Navigate to Settings > Queue Setting on the K-LINK dashboard to configure or update queue settings with the new assignment strategies.

  • Workflow Automation: Access Workflow Automation and use the Hierarchy column to set workflow priority using the arrow controls.

These updates are designed to improve your team's efficiency and control over message handling and workflow processes. Thank you for using our platform, and we look forward to your feedback!

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