New Features and Improvement

🚀 April 2024 Release Notes

New Features

1. 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.

2. 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."

3. 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.

4. 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

1. Enhanced Workflow Automation:

   • Fix for retrieving missing contact info (name, email, address, phone) after running auto-assigned and auto-closed automation workflows.

2. 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.

3. Snippets Module:

   • Auto-select the first row in Use Snippets.

   • Add keyboard navigation (up/down arrow keys) and enter key event for selecting snippets.