Department-specific operating hours, notes, UX enhancements
Release date: 24 March 2021
NEW FEATURES
You can now configure operating hours specific to each individual department in your Chat Desk account. This allows you to align the support hours with the availability of your agents in their respective departments, ensuring that your end-users are always informed correctly when reaching out to you.
This feature is only supported for users who have integrated our Chat Flow solution to Chat Desk.
We have made a clear distinction between a new activity on an existing chat versus a brand new chat: New incoming chats display with a green background and a blue dot indicates new activity on an existing chat (this blue dot only appears on a chat card if you are on a different chat at the time a new message is received).
This enables agents to immediately distinguish between a response from an end-user they have already engaged with as opposed to a new chat that is assigned to them.
IMPROVEMENTS
Agents can now add notes to a chat at any time during a conversation with an end-user, as well as for closed chats and tickets. Previously, agents could only add notes when closing a conversation.
We have enabled a customer satisfaction (CSAT) rating per agent to illustrate to Supervisors how Agents are performing based on the feedback received via the CSAT surveys.
The CSAT ratings will only be applicable to the CSAT survey.
CSAT ratings per agent will only be presented if a survey has been activated on your Chat Desk account here.
BUG FIXES
The following issues have been resolved:
Chat window blurring after sending or receiving messages
Transfer list not updating with available agents
Blank screen appearing after a transfer is rejected
Incorrect agent name displayed for a rejected transfer
Inaccurate timestamp on notes
Ticket assignment to a department from the Supervisor desk as opposed to a specific agent
Agent disconnection issues
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