Release Notes - AI Chat for Enterprise

Version: 2024.8.26.2419 (August 27, 2024)

Details:

Updated Feature(s): ChimeV5.Pipeline.FAQLookup, ChimeV5.Core.Abstractions, Chimev5.Pipeline.BossDeskTickets, ChimeV5.Pipeline.CherwellCreateTicket, ChimeV5.Pipeline.CherwellTickets, ChimeV5.Pipeline.ConnectToAgents, ChimeV5.Pipeline.ConnectToAgentWithEscalation, ChimeV5.Pipeline.InvgateCreateTicket, ChimeV5.Pipeline.InvgateTickets, ChimeV5.Pipeline.JIRACreateTicket, ChimeV5.Pipeline.JIRATickets, ChimeV5.Pipeline.KeyPhraseExstraction, ChimeV5.Pipeline.ScriptChoice, ChimeV5.Pipeline.SendEmail, ChimeV5.Pipeline.SendText, ChimeV5.Pipeline.ServiceNowCreateTicket, ChimeV5.Pipeline.SolarwindsCreateTicket, ChimeV5.Pipeline.SolarwindsTickets, ChimeV5.Pipeline.ChimeV5.Ticketing.JIRA, ChimeV5.Reporting.AdditionalReports, OrchardCore.Cms.Web, ChimeV5.Reporting, ChimeV5.AgentUI, ChimeV5.Reporting.Tests, ChimeV5.BotEndpoint, ChimeV5.ChimeTenant, ChimeV5.TenantRepository, ChimeV5.AI.PromptLibrary, ChimeV5.FeaturedContent, ChimeV5.Pipeline.FAQLookup, ChimeV5.ProblemTags, ChimeV5.UI.ManagerDashboard, ChimeV5.SessionStorage.Orchard, ChimeV5.AdaptiveCards, ChimeV5.FAQ, ChimeV5.OrchardUtils, ChimeV5.Outages, ChimeV5.Pages, ChimeV5.StandardReplies, ChimeV5.UsefulNotes, ChimeV5.Pipelines, ChimeV5.UI.ChatHistory, ChimeV5.UI.ManagerContent

• Update: Simulate FAQ Search - Updated test FAQ Lookup UI and rendering in manager dashboard and CSS for better overflow/scrolling. (Image)

• Update: Ticketing/Connect To Agent - Added updates to prevent double-exiting chat states (Ticket #5494).

• Update: Reports - Added 'Agent List' category and associated reports (Ticket #5502). (Image)

• Update: Report Datasets Help Page - Updated pathing for images (Ticket #5500). (Image)

• Update: Agent Dashboard UI - Added date to active chat list. (Image)

• Update: Reporting UI - Updated the report selection dropdown to a max-width of 300px. (Image)

• Update: Reports - Added 'ASA - Average Speed To Answer - By Agent (Bar)' report and updated reports to include "Off Hours' deflection metadata (Ticket #5496). (Image) (Image)

• Added: Reporting Help Pages - Added help pages for reporting metrics and report datasets. (Image)

• Update: Report Definitions UI - Combined the default chart options for a report with the report definitions option (Ticket #5489).

• Update: Adaptive Card - Updated handling of card submissions after the chat has ended (Ticket #5473).

• Update: Manager Reporting UI - Added search input in the chat history table and updated the default result entries set to 50. (Image)

• Update: JavaScript Methods - Added JavaScript wrapper deflection methods (Ticket #5493):

  • markDeflected(true/false);

  • markDeflectedByTicketListing();

  • markDeflectedByTicketCreation();

  • markDeflectedByOutageDisplay();

  • markDeflectedByOffHours();

  • markDeflectedByFaqLookup();

  • markDeflectedByAIAssist();

  • markDeflectedByCustom(reason);

• Update: JavaScript Pipeline - Refactored to reduce the number of reloads on the agent UI/session details page (Ticket #5493).

• Update: Manager Dashboard UI - Updated manager dashboard sidebar menu. (Image)

• Update: Agent Web Client UI - Removed empty space from guest question.

• Update: Reports - Updated recipe definitions for 'Basic Details (Table)' report to use timespan and other report Total Seconds formatting (Ticket #5482): (Image)

  • Basic Details (Table) (Image)

  • Chats By Azure Lookup Keywords (Bar)

  • Chats By Azure Lookup Language (Bar)

  • Chats by Locale (Pie)

  • Chats Inbound (Doughnut)

  • Connected Inbound Chats (Bar)

  • Connected To Agent By Date (Bar)

  • Conversations By Agent (Bar)

  • Inbound Over Time (Line)

  • Inbound vs Connected Chats By Date (Bar)

  • Most Common Keywords (Pie)

  • Number of Inbound Chats Date (Bar)

  • Web Vs Teams Chats (Doughnut)

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