Learn about the new features and enhancements included in v2.4 of the SmartAssist application, released on April 16, 2023.
Ability to Enable/Disable Auto Conversation Summary
SmartAssist can automatically generate a summary of the conversation when it ends. The summary is added in the agent’s note section. However, admins can disable the automatic generation of the conversation summary.
When enabled, an automatically generated conversation summary is displayed in the Disposition & Notes section after an agent clicks the end conversation button. If disabled, the Disposition & Notes section is blank, and the agent can add notes and resolutions to close the conversation. Learn more.
Enhanced Search Experience for Conversation Logs
The search feature for the Conversation Logs dashboard is enhanced significantly to improve the overall search experience.
Key improvements:
- Search for keywords in both chats and call transcripts.
- Exclude AgentAssist Logs when searching the Transcripts.
- Complete matches receive the highest rank in the search results.
- The results where all single words of a phrase match have the next priority.
- The results where few words of a phrase match have the last priority.
- Ignore commonly used words like Articles, Pronouns, and Prepositions while matching. Learn more.
Skill Page Revamped
The skill page’s appearance is now revamped while retaining its features and functionality. Learn more.
Agent Transfer Setting Based on Matching Skills and Allow Agents to Modify Skills
- SmartAssist admins with access to Agent Settings permissions can modify Agent Transfer Settings.
- If the Skill Match setting is enabled, the system considers an agent’s skills when transferring an interaction to a queue.
- If the Allow Agents to Modify Skills setting is enabled, agents can modify the skills attached to an interaction during a transfer. Learn more.
API
Queue Size
This API allows users to view the number of conversations assigned to a queue, categorized by status. Users will have access to the following information:
- Queue Name
- Total number of waiting interactions by channel and language
- Total number of active interactions by channel and language
- Total number of agents assigned to the queue by status (Active, Busy, Offline)
- Maximum Wait Time (in the last 1 hour)
- Average Wait Time (in the last 1 hour). Learn more.
Agent Status Details API
This API shows the self-reported status (available, busy, away, etc.) in the given time interval. Learn more.
Import/Export Functionality for Specific Data
This API allows users to import/export functionality for the following data:
- Skills
- Queues
- Waiting Experience
- Standard Response. Learn more about Import functionality, Learn more about Export functionality.
Enhanced Historical Agent Status Summary
The Historical Agent Status Summary now shows all statuses and the start and end times of an agent’s status. Learn more.