This release note covers all functionality improvements and additions introduced in SmartAssist v2.2.
v2.2 December 10, 2022
Minor Release
The following are some of the key features included in this release:
| FEATURE | ENHANCEMENT |
|---|---|
| AGENT CONSOLE | |
| Transfer a Conversation to Another Queue | In addition to transferring a conversation to another agent, SmartAssist now allows agents to transfer ongoing conversations to another queue. This ensures improved customer experience in case the customer interaction is better served by agents with different skills or if the customer has additional support requirements. Learn more. |
| Support for Click-to-Call for Phone Numbers | Agents can now initiate a call to a phone number provided in the chat message with just one click. If an agent receives a phone number in the right format with country code and “+” prefix, then that gets hyperlinked, and upon clicking, the number gets dialed from the Dialpad. This improves the agent experience wherein the agents are not required to manually copy or remember the number to dial out while being on a chat interaction. Learn more. |
| AGENT MANAGEMENT | |
| Custom Disposition Codes | By default, SmartAssist has three pre-defined disposition codes or statuses – Pending, Abandoned, and Resolved. An agent can choose one of them as the interaction status while closing an interaction with a customer. SmartAssist now allows you to create custom disposition codes and makes them available to agents. Learn more. |
| Conversational Status Control | You can now set the timing and messages for commonly occurring events – agent connection, conversation marked as idle/overdue, interruption, and closure. Learn more. |
| Co-Browse Settings | The new Co-Browse setting allows businesses to automatically mask any field on the web page while collecting information from the customer. This helps to prevent any sensitive or confidential data from being visible to agents while co-browsing with the customer. Learn more. |
| Emoji and Attachment Settings for Agents | Admins can now add enable or disable if agents have the ability to share emojis and file attachments. This setting is enabled by default, to modify, navigate to Configuration > Agents > Agent List and click the Edit icon under Actions for an agent. Learn more. |
| EXPERIENCE FLOWS | |
| Prioritize Conversations for Better Routing | Customers can now add priorities to conversations so that agents can handle important conversations earlier. Prioritize some or all conversations using properties under the Set Queue Node and a new method available under the Agent Utils library. Learn more. |
| QUEUEING AND ROUTING | |
| Ability to Assign Agent Groups to a Queue | It’s now easier to assign agents to a queue with the ability to select Agent Groups. This removes the need to select and assign one agent at a time. Learn more. |
| SECURE FORMS | |
| Ability to Configure Secure Forms at the Queue or Agent Group Level | You can now assign a Secure Form to queues or agent groups. Learn more. |
| APIs | |
| Call Details API | New public API to get raw data for all conversations/calls in detail. Learn more. |
| Historic Agent Status Summary Public API | The following two body parameters (filters) are added to the Historic Agent Status Summary public API:
|
| ANALYTICS AND REPORTING | |
| Queue Wrap-Up Summary Report | The New Queue Wrap-Up Summary Report is a detailed report on the number of interactions aggregated by disposition codes for each queue. |
| User Status Detail Report | The New User Status Detail Report is a detailed report on all status changes over a date range. |
| Agent Metrics Report | The existing Agent Metrics Report now shows additional fields – Transfer (transfer to other agents) and Transfer %. |
| Interaction Details Report | The existing Interaction Details Report now has additional filters – Agents, Agent Groups, Queue, and Channels. |