v2.5 Gold | Service Desk Software

Chime 2.5 Gold - v2.5.6330 (December 7, 2016)

Main New Features:

Chime for Office 365 version now supports UCWA
Totally redesigned Admin section UI
- Admin section (10)
Added several links to the new Help section on the Chime website
- Help link examples (6)
Added 3 new 'out of the box' Virtual Agents
1. Add Custom Tabs to Context Window Extension (Pre-conversational VA)
2. Resolve All Sessions (Post-conversational VA)
3. Detect Questions That Are Too Short (Conversational VA)
  - New virtual agents (3)
Ability to set outage information as the queue dispatcher's Lync/S4B status message
- Setting dispatchers status as outage (2)
Increased character limit of alerts from 1000 to 4000
- Alerts
Disabled agents can now initiate a chat with their own queue
Added tab in Session Details to display the routing history of the seekers session
- Session Details Routing
Increased the max number of concurrent chats to 10
- Max Number of Concurrent Chats
Ignored and declined chats now have different labels in routing history
- Ignored and Declined chats
Added ability to add comments to a chat from Session Details
- Session details comment section
Added ability to add session tags from the Session History popout
- Session details session tags
New ability for agents/managers to resolve other agents' unresolved sessions
New 'Always On' mode for queues
- Always On Mode
Charts and Report Updates
- New Queue Level Charts
  1. Most Common Question Keywords
  2. Unresolved Sessions
- Added in Target chat concurrency value into charts
  - New Charts and Updates (3)

Chime 2.5 Gold - v2.5.6330 (December 7, 2016)