Chime 2.6 Service Release 10 | Service Desk Software

Stripping sensitive information from application logs:

Prevent messages sent by the Agent and Guest after accepting a chat from appearing in the logs - #3402
Removed chat messages from logging and the Guest’s question from Guest metadata - #3395
Removed passwords from Advanced Installer logs - #3329

Additional options for remediating hung chat sessions:

Added in a button to the control panel to clean up hung sessions in a queue - #3417
Added in logic that automatically clears any hung sessions when the queue restarts - #3417
Resolved issue where completed IM's were sometimes showing as dropped - #3375

Issues with conference escalation and agent active chat counts:

Resolved issue where Guest drops from chat but session still attempts to route the chat - #3368/3297
Resolved issue where agent was blankly prompted and the active chat count locked up - #3370
Added in the ability to set an agent's active chat count - #3387 (4)

Various reporting fixes:

Resolved error when generating a CSV for the Connect Vs Unconnected By Queue report - #3393
Resolved UTC and data issues with the Available Agents over 24 hours report - #3293
Resolved issue with the monitoring panel incorrectly displaying active chats - #3416
Explicitly indicate in CSV exports that time-stamps are in UTC - #3409

Small installer fixes:

Various security improvements:

Miscellaneous changes:

Resolved issue with the session rating URL not working correctly - #3403
Updated presence subscription resubscribe logic - #3396
Improved Virtual Agent Session Management - #3377
Added in a button that restarts the ChimeHub connection without restarting the whole Chime process - #3430
Added in two columns to the database:
- dbo.Queues.RoutingOptions – bitfield to hold additional routing flags.
- dbo.Sessions.SessionEndTime – UTC Timestamp of when the chat ended