1. « Release Notes
2. Chime v2.4 Gold

Chime 2.4 Gold - v2.4.4960 (April 6, 2016)

Main New Features:

• Virtual Agents - The virtual agent layer will provide integration via compiled C# or C# as script in order to:
  1. Provide pre-chat integration with other systems - i.e. lookup customer’s email against ServiceNow^®, Microsoft Dynamics^®, Salesforce^®, Alchemy^®, or in house ITSM solution and retrieve all open tickets and/or assign routing tags
  2. Stage additional UI in the agent’s context window based on the pre-chat lookup. This will allow agents to see UI from other systems based on the customer and/or lookup in step 1 (i.e. new ticket UI)
  3. Provide basic virtual conversational agent functionality (ask a series of questions and then assign routing options – scripted or C# and our Virtual Agent SDK)
  4. Post-chat event handling – to allow Instant Chime to post the entire conversation, as well as metadata, to any external system
  • Virtual Agent Presentation (11)

  Virtual Agents are such a powerful new feature that we've created its own page. » Virtual Agent integration.

• Flexible User Interface for Agents - Virtual Agents can also work with the new Agent Assist Tool to provide custom services in the agent's Context Window Extension navigation pane
  • Custom Services for Agents (5)
• Configurable Web Client - Features such as agent picture, logo, or form fields would be configurable in the app UI. Ability to have multiple web clients on the same Chime server
  • Custom Form Builder (16)
• Enterprise IM Alerts - Send IM-based alerts via Lync^® right from the Chime application
  • Alerts (10)
• Persistent Chat Rooms - Used as a back channel for agents and managers to communicate. One each for managers and agents per queue
  • Chat Rooms (10)
• Outages - To be displayed in both the web client and system/queue dashboards and ability to turn an outage into an alert
  • Outages (14)
• Agent and Queue Pictures - Agents and queues can have photos
  • Agent Photo
  • Queue Photo
• Routing based on idle time - Additional routing method where chats route to agents who have been idle longest instead of routing based on number of chats
  • Longest Idle Hunt
• Agent Assist Tool - Ability to auto accept Chime conversation invitations and context window extension support for Office 365
  • Agent Assist Tool (10)
• Edit past conversation's status - Ability to mark a conversation as resolved/unresolved and add additional comments after the conversation is complete
  • Edit Previous Tickets
• 'No Chat' option for agents - Ability to turn chats on/off for an agent in queue settings
  • No Chat Option
• Allow reports to have times specified - Date pickers in the reports section would allow a user to specify a time (HH:MM) to search for in the report
  • Time Selectable Reports
• Add date selector to agent dashboard - Allow managers to see agent's past history
  • My Dashboard Date Range

Other New Features:

• Added support for Skype for Business^® 2016 Client
• New documentation about how to debug virtual agents in the Sandbox using Visual Studio
• Improved the filter of the log files
• Added a more informative web client error message
• Ability to send email to a specified queue address for ticketing
• Support for custom SQL ports
• Updated the Sign On/Off button on the Agent Dashboard to reduce confusion

Videos:

February 25, 2016 (1:23)

Get Help Directly from Outlook^®

Learn how to quickly initiate a chat with the help desk right from your Outlook client.

January 28, 2016 (3:27)

Virtual Agent Demo

High level overview of Chime’s Virtual Agent SDK with fun examples.

February 2, 2016 (1:51)

Persistent Chat Rooms

The all new persistent chat rooms feature allows for back channel communications among agents and managers.

February 11, 2016 (1:46)

Enterprise IM Alerts

Quickly send out Lync-based alerts to everyone about outages, meetings, or anything you want!

January 28, 2016 (2:36)

Salesforce® Integration

Learn how easily Chime for Lync^®/Skype for Business® can integrate with Salesforce®.

January 28, 2016 (2:07)

MS Dynamics® Integration

See how easily Chime can integrate with Microsoft Dynamics®.

January 27, 2016 (2:04)

ServiceNow® Integration

Demonstrates how Chime can integrate with ServiceNow in the context window extension.

February 2, 2016 (1:45)

Alchemy® API Integration

Demonstrates how Chime can integrate with Alchemy® API via a virtual agent.

Screenshots:

Salesforce^® Integration (7)

MS Dynamics^® Integration (6)

ServiceNow^® Integration (8)

Alchemy^® Integration (3)

Alerts (10)

Outages (14)

Chat Rooms (10)

Custom Form Builder (16)

Virtual Agent Presentation (11)

Grabbing Salesforce^® Contact (5)

Agent Assist Tool (10)