2.4 SR3 Beta | Service Desk Software

Chime 2.4 Service Release 3 (Beta) - v2.4.5771 (October 4th, 2016)

Chime System Health Monitor:
- Allows admins to quickly view the status of the various system that Chime controls or is connected to
- Health Monitor (3)
New Alert Features:
Full slideshow of new alert features (28)
- Enhanced Alerting Features:
  - Desktop application that can display “Enhanced” alerts
    - When using out alerting application, alerts will be displayed outside of the Lync^®/Skype for Business client, allowing for greater visibility.
      - Sender can define the size and position of the alert
      - Alert desktop application
  - Send alerts with rich text formatting
    - Rich text formatting
  - Send alerts in multiple languages
    - Right to Left and Left to Right language support
    - Multi-language alerts
  - Include the queue and sender pictures
    - Queue and senders photos
  - Preview the Enhanced Alerts before they are sent.
    - Enhanced alerts preview
- Whitelist AD group recipients per queue
  - This allows queues to be restricted to AD groups that a Chime Administrator defines. These AD Groups will be used for directory searching when selecting the users/groups whom will receive alerts.
  - Whitelist settings
- New Alerting based charts
  - Alert Delivery by Type (e.g. Email, IM, Enhanced, Undelivered)
    - Alert Delivery by Type
  - Alert Delivery Over Time
    - Alert Delivery Over Time
  - Average Time to Delivery by Type
    - Average Time to Delivery by Type

Updated Queue Dashboard:
- Ability to select greater date ranges for monitor and details panels
- Updated the dashboard performance for better responsiveness
- Added a new session state, "Queue Unavailable"
  - This displays if a seekers chat disconnects from the queue going unavailable
  - Queue unavailable state (3)
- Updated the information on the Queue Status panel
  - Queue status panel
- Updated Alert UI to support new Enhanced alert features
  - Enhanced alert UI
- Ability to filter the desk agent
  - Desk agent search filter
- Ability to refresh multiple Agents Lync^®/Skype for Business presence
  - Queue agent status refresh
Updated the Queue processes
- Separate process for each queue
  - This allows for easier queue maintenance without effecting other queues
- Separate log files for each queue
  - This allows for easy troubleshooting of any issues that might arise.
  - Chime Logs FAQ Guide
- Added new chart to show the Queue Availability
  - Queue availability chart
Better control of agent and queue presence
- Agents can now refresh their Lync^®/Skype for Business presence from their "My Dashboard" page
  - My Dashboard refresh
- Multiple Agents Lync^®/Skype for Business presence can be refreshed in the Queue Dashboard or in Queue Settings > People tab.
  - Queue settings refresh

Removed unnecessary columns in the Basic Details report (#1473)
Removed 24-hour limit on the monitor panel and added a date selector to enable removing stuck chats (#1588)
Added ability to remove an SSL certificate bound to Chime via the Configuration Wizard (#1649)
Fixed issue where queue would remain offline after an agent’s max chats per day was increased (#1432)
Alert the user that a Standard Reply with the same name already exists (#1435)
Updated Chime to address the issue where an Agent would be offline in Lync^®/Skype for Business, but appear online in Chime (#1297)
Updated Chime to address the issue where an Agent would be online in Lync^®/Skype for Business, but appear offline in Chime (#1189, #1570, #1317)
Updated Chime to better handle network interruptions during chats (#1568)
Updated Chime alert available parties when escalation to a conference fails (#1492, #1584)
Updated Chime to better handle agent and queue presence issues (#1297, #1189, #1570, #1317)