bannervur.blogg.se - Chime slack

Chime can pass a conversation to a bot before routing the user to a service desk agent (chat bot self-service deflection scenario).

Multiple bot end points may be registered with Chime.

Add support for Microsoft Bot Framework bot(s) via Directline.

Add bot registry to Chime administration area.

Inbound requests to the service desk can be started using Slack UI or Chime web client channel.

Chime standard replies and other areas will be displayed to the service desk agent using Slack dialog cards.

Support for Slack slash commands using \Chime.

dialog cards can be sent as part of conversation or displayed at Slack dialog popup.Added Slack dialog card as queue text resource items – Slack dialog definitions can be added as Chime text resources.

Slack is now fully supported using Instant Chime.For CPC Server Callback: Added new setting which will hold WAS cluster server URL for callback communication.Chat duration should not include 'Wait period' Fixed Queue Level Reports: 'Average Chat Duration' and 'Average Chat Duration (with ACW)'.Optimizations applied to reports: 'All Chats' and 'Abandoned Chats' for quickly rendering data.

Optimizations applied to reports: 'Concurrent Chat Percent by Advisor', 'Concurrent Chat Percent by Queue', 'Average Chat Duration (Concurrent Chat Session) by Advisor', 'Average Chat Duration (Concurrent Chat Session) by Queue', ''Average Chat Duration (Concurrent Chat Session with ACW) by Advisor, and 'Average Chat Duration (Concurrent Chat Session with ACW) by Queue' showing concurrency data for quickly rendering data.Chime Virtual Agent to prevent seekers from directly starting a chat.When broadcast messages are sent to all seekers (waiting/connected), sender name will show up as Queue instead of Manager display name.Added new command for advisor which allows closing of session and activating ACW at the same time.Added API for Queue Metrics for IBM custom dashboard.