Agent Workplace
Updates:
- Improved the design of the agent’s response timer. The progress bar is now more visible. When more than half of the response time has elapsed, a countdown timer is displayed below the customer’s avatar.
- Updated the logic for calculating the Service quality indicator in personal statistics:
- Now the indicator value is the average score based on the results of customer surveys received during the current shift, as well as the results of button surveys such as CSI and Other, and scale surveys such as CSI and Other.
- In the database or by contacting technical support at support@edna.io, you can select one of two calculation options so that the indicator value is the arithmetic mean of all grades or the share of all grades with a certain value.
- Now the agent will receive notifications about the rating based on the results of the button surveys with the rating and the text of the button.
Supervisor Workplace
Updates:
- Updated the design of the History tab.
- Updated the filter setting on the History tab:
- Added a filter for displaying threads: All, Incoming or Outgoing. You can only select one option when configuring the filter.
- Added a filter by segment. You can select multiple options and enable or disable the No segment option when configuring the filter.
- Added filters for button and scale surveys.
- Removed the 365-day limit when selecting the period with the thread creation dates on the History tab. The maximum period is now 10 years from the current date.
- Updated the logic for calculating the Service quality indicator in the Thread indicators section of the new interface of the Monitoring tab. The indicator value is now calculated by analogy with the Service quality indicator in the agent’s personal statistics. By default, it is the average score based on the scores included in the agent’s KPI.
Fixes:
- Fixed the pagination display in the new interface of the Monitoring tab. Read more about the monitoring features of the new interface.
- Fixed an error in displaying the thread conversation history with a customer. The full conversation history is now displayed correctly after deleting the agent’s message.
Administrator Workplace
Updates:
Updated the data warehouse URL in the datastore parameter on the Settings.json editor tab, which is available when creating or configuring the web widget. Read more about the settings.json editor.
General
Fixes:
- Removed timeouts from the task of sending questions to the bot to increase the speed of sending messages from the bot.
- Improved script logic when changing the role of the edna Chat Center user. Now, after changing the role, the user is automatically redirected to the authorization page where a notification about the change is displayed.
- Fixed sending a request for the number of unread messages. The request is now not sent if the customer from the unauthorized web widget is not in the logs.