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Engage 1.5.5

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Overview

This page provides a description of the changes to Engage 1.5.5, which will be deployed over a period of two weeks beginning August 12, 2015. Changes are classified as:

 

  • Bug fix—refers to fixes that have been made to resolve problems in existing functionalities.
  • Enhancement—refers to improvements made to existing functionalities.
  • New feature—refers to new functionalities.

List of updates

 

Type of Update Description
Enhancement #1

Display additional chat-related information to agent—previously, agents could not view the custom information that you collect from your customer when they initiate a web chat. With this release, you can configure Engage to send information that your customer enters as part of the chat initiation to the agent responding to the chat.

 

How do I enable this feature?

  1. On the Multichannel Administration page, navigate to Admin Settings and click on the chat icon.
  2. Select the Chat Queues tab.
  3. Edit the chat queue that you want this feature to be enabled for.
  4. In the Chat Queue Settings tab, select the Display Form Fields in Chat Message check box.
  5. Click Save.
Enhancement #2

Option to keep agent dashboard visible at all times—currently, when an agent opens an editor or the Engage phone panel to respond to a message or a call, the agent dashboard (also called the queue ribbon) located at the top of the Engage panel collapses, that is auto hides. With this release of Engage, you can choose to display the agent dashboard at all times.

 

How do I enable this feature?

  1. On the Multichannel Administration page, navigate to Admin Settings and click on the chat icon.
  2. Select the General Settings tab.
  3. In the User Interface Settings section, select the Auto Hide Queue Ribbon checkbox.
  4. Click Save.
New feature #1

New chat rule that can be configured when all agents are busy—with this release, a new chat rule has been added that allows you to configure Engage's behavior if all your agents are busy. Like other chat rules, you have the following options to choose from when configuring this new chat rule:

  • Display chat form: Take no action and display the chat window as normal.
  • Redirect to a URL: Choose to redirect to a custom URL.
  • Redirect to enquiry: Have your users redirect to an enquiry form if all your agents are busy.
  • Display message: Display a custom message to your users if all your agents are busy.
Known issue #1

Additional chat information display as continuous line—the information offered due to enhancement #1, displayed to the agent in the message history, currently appears as a continuous line rather than with appropriate line breaks. Also, when the agent opens such a message in the editor, the time stamp might be partially hidden due to a formatting issue. LiveOps is working on these issue and will fix them in subsequent releases.

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