Update from May 21, 2025

Here is a description of features included in the May 21 update.

New functionality for Operators

  1. FCR and CSAT metrics have been added for the new post-survey to the Текущие смены section. Now, during a shift, you can track feedback from clients you have consulted.
  2. The internal chatbot now understands when a client sends an attachment! The bot will notify the user that it does not recognize images and files. Detailed information about the client's interaction with the bot is available in the Виджет section.
  3. A quick link has been added to the original message that was replied to. The corresponding message may be highlighted in colour in the workspace and widget. Information about the widget's functionality can be found on the page Виджет; information about the workspace is available on the page Диалоговое окно.

  4. An indicator to confirm the sending of messages mentioning other projects has been added. The indicator is displayed in the Chat History section of the admin panel and shows that the operator's message mentioning another project has been confirmed for sending. More information about the structure of the dialogue is available on the page Детальный просмотр диалога.

New functionality for Verifiers and Project Managers

  1. New metrics have been added for the post-survey to the Общая статистика section: RRFCR, RRCSAT, FCR, CSAT. Now, you can see important data from customer satisfaction surveys and analyse it.
  2. To improve supervisor efficiency with dialogues, FCR and CSAT metrics for the new post-surveys have been added to the История диалогов section.
  3. FCR and CSAT metrics for the new post-survey have been added to the Текущие смены section. Now, you can track feedback data from clients consulted by operators during their shifts.
  4. Statistics for used internal bot tags have been added to the section Чат-бот → Внутренний чат-бот. Tracking the performance of the internal chatbot has become more accurate.
  5. The internal chatbot now understands when a client sends an attachment! The bot will notify the user that it does not recognize images and files. Detailed information about the client's interaction with the bot is available in the Виджет section.
  6. The diagram "Объёмы поступлений" has been renamed to Offered Chats in the Общая статистика section.

  7. An indicator to confirm the sending of messages mentioning other projects has been added. The indicator is displayed in the Chat History section of the admin panel and shows that the operator's message mentioning another project has been confirmed for sending. More information about the structure of the dialogue is available on the page Детальный просмотр диалога.

New functionality for Language Managers

  1. New metrics have been added for the post-survey to the section: RRFCR, RRCSAT, FCR, CSAT. Now, you can see important data from customer satisfaction surveys and analyze it.
  2. To improve supervisor efficiency with dialogues, FCR and CSAT metrics for the new post-surveys have been added to the История диалогов section.
  3. FCR and CSAT metrics for the new post-survey have been added to the section. Now, you can track feedback data from clients consulted by operators during their shifts.
  4. Statistics for used internal bot tags have been added to the section Чат-бот → Внутренний чат-бот. Tracking the performance of the internal chatbot has become more accurate.
  5. The internal chatbot now understands when a client sends an attachment! The bot will notify the user that it does not recognize images and files. Detailed information about the client's interaction with the bot is available in the Виджет section.
  6. The diagram Объёмы поступленийhas been renamed to Offered Chats in the section.

  7. The employee card has been redesigned: employee settings are now grouped by categories. More information about the employee card can be found on the page Просмотр карточки сотрудника.
  8. An indicator to confirm the sending of messages mentioning other projects has been added. The indicator is displayed in the Chat History section of the admin panel and shows that the operator's message mentioning another project has been confirmed for sending. More information about the structure of the dialogue is available on the page Детальный просмотр диалога.

  9. The widget and workspace now highlight the message that has been replied to. More information about the widget's functionality can be found on the pages Виджет.

New functionality for Administrators

  1. History of changes has been added in the section . Now, all changes can be viewed in the section.

  2. The employee card has been redesigned: employee settings are now grouped by categories; the mechanism for editing information on the page has been changed. More information about the employee card can be found on the page . Information about editing an employee can be found on the page Редактирование сотрудника.