What's new?

There is a list of features included in the latest update.

Here is a description of features included in the June 18 update.

New functionality for Operators

  1. The information in the user's personal account has been updated. Data on load balancing, group, consultation, and administration settings have been added. More details about the user's personal account can be found on the Личный кабинет пользователя page.
  2. The ability to reply to a quoted message from the client to ensure more transparent communication during consultations has been added in the workspace.

    More details about all the features of the chat window can be found on the Диалоговое окно page.
  3. Employees with the "Senior Operator" role have been granted access to the Statistics → Опросы section.
  4. A clarification when transferring a dialogue to another operator has been added in the modal window, stating that the transfer is only possible to an operator with an active shift.

    More details about all the features of the chat window can be found on the Диалоговое окно page.

  5. A description of keyboard shortcuts has been added, enabling necessary actions using two-key combinations. The description has been added to the Настройки Воркспейса → Горячие клавиши section.
  6. System messages in the administrative panel and workspace have been adjusted for clear identification of who performed the action in the dialogue: operator or bot.

    A detailed list of system messages can be found on the Диалоговое окно page.

  7. A quick link to the original message that was replied to with a quote has been added in the Widget and in the Chat History section. The original quoted message is highlighted for 1 second. More details about the functionality in the widget can be found on the Виджет page, and in the Chat History — on the Детальный просмотр диалога page .

New functionality for Verifiers and Project Managers

  1. The information in the user's personal account has been updated. Data on load balancing, group, consultation, and administration settings have been added. More details about the user's personal account can be found on the Личный кабинет пользователя page.
  2. Links to the Общая статистика section metrics: Total chats, Missed by operator have been added, they lead to the section where dialogues involved in the calculation of the selected metric are filtered.
  3. In the Тематика обращений section table with used topics, links have been added that lead to the История диалогов section with dialogues pre-filtered by the selected topic.
  4. Employees with the Project Manager role have been granted access to the Statistics → Опросы section. Now it is possible to view FCR/CSAT statistics for their own project!
  5. A filter "Reason for operator call" has been added to the История диалогов section to sort dialogues by the reasons why the dialog was transferred from the bot to the operator.

  6. A modal window with the message change history has been added in the Chat History section. The modal window opens by clicking the button for message edit/delete.

    More details about the dialogue in the Chat History section can be found on the Детальный просмотр диалога section.

  7. The display of project phrases in view mode has been adjusted: now with paragraphs and line breaks. Working with project phrases has become more comfortable!

    More details about working with project phrases can be found on the page.

  8. The link to the knowledge base has been changed to the page with the internal bot statistics guide in the pop-up window on the Внутренний чат-бот page.

  9. System messages in the administrative panel and workspace have been adjusted for clear identification of who performed the action in the dialogue: operator or bot.

    A detailed list of system messages can be found on the Детальный просмотр диалога page.

  10. A quick link to the original message that was replied to with a quote has been added in the Widget and in the Chat History section. The original quoted message is highlighted for 1 second. More details about the functionality in the widget can be found on the Виджет page, and in the Chat History — on the Детальный просмотр диалога page .

New functionality for Language Managers

  1. The information in the user's personal account has been updated. Data on load balancing, group, consultation, and administration settings have been added. More details about the user's personal account can be found on the Личный кабинет пользователя page.
  2. Links to the section metrics: Total chats, Missed by operator have been added, they lead to the section where dialogues involved in the calculation of the selected metric are filtered.
  3. In the section table with used topics, links have been added that lead to the История диалогов section with dialogues pre-filtered by the selected topic.
  4. A filter "Reason for operator call" has been added to the История диалогов section to sort dialogues by the reasons why the dialog was transferred from the bot to the operator.

  5. A modal window with the message change history has been added in the Chat History section. The modal window opens by clicking the button for message edit/delete.

    More details about the dialogue in the Chat History section can be found on the Детальный просмотр диалога section.

  6. The display of project phrases in view mode has been adjusted: now with paragraphs and line breaks. Working with project phrases has become more comfortable!

    More details about working with project phrases can be found on the page.

  7. The link to the knowledge base has been changed to the page with the internal bot statistics guide in the pop-up window on the Внутренний чат-бот page.

  8. System messages in the administrative panel and workspace have been adjusted for clear identification of who performed the action in the dialogue: operator or bot.

    A detailed list of system messages can be found on the Детальный просмотр диалога page.

  9. A quick link to the original message that was replied to with a quote has been added in the Widget and in the Chat History section. The original quoted message is highlighted for 1 second. More details about the functionality in the widget can be found on the Виджет page, and in the Chat History — on the Детальный просмотр диалога page .

New functionality for Administrators

  1. A description of the security setting for the "Device Access to the Product" option has been added. More details about system settings can be found in the section.