Release Notes - AI Chat for Enterprise

Build: 2024.12.16.2648 (December 17, 2024)

Details:

Updated Feature(s): ChimeV5.AI.PromptLibrary, ChimeV5.FAQs, ChimeV5.Outages, ChimeV5.Pipeline.ConnectToAgent, ChimeV5.ProblemTags, ChimeV5.StandardReplies, ChimeV5.Agents, ChimeV5.FAQFiles, ChimeV5.Webclient, ChimeV5.Core.Abstractions, ChimeV5.Core.Abstractions.Tests, ChimeV5.Pipeline.SimpleChoice

Updated: Outages - Updated problem tag filtering with rework of problem tag service (Ticket #5683) (Image) (Image)
Updated: Web Client - Moved the location of the test chat status css to the chat container rather than the header (Image)
Updated: Web Client - Updated web client activity channelData with attachmentSizes array included with added tests (Ticket #5686)
Updated: Simple Choice Pipeline - Added a 'Cancel' button option to the adaptive card with associated settings (Ticket #5628) (Image) (Image)

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Build: 2024.12.11.2633 (December 12, 2024)

Details:

Updated Feature(s): ChimeV5.AI.AzureOpenAI, ChimeV5.Reporting.AdditionalReports, ChimeV5.Webclient, ChimeV5.AgentUI, ChimeV5.HelpCenter, ChimeV5.SharepointFaqImporter, ChimeV5.AdminKitTheme, ChimeV5.Pipelines, ChimeV5.UI.AdminDashboard, ChimeV5.SharpointFaqImporter.Tests, ChimeV5.GraphClient, ChimeV5.Pages, ChimeV5.Outages

Updated: Agent Web Client - Add 'Meet on Teams' button that generates a meeting link in pop up module (Ticket #5613) (Image) (Gif) (Gif)
Added: Metadata - Added new metadata keys for tracking conference usage (Image)
- Session.graph.IsEscalatedToMeeting
- Session.graph.MeetingStartTime
- Session.graph.MeetingLink
Updated: Web Client - Added test chat indicator on the top left corner of webchat UI (Image)
Update: Manager & Agent Dashboard/Agent Web Client - Update test chat buttons in the UI to use the isTestChat metadata and update testPipeline JS method to append the test chat parameter on to the web client URL (Ticket #5632) (Image)
Added: Reports - Added new set of test chat and escalation reports
- Test Chats - Conversations by Agent (Bar) (Image)
- Test Chats - Basic Details (Table) (Image)
- Test Chats - Average Speed To Answer Over Time (Line) (Image)
- Test Chats - AI Feedback Chat Ratings (Table)
- Test Chats - AI Feedback Chat Ratings by Helpfulness (Bar)
- Test Chats - AI Feedback Chat Ratings by AI Accuracy (Bar)
- Test Chats - Accepted vs Ignored by Agent (Bar) (Image)
- Chat Sessions Escalated to Teams Meeting (Table) (Image)
- Chat Sessions Escalated to Teams Meeting by Agent (Bar) (Image)
- Chat Sessions Escalated to Teams Meeting Over Time (Line) (Image)
- Number of Chat Sessions Escalated to Teams Meeting (Bar) (Image)
Updated: Help Center - Add toggle for marking a featured service pipeline as test chat and to use isTestChat=true in the URL (Image) (Image)
Updated: Manager UI - Added Pages back to the left side navigation bar under Content dropdown (Image)
Updated: Azure OpenAI - Added Manager version of the indexer status page that is restricted to Admin users (Image) (Image)
Updated: Outages - Added abstraction of the labels in the outage pipeline for German, French, Spanish, and Portuguese (Ticket #5627) (Image)
Updated: SharePoint Importer - Updated SharePoint checker task to ignore FAQs that aren't from SharePoint and to avoid running if SharePoint connector is not configured (Ticket #5677)
Updated SharePoint Importer - Modified the indexer to not create index table records for FAQs that are not SharePoint FAQs and for non SharePoint FAQs the SharePoint tab is hidden (Image) (Image)
Updated: Agent Web Client - Use esbuild for agent web client and update botframework-webchat (Ticket #5679)
Updated: Agent Web Client - Swap react-scripts + webpack from esbuilder bundler (Ticket #5679)
Updated: Agent Web Client - Closed VSRF hole on web client getToken request
Updated: Graph Client - Minor updates to user pattern as used in other paces in Chime, updated JSON model returning user office location (Ticket #5613)

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Build: 2024.12.3.2592 (December 4, 2024)

Details:

Updated Feature(s): ChimeV5.Pipeline.ScriptChoice, ChimeV5.Reporting, ChimeV5.GraphClient, ChimeV5.Webclient, OrchardCore.Cms.Web, ChimeV5.ChimeTenant, ChimeV5.Core.Abstractions

Updated: Chat Pipelines - Added field for settings metadata that is applied to all chats for the pipeline (Ticket #5623) (Image) (Image)
Added: Graph Client - Added admin configuration page for 'Azure AD App Registration Settings' and 'Online Meetings Settings' (Ticket #5613) (Image) (Image)
Updated: Web Client - Add feature pushing custom metadata via HTML file for a specified web client (Ticket #5607)
Updated: JavaScript Methods - Added script wrapper for setting user office location via Azure Lookup (Ticket #5613) (Image)
- setUserOfficeLocation()

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Build: 2024.11.26.2582 (November 26, 2024)

Details:

Updated Feature(s): ChimeV5.Core.Abstractions, ChimeV5.pipeline.OrchardCommon, ChimeV5.Core.Abstractions.Tests, ChimeV5.Reporting.AdditionalReports, ChimeV5.RecipeValidation.Tests, ChimeV5.SendCard, ChimeV5.Pipeline.GptChat, ChimeV5.Pipeline.Subflow, ChimeV5.AgentUI, ChimeV5.Reporting, ChimeV5.UI.Abstractions, ChimeV5.UI.ActiveChats, ChimeV5.UI.ChatHistory, ChimeV5.Pipelines

Updated: Metadata & Reporting - Added new metadata value with support for better organized test chats in reporting (Image) (Image) (Image)
- Session.IsTestChat (Image)
Updated: Metadata & Reporting - Added capturing information about pipeline used for the chat with support for reporting (Image)
- Session.PipelineContentItemVersionId
- Session.Pipeline.Name
- Session.Pipeline.PublishedUtc
- Session.PipelineContentItemId
Updated: Reports - Added 3 new reports that use the new pipeline metadata values (Ticket #5625)
- Pipeline - Average Speed To Answer by Pipeline (Bar) (Image)
- Pipeline - Chats Routed by Pipeline (Pie) (Image)
- Pipeline - Inbound vs Connected Chats by Pipeline (Bar) (Image)
Updated: Send Adaptive Card - Make cards timeout and move along if the chat session gets resumed after a webhost restart or deployment (Ticket #5619)
Updated: GPT Chat - Updated logic for GPT pipeline when it is inside the subflow route-to-pipeline item
Updated: Tenant Standup Recipe - Added unit test to validate that all module recipe files are valid json (Ticket #5618)

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Build: 2024.11.19.2561 (November 19, 2024)

Details:

Updated Feature(s): ChimeV5.Core.Abstractions, ChimeV5.Pipeline.TextPrompt, ChimeV5.Pipeline.SendEmail, ChimeV5.Ticketing.Solarwinds, ChimeV5.Pipeline.GptChat, ChimeV5.AI.AgentChatAssist, ChimeV5.AI.AzureOpenAI,

Updated: Text Prompt Pipeline - If confirmation text template is empty a response will not be sent and the user will move to next stage (Ticket #5614) (Image)
Updated: Text Prompt Pipeline - Added validation and around null metadata property (Image)
Updated: Send Email Pipeline - Added null value handling for the IncludeAttachments field on old pipelines (Ticket #5615)
Updated: Solarwinds Create Ticket - Updated service to set 'Site Id' and 'Department Id' based on the user's profile in the Solarwinds ticketing software and added support for associated script methods (Ticket #5609) (Image)
- UpdateTicketMetaData(string ticketId, string siteId, string departmentId)
Updated: GPT Chat - Added handling, metadata, associated errors and 2 reports around the rate-limit and when it is encountered (Image)
- Metadata: Chatbot.ModelName (Image)
- Metadata: Chatbot.RateLimitEncountered
- Report: AI - Azure AI Rate Limit Encountered vs Not Encountered (Image)
- Report: AI - Azure AI Rate Limit Encountered Over Time (Image)

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Build: 2024.11.13.2553 (November 13, 2024)

Details:

Updated Feature(s): ChimeV5.Pipeline.GptChat, ChimeV5.SessionStorage.Orchard, ChimeV5.AI.AgentChatAssist, ChimeV5.AI.AzureOpenAI, ChimeV5.Core.Abstractions, ChimeV5.Pipeline.SendEmail, ChimeV5.Pipeline.FAQLookup, ChimeV5.Pipeline.InvgateTickets, ChimeV5.FaqFiles

Updated: FAQ File Items - Update role permissions so managers can publish (Image)
Updated: Session State - Prevent guest from being recorded as dropped after connecting to an agent and ending chat (Ticket #5580) (Image)
Updated: InvGate Ticket List - Added fields to override card labels to manually set locale for pipeline-specific language (Ticket #5605) (Image)
Updated: Manager UI - Added a new page in the FAQs submenu for FAQ Azure AI Search (Ticket #5594) (Image)
Updated: Send Email Pipeline - Added support for including attachments (Ticket #5604) (Image) (Image)
Updated: JavaScript - Added new method to support sending attachments with email (Ticket #5604)
- Send(string from, string to, string subject, string html, List<MailMessageAttachment> attachments)
Updated: GPT Chat - Typing indicator is now displayed until the AI response is complete (Ticket #5608) (Gif)
Updated: GPT Chat - Added toggle to include a contextual snippet from the document with the citation and the references source chunk (Image) (Gif)
Updated: AI Summary - Added new section at the bottom of the summary for ‘Follow-up Tasks’ (Image)

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Build: 2024.11.5.2541 (November 7, 2024)

Details:

Updated Feature(s): ChimeV5.Core.Abstractions, ChimeV5.SessionsStorage.Orchard, ChimeV5.Pipeline.InvgateCreateTicket, CHimeV5.Ticketing.Invgate, ChimeV5.Pipeline.SimpleChoice

Update: Dotnet version - Upgrade projects to dotnet 8.0 (Ticket #5577)
Update: InvGate Create Ticket/Simple Choice Pipeline - Set field type to be Text instead of Numeric, make 'Submit' button caption customizable (Ticket #5603)
Update: InvGate Ticketing - Added configuration option to create InvGate ticket pipeline - observer email address and comments (Ticket #5569)
Update: Feedback Card - Late submitted feedback is included in chat transcript (Ticket #5602) (Image)

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Build: 2024.10.31.2537 (October 31, 2024)

Details:

Updated Feature(s): ChimeV5.Pipeline.SummarizeConversation, ChimeV5.AI.ConversationalAnalysis, ChimeV5.AdminKitTheme, ChimeV5.AI.PromptLibrary, ChimeV5.Pipeline.FAQLookup, ChimeV5.FaqFiles, ChimeV5.HelpCenter, ChimeV5.UI.ManagerContent, ChimeV5.FAQ, ChimeV5.AI.AzureOpenAI, ChimeV5.Ticketing.Invgate, ChimeV5.BotEndpoint, ChimeV5.ChimeTeannt, ChimeV5.Core.Abstractions, ChimeV5.Debug, ChimeV5.OrchardUtils, ChimeV5.SessionStorage.Orchard, ChimeV5.Agents

Updated: FAQ Files - Added support for 'FAQ View Stats' and 'FAQ Lookup Stats' (Ticket #5572) (Image) (Image)
Updated: FAQ Files - Added the FAQ vote buttons at the bottom of the view page for FAQ Files (Ticket #5572) (Image)
Updated: FAQ Files - Added ability to pick FAQFileItems as part of FeaturedContent item (Ticket #5572) (Image)
Updated: FAQ Files/ Azure OpenAI - Uploaded file names are updated to match the FAQ File Item title and handling of unpublishing or deleting files on the tenant & Azure search blob storage has been updated (Ticket #5593) (Image)
Updated: FAQ Files - Added language/locale tagging to FAQ File Items (Ticket #5572) (Image)
Updated: FAQ Lookup - Updated to support language search metadata and exact language matching for FAQ File Items (Ticket #5572)
Updated: FAQ Files - Allowed additional file types to be 'allowed file extensions' to upload
- .md
- .html
- .txt
Updated: Azure OpenAI - Added error handling around trying to get image attachments for ChatGPT conversation history (Ticket #5590)
Updated: Manager UI - Added 'Help Centers' to the content dropdown of the manager UI (Image) (Image)
Updated: Bot Endpoint/ Chime Tenant - Added improvements to chat handling across tenant settings saves and reloads (Ticket #5585)
Updated: InvGate Ticketing - Added script wrapper and API calls to add comments & observers and updated the 'get ticket by ID' & validate user has access to it (Ticket #5569)
- AddTicketComments()
- AddTicketObserver()
- getInvgateTicketById()

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Build: 2024.10.17.2520 (October 18, 2024)

Details:

Updated Feature(s): ChimeV5.HelpCenter, ChimeV5.Webclient, ChimeV5.Reporting.AdditionalReports, ChimeV5.Reporting, ChimeV5.AgentUI, ChimeV5.FAQ, ChimeV5.OrchardUtils, ChimeV5.AI.AzureOpenAI, ChimeV5.FAQFiles, OrchardCore.Cms.Web, ChimeV5.BotEndpoint, ChimeV5.Ticketing.Invgate

Update: Azure OpenAI/ FAQs - Added support for managing files as part of new FAQ files module - Create a module to track uploaded PDF content for Chat GPT indexing (Image) (Image) (Image) (Image)
Update: Bot Endpoint - Added lock to ensure incoming message is fully processed for conversation before handling next activity (Ticket #5566)
Update: Invgate - Added API call and script wrapper to get ticket by Id (Ticket #5569) (Image)
Update: Help Center - Use current user email when you start a chat in help center instead of webvisitor@example.com, , added support for long titles
Update: Help Center - Added http API endpoint to fetch chats from client side
Update: Help Center - Added a way to view and search all chats by guest question and by chat state (GIF)
Update: Agent Web Client UI - Notes field of Guest tab has been moved to the top and placeholder text that can be selected has been added (Image)
Updated: Reporting UI - Removed 'Create New Report', 'Report Definitions', and 'Report Category' buttons from the top of the page (Ticket #5567)
Updated: Reporting UI - Added the report description under the title of the report if it exists (Image)
Updated: Reporting - Added new content part for 'RelatedReportsPart' onto the ChimeReportItem allowing related reports to be assigned in the report definition and displayed in the reporting UI as a sidebar (Ticket #5557) (Image) (Image) (GIF)
Updated: Reports - Updated all 'Chat Resolution' reports to include 'Connected Time' and 'Agent Notes' in the report results table (Ticket #5579)
- Chat Resolution - Average Chat Duration vs Total Resolved Chats (Bar)
- Chat Resolution - Average Chat Duration vs Total Resolved Chats by Agent (Bar)
- Chat Resolution - Chat Duration vs Total Resolved Chats (Bar)
- Chat Resolution - Chat Duration vs Total Resolved Chats by Agent (Bar)
- Chat Resolution - Chats Resolved by Type (Pie)

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Build: 2024.10.9.2511 (October 10th, 2024)

Details:

Updated Feature(s): ChimeV5.HelpCenter, ChimeV5.Reporting, ChimeV5.AdminKitTheme, ChimeV5.Reporting.AdditionalReports, OrchardCore.Cms.Web, Chimev5.Ticketing.ZohoDesk, ChimeV5.OrchardUtils

Updated: ZohoDesk - Make OAuth URL configurable (it is different based on region) (Ticket #5533, #5564) (Image)
Added: Help Center - New feature & page with customizable featured services modules and personal agent details such as 'My Recent Chats' (Ticket #5560) (Image) (Image) (Image) (Image) (Image) (Image) (Image) (Image)
Updated: Report - Renamed report 'Analysis: Deflected vs Total Chats (Pie)' to 'Analysis: Deflected vs Not Deflected Chats (Pie) (Ticket #5562)
Updated: Reports - Renamed reports so all 'vs' and 'by' text are lowercase (Ticket #5562)
Added: Report - Added new AI report (Ticket #5478)
- AI - Average Time Spent With ChatGPT Chatbot Over Time (Bar) (Image)
Updated: Report - Updated pie reports with percentage data & support for pie chart percentage drilldowns with $LABEL (Ticket #5568)
- Analysis: Deflected Chats by Reason (Pie) (Image)
- Session State of Chats Connected to Agent (Pie) (Image)
- Session State of all Ended Chats (Pie) (Image)
- No User Response Chats End State (Pie) (Image)
- Inbound Chats by Platform (Pie) (Image)
- Chat Resolution – Chats Resolved by Type (Pie) (Image)
- Guest Rating (Pie) (Image)
- Most Common Keywords (Pie) (Image)

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Build: 2024.10.3.2502 (October 4, 2024)

Details:

Updated Feature(s): OrchardCore.Cms.Web, ChimeV5.Pipeline.ZohoDeskCreateTicket, ChimeV5.Ticketing.Solarwinds, ChimeV5.Reporting.Tests, ChimeV5.AI.AzureOpenAI, ChimeV5.Reporting, ChimeV5.AI.AgentChatAssist

Updated: Tenant Standup Recipe - Increase default page size to 30 for admin and manager pages
Added: ZohoDesk Create/Update Ticket Pipeline - Added the create/update ticket pipeline stage for ZohoDesk (Ticket #5533)
Updated: Solarwinds Create/Update Ticket Pipeline - Added call to log AI summary in the ticket comments (Ticket #5543)
Updated: JavaScript Wrapper Call - Added new 'addCommentsToSolarwindsTicket() call for login AI summary (Ticket #5543)
Updated: Reporting - Added support for report drilldown (Ticket #5504)
Updated: Azure OpenAI - Updated OpenAI settings dialog and added 'Help' page (Ticket #5548)
Updated: Azure OpenAI - Updated handling for Teams upload files that are common image formats (Ticket #5553)
Updated: Agent AI Chat Assist - Reduced number of responses that are cut off mid-sentence (Ticket #5554)
Updated: Reports - Updated comparisons for Session.Deflected metadata (Ticket #5558)
Added: Reports - Added set of AI reports and AI category (Ticket #5478)
- AI - Agent Assist Feature Usage (Bar)
- AI - Agent Assist Feature Usage By Agent (Bar)
- AI - Agent Assist Feature Usage Over Time (Bar)
- AI - Average Number of Chat Responses from ChatGPT Chatbot (Bar)
- AI - Chat Summaries (Table)
- AI - Connected to ChatGPT Chatbot (Bar)
- AI - Connected to ChatGPT Chatbot Over Time (Line)
- AI - Deflected and Escalated from ChatGPT Chatbot (Bar)
Updated: Reports - Updated 4 deflection reports (Ticket #5478)
- Details: AI Chat Deflection vs Total Chats (Bar)
- Details: AI Chat Deflection vs Total Chats Over Time (Line)
- Details: FAQ Deflection vs Total Chats (Bar)
- Details: FAQ Deflection vs Total Chats Over Time (Line)

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Build: 2024.9.26.2490 (September 26, 2024)

Details:

Updated Feature(s): ChimeV5.Tenants, OrchardCore.Cms.Web, ChimeV5.Pipeline.GptChat, ChimeV5.AI.AgentChatAssist, ChimeV5.AI.AzureOpenAI

Updated: Azure OpenAI Library - Upgraded Azure.AI.OpenAI package from 1.0.0-beta.15 to 2.0.0-beta.6 and added support for handling image attachments on the AI Chatbot (Ticket #5546) (Image)
Updated: Tenant Recipe - Added new AI pipeline to Enterprise tier tenant standup recipe and set it as the primary pipeline (Ticket #5547) (Image)
Updated: Tenant Recipe - Updated recipe to add/enable AI features by default (Ticket #5547)
- ChimeV5.AI.ConversationalAnalysis
- ChimeV5.AI.AzureOpenAI
- CHimeV5.Pipeline.GptChat
- ChimeV5.Pipeline.SummarizeConversation
- ChimeV5.AI.AgentChatAssist
- ChimeV5.AI.PromptLibrary

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Version: 2024.9.20.2487 (September 20, 2024)

Details:

Updated Feature(s): ChimeV5.Pipeline.ZohoDeskTickets, OrchardCore.Cms.Web, ChimeV5.AgentUI, ChimeV5.Core.Abstractions, ChimeV5.ManagerUI, ChimeV5.Pipeline.OrchardCommon, ChimeV5.SessionStorage.Orchard, ChimeV5.Reporting.AdditionalReports, ChimeV5.AI.AzureOpenAI, ChimeV5.OrchardUtils, ChimeV5.Ticketing.ZohoDesk, ChimeV5.Pipeline.ConnectToAgent, ChimeV5.Agents

Updated: Tenant Standup Recipe - Updated the 2 default pipelines with updated cards and additional script modules (Image) (Image)
Updated: Connect To Agent Pipeline - Updated agent invite card with handling for scenarios without agent profile images, as well as Redis cache updates (Tickets #5534, #5539) (Image)
Added: ZohoDesk Ticketing Feature - Added support for ZohoDesk ticketing with the wiring, configuration page, script methods, and ticket list pipeline activity using mock data (Ticket #5533) (Image) (Image)
Updated: Cognitive Search Status Page - Updated the cognitive search status page to run indexer action (Ticket #5538) (Image)
Updated: Tenant Standup Recipe - Updated content IDs for two reports to prevent them from being overwritten (Ticket #5542)
- Top Agents (Bar)
- Inbound vs Connected by Agent (Bar)
Updated: Agent UI - Modified to clear chats from local session cache if they are not stored in Redis when terminated (Ticket #5541)
Updated: Agent Web Client UI - Added tooltips displaying full date on state change and routing tabs in session details/agent web client; updated the admin view of chat sessions to show routing and state changes (Ticket #5541) (Image)
Updated: Manager UI - Improved KillChat action and resolved Redis lock error during session update after tenant reload (Ticket #5541)

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Build: 2024.9.18.2477 (September 18, 2024)

Details:

Updated Feature(s): ChimeV5.Pipeline.ConnectToAgent, ChimeV5.Pipeline.ConnectToAgentWithEscalation, ChimeV5.Core.Abstractions, ChimeV5.Agents, ChimeV5.FAQ, ChimeV5.Outages, ChimeV5.Reporting, ChimeV5.StandardReplies, ChimeV5.Pipelines, ChimeV5.AgentUI, ChimeV5.ManagerUI, ChimeV5.Reporting.AdditionalReports, ChimeV5.SessionStorage.Orchard, OrchardCore.Cms.Web

Update: Manager New User Form - Updated styling, added password requirements and added 'field is required' message (Image)(Image)
Update: Tenant Standup Recipe - Remove extra / in the URLs to reference branding/card-logo (Ticket #5531)
Added: Reports - Updated one new percentage report to tenant standup recipe (Ticket #5452)
- Chat Statistics - Deflection Breakdown (Bar) (Image)
Added: Report - Added three new reports to tenant standup recipe (Ticket #5444)
- Inbound vs Connected By Percentage (Bar) (Image)
- Inbound vs Looking for Agent vs Connected to Agent By Percent (Bar) (Image)
- Chat Resolution - Chats Resolved by Type (Pie) (Image)
Update: Agent Web Client - Add ability to invite agents with /invite command (Ticket #5309) (Image)
Update: Standard Replies - Add support for new /invite command (Ticket #5309) (Image)
Update: Import/Export Deployment Plans - Added buttons for 'Select All' and 'Select None' when selecting FAQs, Outages, Reports, Standard Replies, and Pipelines to add to the deployment plan (Ticket #5328) (Image)
Update: Agent UI - Render agent names in the active chat list and add 'An agent has invited you to join' label for agent invites (Image)
Update: Agent UI - Swap local in-memory caching in AgentService with redis cache
Update: Connect To Agent/ Connect To Agent With Escalation - Updated the message sent to other agents when an invited agent joins (Ticket #5536)
Fix: Import/Export Deployment Plans - Disabled the autoroute path on export and run the tag pruning step when exporting FAQs (Ticket #5532)
Update: Reporting Metrics - Add reporting metric values for if an agent was invited and the invited agent name (Ticket #5309) (Image)
- Routing.HasInvites
- Routing.InvitedAgents

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Version: 2024.9.12.2467

Details:

Updated Feature(s): ChimeV5.UI.ManagerDashboard, ChimeV5.Reporting, ChimeV5.BotEndpoint, ChimeV5.SendCard, ChimeV5.AdminKitTheme, ChimeV5.Pipeline.ConnectToAgent, ChimeV5.Reporting.AdditionalReports, ChimeV5.Reporting.Tests

Update: Reporting - Add support for percent operation for charts (Ticket #5505) (Image)
Added: Reports - Added in 2 new reports (Ticket #5439)
- No User Response Chats Cumulative and Over Time (Line) (Image)
- Chat Statistics Over Time (Line) (Image)
Update: Manager UI - Add 'View Agents Status' page and disable auto expand on manager menu sub dropdown (Image)
Update: Send Adaptive Card Pipeline - Add timeout connector if card has submit button option (Ticket #5518) (Image)
Update: Reporting UI - Updated generation of filenames for CSVs export in combined ZIP download (Ticket #5495) (Image)
Update: Manager Dashboard - Added scroll bar to agent list widget (Image)
Update: Bot Endpoint - Updated message sent for agent pick event for a session that doesn't exist (Ticket #5517)

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Version: 2024.9.9.2448 (September 9, 2024)

Details:

Updated Feature(s): ChimeV5.AgentUI, ChimeV5.AdminKitTheme, ChimeV5.Reporting.AdditionalReports

Update: Handling of agents resolving chats using csrf token
Update: Markdown editor toolbar button alignment (Image)
Updated: Reports (Ticket #5481)
- Chat Statistics (Bar) (Image)
- Chat Statistics - Deflection Breakdown (Bar) (Image)
Added: Reports (Ticket #5516)
- No User Response Reason (Bar) (Image)
- No User Response Chats (Table) (Image)
- No User Response Chats End State (Pie) (Image)
- No User Response Chats End State (Bar) (Image)
- Analysis: Deflected Chats By Choice vs By No User Response (Bar) (Image)

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Version: 2024.9.6.2443 (September 6, 2024)

Details:

Updated Feature(s): ChimeV5.Reporting.AdditionalReports, ChimeV5.AgentUI, ChimeV5.Core.Abstractions, ChimeV5.Reporting, ChimeV5.Pipeline.ScriptChoice, ChimeV5.SessionStorage.Orchard, ChimeV5.Webclient

Added: Reports - Added new reports (Tickets #5456, #5442, #5420, #5446, #5512, #5513, #5514, #5515)
- Top Agents (Bar) (Image)
- Inbound vs Resolved Chats (Bar) (Image)
- Inbound vs Routed to Agent vs Connected to Agent (Bar) (Image)
- Completed Chats Not Connected to Agent (Table) (Image)
- Inbound Chats by Platform (Pie) (Image)
- Session State of all Ended Chats (Pie) (Image)
- Session State of Chats Connected to Agent (Pie) (Image)
Updated: Agent Dashboard UI - 'Accept Chat' button changes to 'Rejoin Chat' when the agent web client window is opened (Image)
Added: Chat States Help Document - Added new help page for 'Chat States' (Ticket #5509)
Updated: Manager Dashboard - Updated the sidebar to include 'Help' documents under the 'Reports and Metrics' dropdown (Ticket #5509) (Image)
Added: JavaScript Methods - Added two more options for 'NoUserResponse' tracking (Ticket #5501) (Image)(Image)
Update: Session Details UI - Added state badge to the 'Guest' tab and changed the ended chat time text color to black (Image)
Update: Agent Web Client - Added the browser name and icons to Guest.Platform metadata in the 'Guest' tab (Ticket #5511)
Update: Reporting UI - Added option to export chart data or results table or both (Ticket #5495) (Image)

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Version: 2024.8.29.2430 (September 3, 2024)

Details:

Updated Feature(s): ChimeV5.SessionStorage.Orchard, ChimeV5.Core.Abstractions, ChimeV5.Pipeline.OrchardCommon, ChimeV5.Reporting, ChimeV5.EchoStrate, ChimeV5.Outages, ChimeV5.Pipeline.CherwellCreateTicket, ChimeV5.Pipeline.ConnectToChimeV4, ChimeV5.Pipeline.GptChat, ChimeV5.Pipeline.InvgateCreateTicket, ChimeV5.Pipeline.JIRACreateTicket, ChimeV5.Pipeline.KeyPhraseExtraction, ChimeV5.Pipeline.SendEmail, ChimeV5.Pipeline.SendText, ChimeV5.Pipeline.SericeNowCreateTicket, ChimeV5.Pipeline.SolarwindsCreateTicket, ChimeV5.Pipeline.Subflow, CHimeV5.Pipeline.SummarizeConversation, ChimeV5.Pipeline.TextPrompt, ChimeV5.SendCard, ChimeV5.Pipeline.ScriptChoice, ChimeV5.SharepointFaqImporter, ChimeV5.SharepointFaqImporter.Tests, ChimeV5.AdminKitTheme

Update: Chime Chat Session Content Item - Resolved view error in Admin looking at ChimeChatSessionItem document (Ticket #5506) (Image)
Update: JavaScript Methods - Add engine-set metadata when a chat trips the no-guest-response timeouts on card, add metadata set by timeout component (Ticket #5501) (Image)
Update: NextState Value - Added fix for looping pipeline states when re-entering them after Invalid Message => RouteToPipeline (Ticket #5488) (Gif)
Update: JS Wrapper - Added JS wrapper calls to set metadata 'NoUserResponse' and 'NoUserResponse.Reason' (Ticket #5501)
- Added: noUserResponseCustomReason(reason)
- Added: noUserResponseAfterFAQLookup()
- Added: noUserResponseAfterTicketListing()
- Added: noUserResponseAfterTicketCreation()
- Added: noUserResponseAfterOutageDisplay()
- Added: noUserResponseAfterAIAssist()
- Added: noUserResponseAfterFeedbackCard()
Update: Agent Web Client - Make 'Leave Chat' button close all connections for agent + fix issue with closing window (Ticket #5490)
Update: Metadata - Enforce rules about Session.State values set by all 'UpdateMetadata' calls (Ticket #5501)
Update: SharePoint Import - Strip tags, convert encoded nbsp's, tweaks for markdown images + tests (Ticket #5498)
Update: Manager Dashboard - Update the manager sidebar menu UI (Image) (Image)
Update: Report Datasets Help Page - Update to mark images as embedded resources instead of content (Ticket #5500) (Image)

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Version: 2024.8.26.2419 (August 27, 2024)

Details:

Updated Feature(s): ChimeV5.Pipeline.FAQLookup, ChimeV5.Core.Abstractions, Chimev5.Pipeline.BossDeskTickets, ChimeV5.Pipeline.CherwellCreateTicket, ChimeV5.Pipeline.CherwellTickets, ChimeV5.Pipeline.ConnectToAgents, ChimeV5.Pipeline.ConnectToAgentWithEscalation, ChimeV5.Pipeline.InvgateCreateTicket, ChimeV5.Pipeline.InvgateTickets, ChimeV5.Pipeline.JIRACreateTicket, ChimeV5.Pipeline.JIRATickets, ChimeV5.Pipeline.KeyPhraseExstraction, ChimeV5.Pipeline.ScriptChoice, ChimeV5.Pipeline.SendEmail, ChimeV5.Pipeline.SendText, ChimeV5.Pipeline.ServiceNowCreateTicket, ChimeV5.Pipeline.SolarwindsCreateTicket, ChimeV5.Pipeline.SolarwindsTickets, ChimeV5.Pipeline.ChimeV5.Ticketing.JIRA, ChimeV5.Reporting.AdditionalReports, OrchardCore.Cms.Web, ChimeV5.Reporting, ChimeV5.AgentUI, ChimeV5.Reporting.Tests, ChimeV5.BotEndpoint, ChimeV5.ChimeTenant, ChimeV5.TenantRepository, ChimeV5.AI.PromptLibrary, ChimeV5.FeaturedContent, ChimeV5.Pipeline.FAQLookup, ChimeV5.ProblemTags, ChimeV5.UI.ManagerDashboard, ChimeV5.SessionStorage.Orchard, ChimeV5.AdaptiveCards, ChimeV5.FAQ, ChimeV5.OrchardUtils, ChimeV5.Outages, ChimeV5.Pages, ChimeV5.StandardReplies, ChimeV5.UsefulNotes, ChimeV5.Pipelines, ChimeV5.UI.ChatHistory, ChimeV5.UI.ManagerContent

Update: Simulate FAQ Search - Updated test FAQ Lookup UI and rendering in manager dashboard and CSS for better overflow/scrolling. (Image)
Update: Ticketing/Connect To Agent - Added updates to prevent double-exiting chat states (Ticket #5494).
Update: Reports - Added 'Agent List' category and associated reports (Ticket #5502). (Image)
Update: Report Datasets Help Page - Updated pathing for images (Ticket #5500). (Image)
Update: Agent Dashboard UI - Added date to active chat list. (Image)
Update: Reporting UI - Updated the report selection dropdown to a max-width of 300px. (Image)
Update: Reports - Added 'ASA - Average Speed To Answer - By Agent (Bar)' report and updated reports to include "Off Hours' deflection metadata (Ticket #5496). (Image) (Image)
Added: Reporting Help Pages - Added help pages for reporting metrics and report datasets. (Image)
Update: Report Definitions UI - Combined the default chart options for a report with the report definitions option (Ticket #5489).
Update: Adaptive Card - Updated handling of card submissions after the chat has ended (Ticket #5473).
Update: Manager Reporting UI - Added search input in the chat history table and updated the default result entries set to 50. (Image)
Update: JavaScript Methods - Added JavaScript wrapper deflection methods (Ticket #5493):
- markDeflected(true/false);
- markDeflectedByTicketListing();
- markDeflectedByTicketCreation();
- markDeflectedByOutageDisplay();
- markDeflectedByOffHours();
- markDeflectedByFaqLookup();
- markDeflectedByAIAssist();
- markDeflectedByCustom(reason);
Update: JavaScript Pipeline - Refactored to reduce the number of reloads on the agent UI/session details page (Ticket #5493).
Update: Manager Dashboard UI - Updated manager dashboard sidebar menu. (Image)
Update: Agent Web Client UI - Removed empty space from guest question.
Update: Reports - Updated recipe definitions for 'Basic Details (Table)' report to use timespan and other report Total Seconds formatting (Ticket #5482): (Image)
- Basic Details (Table) (Image)
- Chats By Azure Lookup Keywords (Bar)
- Chats By Azure Lookup Language (Bar)
- Chats by Locale (Pie)
- Chats Inbound (Doughnut)
- Connected Inbound Chats (Bar)
- Connected To Agent By Date (Bar)
- Conversations By Agent (Bar)
- Inbound Over Time (Line)
- Inbound vs Connected Chats By Date (Bar)
- Most Common Keywords (Pie)
- Number of Inbound Chats Date (Bar)
- Web Vs Teams Chats (Doughnut)

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Version: 2024.8.20.2396 (August 20, 2024)

Details:

Updated Feature(s): ChimeV5.Reporting, ChimeV5.Reporting.AdditionalReports, ChimeV5.SessionStorage.Orchard, ChimeV5.FAQ, ChimeV5.Pipeline.FAQLookup, ChimeV5.AgentUI

Update: Reports - Show dataset name and definition when collapsed for chart datasets, similar to the result fields (Image)
Update: Reporting UI - Add a button to edit the currently selected report (Gif)
Update: Reports - Updated support for Session.Deflected reporting metadata (Ticket #5486) (Image)
Added: Metadata - Added scripting methods to get metadata for a session (Image)
Update: FAQLookup/Agent Web Client - Updated so unpublished FAQs are not shown to guests and added view error-handling (Ticket #5485) (Image)
Update: Agent Web Client - Trimmed question to 100 characters, tooltip has full question, click on question text to view the full question in the 'Guest' tab (Gif)
Update: Reporting UI - Updated to get report ID from the currently selected category list, allowing the 'Edit Report' button to function as expected
Update: Reports - Updated reports to use updated metadata values, data positioning, and renamed some reports (Ticket #5479)
- Analysis: Deflected by Reason vs Total vs Connected (Bar) (Image)
- Analysis: Deflected Chats by Reason (Bar) (Image)
- Chat Statistics (Bar) (Image)
- Chat Statistics - Simplified (Bar) (Image)
- Details: FAQ Deflection vs Total Chats (Bar) (Image)
- Details: FAQ Deflection vs Total Chats Over Time (Line) (Image)
- Details: Ticketing Deflection vs Total Chats (Bar) (Image)
- Details: Ticketing Deflection vs Total Chats Over Time (Line) (Image)

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Version: 2024.8.15.2371 (August 15, 2024)

Details:

Updated Feature(s): ChimeV5.Reporting, ChimeV5.Reporting.AdditionalReports, ChimeV5.AgentUI, ChimeV5.StandardReplies, ChimeV5.Core.Abstractions, ChimeV5.Outages, ChimeV5.Pipeline.ConnectToAgent, ChimeV5.Pipeline.ConnectToAgentWithEscalation, ChimeV5.AI.AgentChatAssist

Update: Reports - Register ticketing meta data fields with reporting metrics for report builder (Ticket #5477) (Image)
Fix: Outages - Pipeline error message recorded when there are no active chats (Ticket #5472)
Update: Report - Update labels displayed for Session.Deflected
Update: Report - Round chart labels to 2 decimal places (Ticket #5466) (Image)
Update: Agent AI Assist - Add data tracking and new metadata values for any message sent by agent, number AI messages sent by agent, number of AI suggestions generated (Ticket #5462) (Image)
Update: Agent Dashboard UI - Added standard replies page to the left side nav bar on the agent dashboard (Ticket #5469) (Image)
Update: Reports - Update 'Start Date' and 'End Date' to hide the time by default and add a clock toggle to display it (Ticket #5480) (Image)
Added: Reports - Added a new suite of deflection reports and new report category 'Deflection Analysis' as well as a single to be added to the KPI category (Ticket #5479) (Image)
- KPI - Analysis: Deflected by Reason vs Total vs Connected (Bar)
- Deflection Analysis - Analysis: Deflected by Reason vs Total vs Connected (Bar)
- Deflection Analysis - Analysis: Deflected Chats By Reason (Bar)
- Deflection Analysis - Analysis: Deflected Chats By Reason (Pie)
- Deflection Analysis - Analysis: Deflected Chats Over Time (Line)
- Deflection Analysis - Analysis: Deflected vs Total Chats (Bar)
- Deflection Analysis - Analysis: Deflected vs Total Chats (Pie)
- Deflection Analysis - Analysis: Deflected vs Total Chats vs Connected to Agent (Bar)
- Deflection Analysis - Details: AI Chat Deflection vs Total Chats (Bar)
- Deflection Analysis - Details: AI Chat Deflection vs Total Chats Over Time (Line)
- Deflection Analysis - Details: FAQ Deflection vs Total Chats (Bar)
- Deflection Analysis - Details: FAQ Deflection vs Total Chats Over Time (Line)
- Deflection Analysis - Details: Outages Deflection vs Total Chats (Bar)
- Deflection Analysis - Details: Outages Deflection vs Total Chat Over Time (Line)
- Deflection Analysis - Details: Ticketing Deflection vs Total Chats (Bar)
- Deflection Analysis - Details: Ticketing Deflection vs Total Chats Over Time (Line)
Fix: Reports - Remove duplicate submit button (Ticket #5480)
Update: Reports - Add download as CSV button (Image)
Added: Feature - Added additional reports feature (Image)

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Version: 2024.8.12.2361 (August 13, 2024)

Details:

Updated Feature(s): ChimeV5.Reporting, ChimeV5.FAQ, ChimeV5.Pipeline.FAQLookup, ChimeV5.Debug, OrchardCore.Cms.Web, ChimeV5.AgentUI, ChimeV5.Core.Abstractions, ChimeV5.Outages, ChimeV5.Pipeline.ConnectToagentWithEscalation, ChimeV5.Pipeline.SummarizeConversation, ChimeV5.Pipeline.TransferToTenant, ChimeV5.Pipeline.SolarwindsTickets, ChimeV5.Pipeline.JIRATickets, ChimeV5.Pipeline.InvgateTickets, ChimeV5.Pages, ChimeV5.Pipeline.OrchardCommon, ChimeV5.TagsImport

Update: Reports - Use data labels plugin to show chart value labels (Ticket #5412) (Image)
Update: FAQs - Add language field to FAQs (Ticket #5465) (Image) (Image)
Update: FAQ Lookup - Added 'Language Search Metadata Field' and 'Exact Language Match Required' toggle to pipeline item (Ticket #5465) (Image) (Image)
Update: Test FAQ Lookup - Added 'Locale' field and 'Exact Language Match' toggle as well as the 'Language' column of the FAQs list (Ticket #5465) (Image)
Update: Logging - Updated log file naming and download date on the Logs page (Ticket #5454)
Update: Agent Dashboard - Redesign of the agent dashboard UI and updated 'Waiting', 'Longest Waiting', and 'Agents Online' values (Ticket #5469) (Image) (Image) (Image) (Image)
Update: Outages - When an outage is selected the Session.State is no longer marked as deflected (Ticket #5467)
Update: SolarWinds, JIRA, & InvGate Ticket List - Updated description on card to truncate if it exceeds 250 characters (Ticket #5468)
Fix: Tenant Standup - Fixes around log file naming and recipe migrations (Ticket #5470)
Update: Tenant Standup Recipe - Updated report recipes to add authors and tags for reports in the 'Report Definitions' list (Ticket #5457)
Update: Tenant Standup Recipe - Update New Guests Total & Added Over Time report to show new per time period and total values (Ticket #5471) (Image)

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Version: 2024.8.5.2349 (August 6, 2024)

Details:

Updated Feature(s): ChimeV5.Core.Abstractions, ChimeV5.Pipeline.ConnectToAgents, ChimeV5.Pipeline.ConnectToAgentsWithEscalation, ChimeV5.SessionStorage.Orchard

Update: Connect To Agent/Connect To Agent With Escalation - Add current wait time and StartedWaiting as values on the signalR routing event for dashboard and additional properties for "RoutingToAgents" event
Fix: Agent Web Client - Updated for rendering images in the chat transcript when multiple images are sent or uploaded via Teams (Ticket #5432) (GIF)
Update: Agent Web Client - Updated to display pasted image attachments inline in agent web client and convert attached teams images to card with pop out link when sent to agent (Ticket #5389) (GIF)
Added: AI Translation - Added timeout to requests to Microsoft Translator GetLanguages API (Ticket #5437)

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Version: 2024.8.1.2344 (August 1, 2024)

Details:

Updated Feature(s): ChimeV5.SessionStorage.Orchard, ChimeV5.BotWorkflows, ChimeV5.Core.Abstractions, ChimeV5.UI.Abstractions, ChimeV5.Pipeline.SolarwindsCreateTicket, ChimeV5.Reporting

Update: SolarWinds Create/Update Ticket - Added ability to set custom tags and set visibility of chat transcript (in ticket) (Ticket #5433, #5435) (Image)(Image)(Image)
Added: Admin Chat Transcript Page - Added a new Chat Transcripts page under the Chime Content dropdown submenu to view chat transcript content items (Ticket #5461) (Image)(Image)(Image)
Added: Reports - Added New Reports:
- Chat Resolution – Average Chat Duration vs Total Resolved Chats by Agent (Bar) (Ticket #5450) (Image)
- Chat Resolution – Average Chat Duration vs Total Resolved Chats (Bar) (Ticket #5448) (Image)
- Average Guest Rating by Agent (Bar) (Ticket #5441) (Image)
- Chat Resolution – Chat Duration vs Total Resolved Chats (Bar) (Ticket #5447) (Image)
- Chat Resolution – Chat Duration vs Total Resolved Chats by Agent (Bar) (Ticket #5449) (Image)
- Inbound vs Connect by Agent (Bar) (Ticket #5443) (Image)
- Number of Chats by Guest Rating (Bar) (Ticket #5440) (Image)
Update: Error Checking & Logging - Updates around adding and removing chats from SessionCache (Ticket #5453)

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Version: 2024.7.30.2335 (July 30, 2024)

Details:

Updated Feature(s): ChimeV5.AgentUI, ChimeV5.ManagerUI, ChimeV5.SessionStorage.Orchard, ChimeV5.Pipeline.FAQLookup, ChimeV5.Core.Abstractions, ChimeV5.Reporting, ChimeV5.BotEndpoint, ChimeV5.Ticketing.JIRA

Fix: Agent Web Client - Update to support rendering of incoming questions with special characters (Ticket #5395) (Image)
Update: Agent Web Client - Update the 'agent already picked chat' message with the name of the agent that picked it (Ticket #5414) (Image)
Update: Agent User Profile Settings - Display current time zone on agent user profile (Ticket #5416) (Image)
Added: User Time Zone Feature - Provides a way to set the time zone per user rather than on a system level (Ticket #5415) (Image)
Update: Manager Manage People/User Profile - Display current time zone for specified user, add option to update the time zone for a user (Ticket #5416) (Image)
Update: Agent Web Client - Update chat transcript adaptive card h1 css to display smaller text titles for ticket lists (Ticket #5418) (Image)
Update: Agent Web Client - Add the guest.platform value (i.e. Windows) on 'Guest' tab of the agent web client UI (Ticket #5415) (Image)
Update: FAQ Lookup - Update the FAQ card title font size to be 'Default' and update text to no longer say AI (Ticket #5429) (Image)
Update: JIRA Ticket List - Default sorting method for tickets by last updated (Ticket #5370) (Image)
Update: Bot Endpoint - Rearrange the order of transcript/attachment saving for the initial message activity (Ticket #5432) (Image)
Update: Tenant ID Caching - Cache the O365 tenant ID for an Orchard tenant rather than looking it up from the database (Ticket #5393)
Added: Reports - Added various new reports (Tickets #5423, #5424, #5425, #5426, #5427, #5428)
- ASA - Average Speed To Answer - By Agent List (Bar) (Image)
- ASA - Average Speed To Answer Over Time (Line) (Image)
- Average Guest Rating Over Time - CSAT (Line) (Image)
- Average Time Connected to an Agent (Line) (Image)
- Chat Statistics - Simplified (Bar) (Image)
- Chat Statistics (Bar) (Image)
- Connected Chats by Duration (Bar) (Image)

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Version: 2024.7.24.2304 (July 24, 2024)

Details:

Updated Feature(s): ChimeV5.Pipelines, ChimeV5.Pipeline.SolarwindsCreateTicket, ChimeV5.FAQ, ChimeV5.Pipeline.FAQLookup, ChimeV5.Reporting, OrchardCore.Cms.Web, ChimeV5.StandardReplies, ChimeV5.SharepointFaqImporter

Update: SharePoint Settings - Added the support for site display name updates reflecting correctly in the Chime UI (Ticket #5397) (GIF)
Update: Standard Replies - Update adaptive card reply type to be filled with an empty card upon selection (Ticket #5399) (Image)
Update: Tenant Standup Recipe - Updated agent message branding card with 'Sender' metadata rather than 'Guest' (Ticket #5396) (Image)
Update: Reports - Update options object used by pie charts to omit y-axis, do not show empty chart canvas when there are no results for a report (Ticket #5392) (Image)
Update: Pipeline List UI - Add a test pipeline button on the pipeline list views (Ticket #5390) (Image)
Update: SolarWinds Create/Update Ticket - When updating/creating a ticket the seeker rating and comments are added to the ticket commends field (Ticket #5404) (Image)

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Version: 2024.7.23.2297 (July 23, 2024)

Details:

Updated Feature(s): ChimeV5.AgentUI, ChimeV5.BotEndpoint, ChimeV5.ChimeTenant, ChimeV5.Core.Abstractions, ChimeV5.Pipeline.ConnectToAgent, ChimeV5.Pipeline.ConnectToAgentWithEscalation, ChimeV5.Teams.AgentNotifications, ChimeV5.OrchardUtils, CHimeV5.TenantRepository, ChimeV5.SessionStorage.Orchard

Updated: Agent Web Client - Updated routing to include additional data such as wait time, active pipeline stage key that was active, and connection time. (Image)
Updated: Agent Web Client - Updated chat transcript to include tooltips on the message transcript with UTC message timestamp and sender type. (Image)
Update: Connect To Agent/Connect To Agent With Escalation - If the agent tries to connect to a chat while it is not in a route-to-agent state or processing a /end command, send them back a message indicating that is the case. (Ticket #5398) (Image)
Update: Error Handling and Logging (Ticket #5394) (Ticket #5393)
- Explicitly list that we have sent the fallback attachment card.
- Agent web client LeaveChat action.
- Agent sessions when added on backend.
- Clearing allowed agent in distributed session cache.
- Session details/agent web client controller action.
- Handling agent join BF events.
- Skip populating Teams address data on ContinueConversation events.
- Handling of database connection errors.
- Additional logging for SQL connection errors.

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Version: 2024.7.18.2292 (July 18, 2024)

Details:

Updated Feature(s): ChimeV5.Pipeline.SolarwindsCreateTicket, ChimeV5.AgentUI, ChimeV5.BotEndpoint, ChimeV5.ChimeTenant, ChimeV5.Core.Abstractions

Updated: Agent UI - Added quick checks to prevent multiple agents joining chats and notification message if another agent has joined the chat (Ticket #5357)
Updated: Solarwinds Create Ticket - Added custom field 'Ticket Origin' to ticket created by Chime (Ticket #5391)
Updated: Solarwinds Create Ticket - Add support for cases where attachment name is missing, get name from the content URL (Ticket #5391)

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Version: 2024.7.15.2289 (July 16, 2024)

Details:

Updated Feature(s): ChimeV5.BotEndpoint, ChimeV5.BotFileAttachments, ChimeV5.Core.Abstractions, ChimeV5.Pipeline.ConnectToAgent, ChimeV5.Pipeline.ConnectToAgentWithEscalation, ChimeV5.Pipeline.SoalrwindsCreateTicket, ChimeV5.Ticketing.Solarwinds,

Update: Standard Replies - Update handling of markdown standard replies so that /commands will work as expected (Ticket #5372) (GIF)
Update: Solarwinds Ticket List - Use filter 'requested_by' to lookup tickets (Ticket #5388)
Fix: Connect To Agent, Connect To Agent With Escalation - Reset the next pointer of the connect-to-agent pipeline items when they are re-entered, clear the ConnectedToAgent timestamp when in 'Waiting' state (Ticket #5387)
Fix: Solarwinds Create/Update Ticket - Ensure no duplicate inline attachments appear twice in the ticket comments (Ticket #5388)

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Version: 2024.7.11.2286 (July 11, 2024)

Details:

Updated Feature(s): ChimeV5.Pipeline.JIRATickets, ChimeV5.Reporting, ChimeV5.Pipeline.InvgateCreateTicket, ChimeV5.Pipeline.ConnectToAgent, ChimeV5.Pipeline.ConnectToAgentWithEscalation, ChimeV5.Pipeline.SolarwindsCreateTicket, ChimeV5.Ticketing.Solarwinds, ChimeV5.Ticketing.JIRA, ChimeV5.Reporting

Added: Metadata - New metadata field Guest.SessionRating & Guest.SessionRatingComment added for improved reporting (Ticket #5379) (Image)
Update: JIRA Ticketing - Debug logging updates (Ticket #5370)
Update: FAQ Reports - Make columns in report tables resizable (Ticket #5631) (GIF)
Update: Connect to Agent with Escalation - Inject temporary metadata for the agent the joined/left the chat when generating corresponding card for route-to-agent pipelines (Ticket #5385) (Image)
Update: Connect to Agent with Escalation - Updated metadata to support if an agent picks up a chat after it was picked and escalated by a prior stage (Ticket #5374, #5381)
Update: SolarWinds Ticket Create - Apply Tag 'VTB2' for tickets created by Chime v5, update formatting of inline attachments (Ticket #5380) (Image)(Image)
Update: JIRA Ticket List - Add a toggle option to 'Use Mock Data' (Ticket #5370) (Image)
Update: Invgate ticket create - Allow pipeline to set ticket priority (Image)
Fix: JIRA Ticket List - Fix for maximum ticket count (Ticket #5470)

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Version: 2024.7.8.2277 (July 8, 2024)

Details:

Updated Feature(s): ChimeV5.AgentUI, ChimeV5.FAQ, ChimeV5.OrchardUtils, ChimeV5.Pipeline.FAQLookup, ChimeV5.UI.ActiveChats, ChimeV5.UI.ChatHistory, ChimeV5.SessionStorage.Orchard, ChimeV5.Pipeline.JIRACreateTicket, ChimeV5.Ticketing.JIRA, ChimeV5.Pipeline.JIRATickets

Added: FAQ Reports - Added new section on the manager dashboard for FAQ specific reports
Added: FAQ Reports - Added new reports for:
- Top 5 FAQs by Views (Image)
- Top 5 FAQs Opened in Chats (Image)
- Top 5 FAQs Displayed by FAQ Lookup (Image)
Updated: Local Memory-Cache - Updated to retain the memory-cache for cases where the chat is active on one instance (Ticket #5367, #5369)
Fix: Agent Web Client - Updated the 'History' tab to include the arrows indicating sorting order for the list (Ticket #5366) (Image)
Update: FAQ Export/Deployment - Strip all the metadata parts when exporting FAQs, so it just gets the content into the recipe (Ticket #5371)
Update: JIRA Ticketing - Added API call to get all accounts for the email username
Update: JIRA Ticketing/Ticket List Pipeline - If user has multiple accounts, use the active/atlassian account & use the active user account for ticket listing

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Version: 2024.6.26.2265 (June 26, 2024)

Details:

Updated Feature(s): ChimeV5.Pipeline.SolarwindsCreateTicket, ChimeV5.AgentUI, ChimeV5.FAQ, ChimeV5.Pipeline.FAQLookup, ChimeV5.UI.Abstractions, Chimev5.Pipeline.BossDeskTickets, ChimeV5.Core.Abstractions, ChimeV5.OrchardUtils, ChimeV5.AI.AzureOpenAI, ChimeV5.FAQ.Tests, ChimeV5.AdaptiveCards, ChimeV5.AdminKitTheme, ChimeV5.Webclient, ChimeV5.UI.ChatHistory, OrchardCore.Cms.Web, ChimeV5.pipeline.ConnectToAgent, ChimeV5.Pipeline.ConnectToAgentWithEscalation, ChimeV5.Reporting

Added: BossDesk Ticketing Support - Configuration page with credential verification (Ticket #5239) (Image)
Added: BossDesk Ticketing Support - BossDesk Ticket List Pipeline (Ticket #5239) (Image)
Added: Connect To Agent With Escalation Pipeline - Added new pipeline stage that allows for agents to escalate chat to another pipeline stage/agent list with associated metadata, reports, and module in flow. (Ticket #5319) (Gif) (Image) (Image) (Image) (Image) (Image)
Added: FAQ View Stats - New tab within the FAQ editor that displays view statistics for the FAQ item. This data is updated whenever someone views the article (Ticket #5356) (Image)
Update: App Insights Tracking - Ensure app insights is loaded on guest web client and tracking code is injected into agent client/session details (Ticket #5358)
Update: Solarwinds Create or Update Ticket - Track attachment URLs in ITSM and add inline attachment preview links and preview for images (Ticket #5359) (Image)
Update: Agent Webclient FAQs Tab - Display opened/not opened state for FAQs sent to guest using click tracking (Ticket #5218) (Image)

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Version: 2024.6.13.2242 (June 13, 2024)

Details:

Updated Feature(s): ChimeV5.ChimeTenant, ChimeV5.Core.Abstractions, ChimeV5.Pipeline.ConnectToAgent, ChimeV5.SessionStorage.Orchard, ChimeV5.AgentUI, ChimeV5.Pipeline.SummarizeConversation, ChimeV5.AI.AzureOpenAI, ChimeV5.AI.ConversationalAnalysis, ChimeV5.Core.Abstractions.Tests, ChimeV5.Pipeline.InvgateTickets, ChimeV5.Pipeline.FAQLookup

Fix: Session Metadata - Prevent concurrent updates to session metadata document to prevent concurrency issues (Ticket #5349)
Update: FAQ Lookup - Add view for session FAQ part when viewing the chat session content item (Ticket #5340) (Image)
Update: Invgate Ticket List - Hide fields based on configuration (Ticket #5337) (Image)(Image)
Update: Email Hyperlinks - Updated linkifying code to handle email address with period in email username (Ticket #5353) (Image)
Update: Connect To Agent - Add retry logic for sending messages to Bot Framework, notify agent if message was still not sent (Ticket #5355)
Update: Summarize Conversation Pipeline - Added error handling for Summarize Conversation pipeline (Ticket #5352)
Update: Chat Session Storage - In session details view, if the transcript document doesn't exist, it will try to find it by display name and fix up the session record (Ticket #5352)