Over the past few days we’ve made the following changes:
- We added a new setting to send an email notification when there is a chat in the queue. The new setting is located in Settings -> Agent Settings -> Chat Reassignment -> Waiting Queue Team Status
- The “call me” feature on Design Studio has been improved with the addition of an international telephone code tool that identifies the user’s local country and pre-populates their country code into the textbox.
- We are now using an Open Street Map based view to show the visitors location in the chat portal and view case of the chat.
We addressed the root cause of an issue which has caused several delays in the processing of the logs, the stats and the 3rd party integration with CRMs and Help Desks over the last few months. We will continue to monitor the delay of the chat post processing pipeline for other sources of delays, but we are confident that this week fix is going to prevent the recent issues from recurring.