New Releases
This article will be continuously updated with the latest release information.
23/10/24 - Increase in font size
Following user feedback we have increased the font size to improve readability.
23/10/24 - Conversation Display Performance
Increased performance in the handling of conversations to ensure faster displays.
08/10/24 - Conversation Card and Window Update
Colours showing the conversations new into queue and unreplied to conversations have been standardised. Messages in the conversation window have had a colour refresh and icons added for channel type and automated messages.
- https://knowledge.webio.com/portal/en/kb/articles/conversations-screen-elements
- https://knowledge.webio.com/portal/en/kb/articles/order-and-colouring-of-the-conversations-9-10-2024
11/09/24 - Insights for Queue Management and Agent Activity
The insight for the agent activity by hour and the queue management are now available on your Insights tab.
Agent Activity by Hour shows you agent activity throughout the day, allowing you to plan and manage resource. To take a look, click into Logged Agents and scroll. Here you will see a visual showing the messages sent per hour. This can be filtered to only show specific agents if you need to. This uses cached data refreshed every 15 minutes.
Click on Live Queue Management in Insights to check on unanswered conversations in your queues. This is live data and will update each time you click into the visual. We apply groupings to the time to make it easier to read. You can also apply the filters as required e.g. you could filter to just show anything over x amount of time.
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