New functionality
This is our main release description. The change notes are ordered in 3 different categories:
- New functionality
- Improvement
- Support
New functionality
DELIVERABLE FUNCTIONAL DESCRIPTION CHANGE CATEGORY EXTRA INFORMATIONAMI Dashboard
The new AMI Dashboard provides a single overview of key operational metrics, including total open conversations, assigned and unassigned conversations, conversations in alert or parked state, and daily information on SLA performance, response rate and closed conversations.
new
The general Dashboard provides the operational overview. From here, AMI will expand into Analytics (also referred to as Insights) for deeper insight into AMI usage and performance, including the ability to select a date range.
More information on Analytics will follow.
See image
AI Tagging
AI tags can now be generated directly from the AMI Tags access page, making it easy to review where AI tagging can be applied to open and closed conversations.
new
AI-generated tags are first created as drafts. They can then be reviewed and approved before becoming available for use in AMI. see See image
Conversation Updates
New conversations arriving in the AMI list are now indicated by a notification banner.
new
The user can decide when to load the new conversations. This prevents the current AMI view from being refreshed automatically and avoids interrupting ongoing work. The notification banner follows the currently active queue or filter and can be enabled or disabled from the AMI Settings page.
Improvement
DELIVERABLE FUNCTIONAL DESCRIPTION CHANGE CATEGORY EXTRA INFORMATIONCC and BCC field
Cc and Bcc always appear in the message header whenever a message contains them; they are no longer hidden behind the info toggle. As a result, a message containing only a Bcc used to be completely invisible.
improvement
Cursor focus
When you open a draft, the cursor is positioned directly in the message field rather than in an address field.
improvement
Smart search cancel button
You can now cancel the loading of search results. This will help in stopping a so called "wildcard" searching or when started a search request without setting any filter or timeframe, and ask to pull a conversation out of the entire AMI records.
improvement
see image
Pls experience and give us relevant feedback 🙏
Images shown as lightbox
Images as attachment will now open in a lightbox.
improvement
-
reconnect access check
Reconnect is disabled for expired or disconnected conversations.Before it showed an error toast message
improvement
-
in cache memory of CC and BCC address
A CC or BCC field that you have opened will remain visible even if you delete the last address.
Search entry equally stored
Recent searches now saved as the search term that was entered (rather than override to the conversation topic)
improvement
this is cache stored on user browser. in 3.20 we look for saving the searches on DB - profile of the user
Support
DELIVERABLE FUNCTIONAL DESCRIPTION CHANGE CATEGORY EXTRA INFORMATIONAccess to AMI backend
For more insights of the AMI system, we now can provide end user and/or reseller access to the AMI backend (aka ami-domain/status after being logged into AMI)
support
This is useful for conversation and queue sync (when new deployment is done or new division is added to AMI). Also allowance to look into user performance; did the ever logged in, permission check and more. And in development the allowance for AMI tagging - to set automatically labels to existing conversations. Contact us when this access is required
Reply and Reply All
better validation of addresses inside the fields
support
-
Reconnected calls cannot be transferred by AMI standard role
this it our believe what you want - not ability to re-open and move to another queue.
Note. With AMI extra role it looks like it can be achieved but not the case and toast error is hwon to user,
support
-
Alert notification conditions
The alert functionality has been improved and the aim is to see when conversations keep "too long" in alert state and take action
support
Now also allowed to look for all alerts inside theAMI dashboard. Interested - let us know