Edify App

New features

Chat

You can now use the @ symbol to Mention a specific user in a channel or direct message or the entire channel. Mentioned users will see the @ symbol followed by their name in gold text. Other users will see the @ symbol followed by the user’s name in blue text.

Notification options for channels or direct messages

There are two options for notifications in channels and direct messages: All and Mentions.

• All - Get notifications and unread counts when anyone posts in a chat or direct message.

• Mentions - Only get notifications and unread counts when you or the entire channel is mentioned.

Note: These settings also apply to mobile, but can only be changed on the desktop app.

Click the tri-dot to the right of the channel then select Notifications or use the Notifications dropdown menu in Channel Settings to select your preferred notification setting.

Note: If a channel was set to Mute prior to the release, it will be updated to be set to Mentions.

Improvements

Chat

• You can now copy text and view pictures in the Saved Messages channel, previously it would navigate you to that message’s channel. Clicking outside of the text/picture in the message will still navigate to the message’s channel.

• We now handle profile picture updates better in all places where they show so that they are more accurate.

Pinned Messages

• You can now hover over the pin icon to view who pinned the message and the date it was pinned.

Queue

• The Wait Time metric will now immediately update once the interaction reaches Connected status instead of waiting until the interaction reaches Completed status.

Analytics

• Updated the Merge Reports feature to only show Linked columns once in the report instead of showing them duplicated.

• You can now hide the side panel of reports in View mode to allow for more space on the screen.

• Added a new chart type called “Sankey Chart” that displays how customers are flowing through workflows.

  • • Create your report using the new “Workflow Tracking” datasource to use this chart. Once created, the columns/groups are predefined and cannot be updated. 

    • You can select the Workflow and Version from the dropdowns at the top and update the filters. 

    • After you have a workflow with data, then you can create a chart using the normal chart creation process; just choose `Sankey Chart` as the type.

• Added Call Metrics and User Call Data tabled in the qosData datasource.

Workflow Replay

• You can now see the name and version of the workflow in the header on Workflow Replay.

Edify Console

Improvements

Tags

Account Settings

• The Country field is now a dropdown menu rather than an open text field.

• Improved the way pages with a single container handle browser window widths. This helps to maximize screen real estate.

Audio Uploads

• Removed the option of playing back the file at different speeds.

• Removed a duplicate network request on the detail view page.

• Updated the tooltip for adding a new Audio Upload to be correct. It now displays the words “New Audio Upload”.