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| *NEW* Live monitoring of users on website | | | | |
| *NEW* Integrated with Live Chat for pushing and inviting of Live Chats | | | | |
| *NEW* Filtering of users on website | | | | |
| *NEW* Integrated with Events system for automated actions | | | | |
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| *NEW* Associate Tickets to Tickets and Live Chats | | | | |
| *NEW* Agent responses by email | | | | |
| *NEW* Define custom fields for Tickets | | | | |
| *NEW* Distribution method Cherry Picking | | | | |
| *NEW* Distribution method Round Robin | | | | |
| *NEW* Distribution method Service Oriented | | | | |
| *NEW* Automatic and Manual rebalancing of Ticket workload | | | | |
| *NEW* Auto-suggest relative Tickets | | | | |
| *NEW* Auto-suggest relative KB articles | | | | |
| *NEW* Comments and resolutions | | | | |
| *NEW* View / search ticket history | | | | |
| *NEW* Intelligent ticket routing | | | | |
| *NEW* Ticket preview pane | | | | |
| *NEW* Ticket status icons | | | | |
| *NEW* Email Signature | | | | |
| *NEW* Canned Replies | | | | |
| *NEW* Transfer Tickets (to agents, departments, and groups) | | | | |
| *NEW* Search previous Tickets | | | | |
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| *NEW* Away from Keyboard options | | | | |
| *NEW* Automatic agent failover | | | | |
| *NEW* Co-chat with other agents | | | | |
| *NEW* Google Maps and Microsoft Virtual Earth integration | | | | |
| *NEW* Define custom fields for chats | | | | |
| *NEW* Manage chat queues | | | | |
| *NEW* Audible and visual alerts | | | | |
| *NEW* Chat idle time warning levels | | | | |
| *NEW* Administrator participation without transfer (coaching) | | | | |
| *NEW* Suggest relative KB articles | | | | |
| *NEW* Auto-detect associated ticket number | | | | |
| *NEW* Handle chats inline or as a popup | | | | |
| *NEW* Support for alternate agent avatars and identities (aliases) | | | | |
| *NEW* View / search chat history | | | | |
| *NEW* Search previous chats | | | | |
| *NEW* Transfer chats (to agents, departments, and groups) | | | | |
| *NEW* Automated responses | | | | |
| *NEW* Multiple chat session support | | | | |
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| *NEW* Compatible with SmarterNotify real-time notifications | | | | |
| *NEW* Event-driven architecture | | | | |
| *NEW* Notification Profiles | | | | |
| *NEW* Assign actions to events (e.g. transfers, escalations, notifications) | | | | |
| *NEW* Service Level Agreement (SLA) compatible | | | | |
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| *NEW* STReportingFramework | | | | |
| *NEW* Summary Reports (17 system and 18 agent) | | | | |
| *NEW* Trend Reports (26 system and 18 agent) | | | | |
| *NEW* Define report favorites | | | | |
| *NEW* Scheduled and On-demand email reports | | | | |
| *NEW* Define custom reports | | | | |
| *NEW* Export reports to CSV and TAB formats | | | | |
| *NEW* View Cost Analysis reports | | | | |
| *NEW* View custom field reports | | | | |
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| *NEW* Hidden departments | | | | |
| *NEW* Automate escalation with events | | | | |
| *NEW* Quality control | | | | |
| *NEW* Database optimized for large volumes | | | | |
| *NEW* Supervisor monitoring | | | | |
| *NEW* Real-time monitoring of Tickets | | | | |
| *NEW* Live monitoring of chats | | | | |
| *NEW* Define company structure | | | | |
| *NEW* Optional external providers | | | | |
| *NEW* Configurable access levels by role | | | | |
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| *NEW* Native web server included | | | | |
| *NEW* Internet Information Server (IIS) 6.0+ supported / recommended | | | | |
| *NEW* Stand-alone install included | | | | |
| *NEW* Compatible with shared hosting environments | | | | |
| *NEW* Supports MySQL Server 5.0 and higher | | | | |
| *NEW* Supports SQL Server 2005 and higher | | | | |
| *NEW* Implementation in Microsoft .Net 3.5 | | | | |
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| *NEW* Embed document links (attachments) in KB articles and news items | | | | |
| *NEW* Embed flash files (.swf) in KB articles and news items | | | | |
| *NEW* Embed images in KB articles and news items | | | | |
| *NEW* Embed media files in KB articles and news items | | | | |
| *NEW* HTML tag stripping tool | | | | |
| *NEW* Code block auto-format | | | | |
| *NEW* Set stale dates for articles | | | | |
| *NEW* View unsuccessful queries | | | | |
| *NEW* Edit multiple KB articles concurrently | | | | |
| *NEW* Mark as reviewed | | | | |
| *NEW* Mark as needs to be reviewed | | | | |
| *NEW* View statistics of an article | | | | |
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| *NEW* Define custom fields for Live Chats and Tickets | | | | |
| *NEW* Link to third-party databases via external providers | | | | |
| *NEW* Authenticate customer and agent logins via third-party sources | | | | |
| *NEW* Create canned replies for common questions/incidents | | | | |
| *NEW* Web services allow for integration into other applications | | | | |
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| *NEW* STInterfaceFramework (standardized skinning and elegant navigation) | | | | |
| *NEW* Optimized AJAX controls provide desktop application performance | | | | |
| *NEW* Multi-language compatible | | | | |
| *NEW* Extensive use of snapping panes | | | | |
| *NEW* AJAX Spell-Check | | | | |
| *NEW* Rich text editing | | | | |