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- ADDED: A Reply All button for Tickets
- ADDED: The ability for WhosOn to report to multiple servers for the same Web site
- CHANGED: The Auto-Logout field for agent group settings is now configurable by minutes
- CHANGED: The customer's avatar and name no longer display as related items in the Communication tab of a Ticket
- EFFICIENCY: Active, waiting, and closed Tickets now load faster in MySQL
- EFFICIENCY: Performing an advanced search for Tickets will now process faster in MySQL
- FIXED: Advanced searches by email address now display results properly
- FIXED: Deleting agents after a survey is sent no longer affects the customer's ability to submit the survey
- FIXED: KB article searches now return results for all brands
- FIXED: Language strings can now be saved as the default name
- FIXED: Surveys now function as expected when a customer chooses not to respond to a yes/no question
- FIXED: The ability to email a list of previously submitted Tickets is only available if mail settings are set up for the brand
- FIXED: The ability to email a list of previously submitted Tickets to a customer is now limited by brand
- FIXED: The link in auto-responders to view Tickets in the portal now works correctly, regardless of locale
- FIXED: The Related Items tab of a Ticket is no longer blank if the Ticket isn't assigned to the agent
- FIXED: The Remember Me checkbox in the portal now works as expected
- FIXED: The setting for handing off Live Chats without a response is now labeled correctly
- FIXED: The survey breakdown reports now work with databases configured with a table prefix other than "st_"
- FIXED: The Test Settings buttons for department POP and SMTP settings now work as expected
- FIXED: The Ticket grid now updates when the main window is used for composing new Tickets
- FIXED: The Ticket Handling summary and trend reports now work in MySQL
- FIXED: WhosOn now works on sites that are partially set up with SSL certificates
- FIXED: A licensing error will no longer occur if you upgrade SmarterTrack using a MySQL database
- FIXED: Parent level KB categories will now show up in the portal if a subcategory contains articles for the current brand
- FIXED: Supported languages can now be deleted if they were being used by a translatable string
- ADDED: A new event action setting that includes the text of a custom Ticket message in the conversation thread
- ADDED: A new event action setting that resets idle time when custom Ticket messages are sent
- ADDED: A new setting that limits the number of waiting Tickets processed by the Ticket idle event
- ADDED: New Live Chat grid columns that list the customer's display name and username
- ADDED: New Ticket grid columns that list the customer's display name and username
- ADDED: The ability to track a registered user's full name, username, and email address via WhosOn when the user is logged in to the portal
- ADDED: The ability to view which brand a Live Chat belongs to via the Live Chats grid, preview pane, and pop-up window
- ADDED: The ability to view which brand a Ticket belongs via the Tickets grid, preview pane, and pop-up window
- CHANGED: Surveys sent to a customer as a response to a Ticket now use the department's mail settings instead of brand
- CHANGED: The idle parameter for Ticket idle events is now a required condition
- CHANGED: The Ticket idle event can now be configured for waiting Tickets
- CHANGED: Tickets that are replied to using the send and transfer method now include any transfer notes above the response
- FIXED: All survey-based reports now show data appropriate to the time frame selected
- FIXED: Custom reports can now properly be exported via CSV and TAB
- FIXED: Modifying default roles no longer limits portal functionality
- FIXED: Session state now displays information in the left tree view correctly
- FIXED: Survey reports filtered by agent or survey type now display properly
- FIXED: Surveys sent to a customer as a response to a Ticket can now be initiated by the system properly
- FIXED: The Comment Type variable now properly inserts into event actions for Ticket comments
- FIXED: The KB articles view in the portal now shows categories that contain at least one article for the current brand
- FIXED: The KB Contribution trend report now work properly in MySQL
- FIXED: The KB Popularity trend report now work properly in MySQL
- FIXED: The KB Searches trend report now work properly in MySQL
- FIXED: The KB Searches Without Results report now work properly in MySQL
- FIXED: The KB Searches Without Views report now work properly in MySQL
- FIXED: The Live Chat window no longer rapidly refreshes when a Live Chat is transferred to the queue
- FIXED: The Ticket Comment Added event now fires once as designed
- ADDED: A new optional field has been added to live chat links that allows you to choose a new navigate url when chat is online
- ADDED: A new WhosOn node for All Visitors has been added that displays all visitors on your tracked sites regardless of brand or filter
- CHANGED: Miscellaneous text changes to enhance the user experience
- EFFICIENCY: Background update script made more efficient
- FIXED: An exception will no longer get thrown in the KeepAlive function for GetChatNotifications()
- FIXED: Company names or site titles over 50 characters in length will no longer cause upgrade to stall
- FIXED: Email template editor will no longer resize incorrectly
- FIXED: If you add a custom field to a signature and attempt to reply to an existing ticket it will now properly use it
- FIXED: If you delete a custom field that's being used in signatures it will no longer throw an exception when composing a ticket or reply
- FIXED: KeepAlive function will no longer throw an error when you log into an agent account when there are no departments configured in the system
- FIXED: Many departments and agents will no longer cause the left side to stop updating
- FIXED: MySql users will now be able to modify existing roles
- FIXED: The Live Chat page in the Management Interface will no longer refresh multiple times after it is taken from the queue
- FIXED: The Live Chat preview pane will no longer show the agent popup page when the chat is transferred
- FIXED: The portal will no longer load in the inner frame of the management interface when you are logged out automatically
- FIXED: The ticket external provider will now allow tickets to be submitted even when an error occurs in the external web service
- FIXED: The tree view will now function properly if an existing agent has its agent role removed
- ADDED: A broadcast message feature that allows organizations to send messages to all active sessions and users on the portal (such as a message notifiying portal visitors that a server is going down)
- ADDED: A broadcast message feature that allows organizations to send messages to all active sessions and users on the Web site (such as a message notifiying Web site visitors that a server is going down)
- ADDED: A broadcast message feature that allows system administrators to send messages to all active sessions and users on the management interface (such as a message notifying agents that a server is going down)
- ADDED: A delivery delay setting to the email settings page so that real-time antivirus or tools can act on messages within the spool
- ADDED: A Live Chat summary page that displays upon completion of a Live Chat. This page allows customers to email a copy of the Live Chat to themselves, review a transcript of the chat, or provide feedback through a defined survey.
- ADDED: A setting to limit the type of attachments that can or can’t be accepted
- ADDED: A spool page in the system settings folder to monitor and manage (retry, view, delete) outgoing and incoming emails
- ADDED: A survey rating system that makes it easier to review results and performance
- ADDED: A survey system
- ADDED: A WhosOn preview pane that provides detailed information related to each session and user on the Web site, portal or management interface
- ADDED: Additional filtering options to monitor active sessions and users
- ADDED: Additional roles. Available roles include: Everyone, Manager, Agent, Registered User, Registered User with Verified Email, System Administrator, and Database Administrator
- ADDED: Agent messaging via instant messenger (IM)
- ADDED: Agent messaging via permanent chat rooms
- ADDED: Brands and their associated departments and agents are displayed in the tree view
- ADDED: Company logo can be added in the setup wizard
- ADDED: Completion of custom fields can now be required before a Ticket can be closed by an agent
- ADDED: Currency formats for all known locales in General Settings
- ADDED: Custom field support for departments, groups, users, and brands
- ADDED: Detection of bad URLs being pushed to end users in Live Chat
- ADDED: Dynamic signatures with variables based upon unique field information from departments and brands
- ADDED: Events have been added to monitor all aspects of the new survey system based on results or completion
- ADDED: Folder name now shows in Portal when using KB search
- ADDED: Google translate can now be used when editing KB articles if multiple supported languages configured
- ADDED: Google Translate feature for Live Chat. Both native and converted language will be displayed to each user, allowing agents to support users with different languages
- ADDED: Languages can be assigned to agents and departments to aid intelligent Ticket and Live Chat routing
- ADDED: Links to other translations appear on KB articles within the portal for informational purposes.
- ADDED: More RAD windows throughout the application to improve usability
- ADDED: New field validation controls to all of SmarterTrack for consistent error-checking and messages
- ADDED: New grid control for WhosOn allowing for unlimited number of active sessions and users
- ADDED: Public facing text is translatable by administrator (portal titles, department names etc.)
- ADDED: Related translation support for KB articles
- ADDED: Related translation support for news items
- ADDED: Reports for the new survey system at the system, department, or agent level
- ADDED: Required custom fields are now marked with red asterisks
- ADDED: Spam and Delete buttons to the Ticket pop-up window
- ADDED: Statistics tabs to the preview pane for KB articles, news, and canned replies
- ADDED: Support for multiple brands
- ADDED: Survey actions that allow surveys to be launched based upon any system or user event
- ADDED: Table wizard feature available from a button in the WYSIWYG editor
- ADDED: The ability to access the complete history of an IM for Sarbanes Oxley compliance.
- ADDED: The ability to add multiple attachments when creating a Ticket via the portal
- ADDED: The ability to add variables to emails. Variabales are now available from a button in the WYSIWYG editor.
- ADDED: The ability to assign agents to multiple Brands
- ADDED: The ability to assign different email addresses to brands
- ADDED: The ability to associate WhosOn, KB articles, news and languages to brands
- ADDED: The ability to automatically display surveys to customers upon ending a Live Chat
- ADDED: The ability to collect and monitor custom data in WhosOn, such as shopping cart items, etc.
- ADDED: The ability to configure roles can be configured for both agents and end-users
- ADDED: The ability to configure the Live Chat department selection text that appears in portal
- ADDED: The ability to configure the portal show KB articles and new items of the active language
- ADDED: The ability to configure the Ticket department selection text that appears in portal
- ADDED: The ability to create custom roles
- ADDED: The ability to define signatures at the system level and by brand
- ADDED: The ability to extend the portal with tabs and custom development or tools
- ADDED: The ability to filter canned replies by language
- ADDED: The ability to observe chat rooms without joining them
- ADDED: The ability to restrict agent access to KB, news, reporting, Ticket deletion, Ticket purging, and more
- ADDED: The ability to review all survey results for a particular agent
- ADDED: The ability to review all survey results for a particular survey
- ADDED: The ability to set permissions to join chat rooms
- ADDED: The ability to use Live Chats and IM simultaneously
- ADDED: The ability to use the Get Assistance from Tickets and Live Chats
- ADDED: Undo/redo feature available from a button in the WYSIWYG editor
- ADDED: Web service has been added to perform “garbage collection” from third-party tools to optimize performance
- ADDED: Web service has been added to search articles in a specific parent folder
- CHANGED: Alerts have been replaced with Events, and should be recreated after upgrade from 3.x.
- CHANGED: Captcha control was replaced with an image-based system for better rendering in some browsers
- CHANGED: Chat sounds have been re-recorded to improve sound quality
- CHANGED: Cleaned up language files and reduced overall language strings to simplify translations
- CHANGED: Existing signatures are now considered to be a footer to a Ticket. Signatures should be re-created within the new signature settings area.
- CHANGED: File manager icons have been combined into a drop-down list within the WYSIWYG editor
- CHANGED: Grid controls are now more efficient
- CHANGED: Grids that do not have lot of rows no longer have a pager at the bottom and will list all items
- CHANGED: If no actions are available upon logout, the pop-up window will not appear
- CHANGED: KB article view permissions field no longer exists. A role should be assigned to manage permissions
- CHANGED: Live Chat coaching area now has a brighter color so it is more noticeable
- CHANGED: Live Chat coaching now displays to the right of both printed and inactive Live Chat transcripts
- CHANGED: Live Chat push pages have been re-designed
- CHANGED: New icons for KB, news, surveys, and more
- CHANGED: Registered Users and Registered Users with Verified Email Addresses are now unique roles
- CHANGED: Signatures have been enhanced and need to be recreated after upgrade.
- CHANGED: Skin overrides for agents are now enabled new installations
- CHANGED: SMTP and POP password fields now mask the password for security
- CHANGED: The Live Chat window now closes when the session is transferred to another agent
- CHANGED: The new footer for a Ticket field has been disabled by default as new generic Signatures will be enabled and should be modified.
- CHANGED: Ticket conversations show conversations more efficiently and no longer have empty space
- CHANGED: To avoid looping, emails can no longer be forwarded to department email addresses
- CHANGED: To prevent looping, auto-responders can no longer be sent to department email addresses
- CHANGED: To prevent looping, quality control emails can no longer be sent to department email addresses
- CHANGED: Uploaded avatars automatically adjust to the required size
- CHANGED: When closing a Live Chat window without ending the chat, a warning window launches that Live Chat is still active
- CHANGED: When Live Chat sessions end, the Live Chat window will turn gray and cannot be edited
- CHANGED: WhosOn now displays the first item in the list automatically
- CHANGED: Workspace and Manage areas have new dedicated areas for Ticket, Live Chat, WhosOn, Instant Messenge,r and Chat Rooms to improve the user experience
- EFFICIENCY: Advanced searches are much faster than in previous versions
- EFFICIENCY: Clicking Transfer on a Ticket now functions efficiently
- EFFICIENCY: New controls and libraries have been updated to reduce overall page sizes, increase speed, and improve browser compatibility
- EFFICIENCY: Reduced the number of images used in the portal to reduce download times
- EFFICIENCY: Reduced the number of threads SmarterTrack uses
- EFFICIENCY: Search token stats re-calculation has been improved significantly
- EFFICIENCY: The left tree view in the Manage and Workspace areas is more efficient and displays current read and unread items more effectively
- EFFICIENCY: The number of queries SmarterTrack makes to the database has been drastically reduced to improve the overall performance of the application
- EFFICIENCY: WYSIWYG editor is faster and more efficient across browsers
- FIXED: Attachments are now properly associated to the primary Ticket when Tickets are merged
- FIXED: Business hours conflicts with UTC upon carry-over from previous days now behave as expected and do not fail
- FIXED: Changes have been made to reduce the possibility of messages duplicating themselves in Live Chat on slow connections.
- FIXED: Cleaner error messages now appear when a failed connection occurs from an external provider
- FIXED: Custom fields now set as expected for invited Live Chats
- FIXED: Default user compose font changed to Tahoma 10pt.
- FIXED: Email Address is no longer listed twice in the search bar for Tickets
- FIXED: Get from Queue button should not appear on the Global Tickets and Live Chat pages
- FIXED: Get from Queue page refreshes efficiently with improved AJAX control
- FIXED: Max Upload size for all file managers in WYSIWYG editor now matches the max upload size set in the web.config file
- FIXED: Primary administrator cannot be accidentally deleted
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Here for the release notes for version 3.x
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