23.3 enhancements and patches
Version | SaaS | On premises | Fixed issues | Updates and enhancements |
|---|---|---|---|---|
23.3.04 |
| ✅️ | ||
23.3.03 |
|
| ||
23.3.02 | ✅️ | |||
23.3.01 |
|
| ||
23.3 | ✅️ |
BMC Software applies upgrades as described in BMC Helix Upgrade policy. BMC applies upgrades and patches during BMC Helix Upgrade policy.
(On premises only) Downloading and installing the patch
Downloading from EPD | |
Patch installation |
23.3.04
Define SLAs for support agents to respond faster to user queries
Administrators can set the color codes for SLA warnings and breaches in the Live Chat administration console.
Setting the color codes for SLA warnings and breaches in the Live Chat administration console helps admins differentiate between the warning and the SLA breach in the Monitoring dashboard. This enhancement helps agents to work quickly and within the defined SLA and provides faster resolution for user queries.
To learn more, see Defining-service-level-agreements.
Chat with a live agent in Canadian French and Hebrew
Administrators can add Canadian French and Hebrew as language options for translation. This enhancement helps Live Chat users to chat with support agents in Canadian French or Hebrew language, giving them the convenience of chatting in their preferred language.
To learn more, see Supported-languages-and-locales
Optimize chat response time by using the auto-assignment settings
With the auto-assignment settings, administrators can better manage chat assignments and queue handling, thereby reducing response delays to user queries. It streamlines chat management by reassigning the unanswered chats on reaching the maximum wait time. It also enhances agent efficiency by assigning them the number of chats as per their bandwidth. This improves overall customer satisfaction.
To learn more, see Configuring-the-chat-session-settings-for-support-agents.
View the Live Chat Survey feedback details on the Live Chat Survey dashboard
Use the Live Chat Survey dashboard to view the details of survey feedback provided by end users on their experience with Live Chat support agents. Use these metrics to analyze the support queues, support agent performance, and end-user satisfaction and to improve the Live Chat services.
For details, see Live Chat Survey dashboard in the BMC Helix Dashboards documentation.
What else changed in this release
Starting with Live Chat version 23.3.04, note the following significant changes in the product behavior:
Update | Product behavior in versions earlier than 23.3.04 | Product4 behavior in version 23.3.04 |
|---|---|---|
Support for right-aligned text | Support for right-aligned text is enabled to support right-to-left languages such as Hebrew. |
23.3.03
Use the auto-suggest feature in Live Chat dashboard search
Save time by typing in the first few characters of a company or support queue name in the Search box to generate reports in the Live Chat dashboard. This feature helps to filter a long list of available companies or support queues to select the correct item.
For more details, see Viewing support agents and assignments on the Monitoring Dashboard.
Associate a new chat to an existing incident or a work order
As an administrator, enable a flag in the Live Chat self-service portal for users to tag a new chat to an existing incident or a work order. With this feature, users can initiate a new conversation for an existing incident or work order, saving time by avoiding the creation of duplicate tickets for the same request.
For more details, see Setting-up-ticket-creation-from-Live-Chat.
Consent to use Gainsight Analytics for data collection
BMC uses Gainsight Analytics to collect telemetry data in Live Chat. Gainsight Analytics reporting provides insights about users’ activities within the application. It is used to gain web statistics and optimize the functionality and performance of the website. The data helps to gain insights on search behavior to assist with Live Chat personalization and marketing research.
An administrator can opt in or opt out of data collection from the BMC Helix Innovation Studio UI for the organization. Individual users can opt out of data consent from their profile.
Gainsight Analytics is enabled by default for new and old customers.
23.3.02
Use BMC HelixGPT to summarize a chat session during the chat transfer
An agent can view and edit the summary of a chat while transferring it to another agent. The agent to whom the chat is transferred can view the summary to understand the chat context and interact with an end user accordingly.
Supervisors can also view and edit the summary of a chat while it is transferred to an agent or a queue. This helps supervisors to make sure that the chat is transferred to the relevant agent or queue.
An administrator enables the summarization of BMC HelixGPT chats during the chat transfer.
Learn more about enabling and using this functionality in the following topics:
Collect end-user feedback on a live chat session
After a live chat session ends, a feedback survey is sent to an end user. End users can take the survey to provide a rating on the session and any additional inputs.
By enabling the survey and collecting feedback, an administrator gets insights into common issues amongst end users and how to improve the service resolution.
Learn more about enabling and providing the survey in the following topics:
23.3.01
Starting with Live Chat version 23.3.01, note the following significant changes in the product behavior:
Leverage BMC HelixGPT to view summary of chat conversations
Leverage BMC HelixGPT in Live Chat to view the summary of chat conversations between agents and end users. BMC HelixGPT uses advanced AI-powered technology to provide a real-time summary of the entire chat conversation in plain, simple, and lucid language. It also provides information about how the same type of query or ticket was solved in the past for agents to use as a reference.
Agents can keep track of the entire chat conversation between them and end users and provide a better support experience by reducing wait times and improving the quality of responses. Learn more about how to leverage BMC HelixGPT to view chat conversations between agents and end users in Setting-up-chat-summary-for-agents.
Notify idle end user when a new message arrives
The end user is notified when a new message arrives even if they are not active in the chat window.
End user receives the following notification for incoming messages from the Agent:
- Audio: Pop-up notification appears.
- Visual: A message preview appears.
To learn more, see Receiving-notifications-for-incoming-chats-or-messages.
Customize the display order of topics for self-service users
As an administrator, you can customize the display order of topics for self-service users when they request to chat with a live agent. You can customize the order that topics are displayed by setting priority for topics.
The topics with high priority are displayed at the beginning of the list. With the high priority topics at the top of the list, the self-service users can quickly select a topic instead of scrolling through the entire list.
To learn more, see Setting-up-support-queues.
23.3.00
(Controlled availability customers only) Leverage BMC HelixGPT to view summary of chat conversations
Leverage BMC HelixGPT in Live Chat to view the summary of chat conversations between agents and end users. BMC HelixGPT uses advanced AI-powered technology to provide a real-time summary of the entire chat conversation in plain, simple, and lucid language. It also provides information about how the same type of query or ticket was solved in the past for agents to use as a reference.
Agents can keep track of the entire chat conversation between them and end users and provide a better support experience by reducing wait times and improving the quality of responses. Learn more about how to leverage BMC HelixGPT to view chat conversations between agents and end users in Setting-up-chat-summary-for-agents.
Search agents by name or email ID while inviting and transferring chat sessions
As a support agent in Live Chat, you can search for other agents belonging to the same support group by their name or email ID while inviting them to join a chat session or transferring an existing chat session to them. You can enter the first name, full name, or email ID to look for the agent you want to invite or transfer the chat to.
This feature allows support agents in the same support queue to collaborate effectively with each other. It also enhances the overall customer support experience by reducing wait times and improving the quality of responses. To learn more, see Inviting-agents-to-join-chats-and-responding-to-invitations and Accepting-transferring-and-closing-chat-sessions.
Enable country-based routing of support queues
As an administrator, you can configure the system settings in Live Chat to enable country-based routing of support queues. You can also configure the settings so that the dashboard displays the list of support queues based on country-based routing. This allows agents to view and answer queries only from end users belonging to the country that the agent is assigned to. Also, the dashboard displays the list of support queues relevant to the agent's assigned country.
This feature improves the support mechanism as agents can focus solely on queries from end users in their supported country, leading to faster response times and more personalized support. Also, end users are directed to agents who are familiar with their specific country. To learn more, see Setting-up-support-queues.
What else changed in this release
Starting with Live Chat version 23.3.00, note the following significant changes in the product behavior:
Update | Product behavior in versions earlier than 23.3.00 | Product behavior in version 23.3.00 |
|---|---|---|
When the chatbot URL is configured, all chat traffic is routed to BMC Helix Virtual Agent. | When the user bookmarks the eschat URL, it is redirected to the Self-Service Portal. | End users are now redirected to BMC Helix Virtual Agent if the Chatbot URL is configured. For more information, see Automatically-redirect-end-users-to-BMC-Helix-Virtual-Agent. |
Automatically resize the size of the agent text box to accommodate more lines of text. | Agents could view and type only two lines of text. | Agents will be able to scroll up or down to view the entire message, and also type more lines of text. This will enhance the user experience and improve interactions with end users.
|
The system generates the right URL format to redirect end users to BMC Helix Knowledge Management by ComAround while sharing knowledge articles with them. | The system did not generate the right URL format to redirect to BMC Helix Knowledge Management by ComAround. | The system displays the right URL format of the article to redirect to BMC Helix Knowledge Management by ComAround. This change ensures that the URLs are correctly formatted and improves support interactions and helps end users find their answers easily.
|
End users are able to view details of online agents during chat transfer. | During chat transfer, end users could not view details of online agents if they had overlay defined for the 'Forms - Core Chat Services'. | End users can now view details of online agents during the chat transfer. This enhances the end user experience and provides transparency in the support process. For more information, see Enabling-the-system-and-typing-notifications. |
End users can enter maximum 2000 characters for a text entry. | When the limit of 2000 characters was reached for a text box, a message was displayed. Due to the message, the text box moved up in the chat area, and was displayed as a transparent box. | A message is displayed when the text entry approaches 2000 characters. After 2000 characters, the end user cannot enter more characters. |
