22.1 enhancements and patches
Version | SaaS | On premises | Fixed issues | Updates and enhancements |
|---|---|---|---|---|
22.1.08 | ✅️ | |||
22.1.07 | ✅️ | None | ||
22.1.06 | ✅️ | ✅️ | None | |
22.1.05 | ✅️ | |||
22.1.04 | ✅️ | None | ||
22.1.03 | ✅️ | None | ||
22.1.02 | ✅️ | None | ||
22.1.01 | ✅️ | None | ||
22.1 | ✅️ |
BMC 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 |
22.1.08 enhancements
Automatically redirect the chat request of users to BMC Helix Virtual Agent
Currently, if the end user bookmarks the ES_Chat URL, the user is redirected to the Self-Service Portal. Administrators can configure the Chatbot URL so that all chat requests from users are routed to the BMC Helix Virtual Agent UI. This helps users to directly access BMC Helix Virtual Agent in case of chatbot queries or requests. For more information, see Automatically-redirect-end-users-to-BMC-Helix-Virtual-Agent.
(Controlled availability customers only) Facilitate application access to users having different email domains
Allow multiple users having different email domains and authentication mechanisms to access the same application URL by enabling BMC Helix Single Sign-On (SSO) based multiple service providers (MSP) in your environment.
MSP incorporates a robust authentication mechanism, ensuring an exclusive and secure access to the application.
After configuring the authorization patterns, when you enable MSP in your environment and access Live Chat, the following screen asking for user authorization is displayed:
Enter your user name to complete the authorization and then you are redirected to the following application login screen asking for your application login credentials for authentication:
For information about enabling BMC Helix Single Sign-On based MSP in BMC Helix Innovation Suite application, see Facilitating application access to users having different email domains.
22.1.05 enhancements
Change in product name from BMC Virtual Chat to Live Chat
The current name of the product has changed from BMC Virtual Chat to Live Chat.
Automatically redirect the chat request of users to BMC Helix Virtual Agent
Currently, if the end user bookmarks the ES_Chat URL, the user is redirected to the Self Service Portal. Administrators can configure the Chatbot URL so that all chat requests from users are routed to the BMC Helix Virtual Agent UI. This helps users to directly access BMC Helix Virtual Agent in case of chatbot queries or requests.
Support agents can use BMC Helix Knowledge Management by ComAround to search knowledge resources within Smart IT
Support agents can use BMC Helix Knowledge Management by ComAround to search knowledge resources in the sidebar of the agent console within Smart IT. Agents can share the knowledge resources or select them for future reference.
22.1 enhancements
View Live Chat performance and effectiveness metrics in BMC Helix Dashboards
View and create interactive reports for Live Chat inBMC Helix Dashboards, a subscription-based service. BMC Helix Dashboards offers unified reporting that gives you a consolidated view of the data from Live Chat. You can easily export and share the reports with users within or outside your environment.
The following dashboards are provided out-of-the-box:
- Live Chat Agent and Team performance dashboard—View the live chat session time, wait time, and resolution methods of the end-user queries.
- Live Chat Customer Experience dashboard—View the live chat sources distribution between Self Service Portal and BMC Helix Virtual Agent , wait time details, and abandoned chat details.
- Live Chat Usage and Value dashboard—View the Live Chat session details per company and region.
To learn more about these dashboards, see Viewing-and-generating-Live-Chat-reports-in-BMC-Helix-Dashboards.
Display a message to end users when all agents are busy
Live Chat administrators can configure Live Chat to display a message to the end users when the specified number of agents are offline and are temporarily unavailable. The following message is displayed to the end users:
End users can benefit from this configuration in the following ways:
- Make an informed decision to wait for an agent or try to connect later.
- Expect a longer wait time and continue with any other tasks at hand.
- Look for other self-help resources to resolve the query.
To learn how to specify the number of agents, see Enabling-the-system-and-typing-notifications.
The following image shows the message displayed to the end user:
What else changed in this release
In Live Chat version 22.1, note the following significant changes in the product behavior:
Update | Product behavior in versions earlier than 22.1 | Product behavior in version 22.1 |
|---|---|---|
Only one work note is created or updated per chat transcript and per chat private note. | Multiple work notes are created after the following events:
| Only one work note is created or updated after the following events:
For more information, see Accepting-transferring-and-closing-chat-sessions. |
In the agent console and the chat transcript, messages from the chatbot, end users, and support agents are in different colors for easy identification. | Messages from the chatbot and end users were in the same color. | For better readability in the agent console and the chat transcript, messages from the chatbot, end users, and support agents are in different colors, as shown in the following image:
|
Centralized configuration parameter dwp.base.url | This configuration parameter is used to specify the BMC Helix Digital Workplace Advanced load balancer server URL. | This parameter is no longer present in Centralized configuration. You must add the BMC Helix Digital Workplace Advanced application details in BMC Helix Innovation Suite. For more information, see To add BMC Helix Digital Workplace Advanced client application credentials. |
