BoldChat by LogMeIn - Help Center

What's New in BoldChat

Version 10.5

(released May 5, 2017)

This maintenance release includes various minor improvements and fixes.

Version 10.4

(released March 31, 2017)

Operator Client version 10.4

  • Various stability and performance improvements
  • Various bug fixes

Web Workspace

  • Web Workspace is now hosted at https://agent.bold360.com
  • Visual pop-up notifications for incoming chats and emails (to go along with audio notifications)
  • New logo

Version 10.3 & Web Workspace

(released February 3, 2017)

Operator Client version 10.3

  • Larger attachment limit for email. Operators can now attach files totaling up to 25 MB per email.
  • Various stability and performance improvements.
  • Various interface improvements.
  • Various bug fixes.

Web Workspace

  • New layout. We have moved the features and settings formerly available in the header to the left side of the Web Workspace. This is where operators can log out, set their status to available/away, change their language, mute sounds, and more.
  • Password management improvements. Operators can change or reset their password directly from the Web Workspace.
  • Single Sign-On for Web Workspace. Administrators in an Enterprise account can now set up SSO for the Web Workspace. For details, see How to set up SAML 2.0 Single Sign-On via an Identity Provider.

Reports

  • New Department filters. All Email reports and most Chat reports now offer up to four Department filters:
    • Department (Operator membership) – Show chats/emails assigned to an operator who belongs to this department
    • Department (First assignment) – Show chats/emails that were assigned to this department before any other
    • Department (Last assignment) – Show chats/emails that have this department as their most recent assignment
    • Department (Any assignment) – Show chats/emails that were assigned to this department at any time
    Note: The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific operator. This may happen under certain circumstances:
    • When ACD is off and a chat is assigned to a department but not to an operator.
    • When ACD is on and a chat is assigned to an offline department but not to an operator. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.)
  • Grouping by multiple criteria. The following Chat and Email reports on report.boldchat.com can be grouped by multiple criteria. This helps generate the information you need without running multiple reports. For example, data can be grouped first by Date, then by Chat Type, then by Button.
    • Chat:
      • Chat Summary
      • ACD Summary
      • Missed Opportunities Summary
      • Salesforce Summary
      • ActiveAssist Chat Summary
      • Service-Level Analysis - Answered
      • Service-Level Analysis - Unanswered
      • Service-Level Analysis - Chat Duration
      • Service-Level Analysis - Average Time in Queue
      • Operator Reports - Activity
      • Auto Answers Chat Summary
    • Email:
      • Assignment Status Summary
      • Thread Status Summary
      • Assignment Activity Summary
      • Thread Activity Summary
      • Email Thread Answer Performance Summary
      • Email Thread Close Time Performance Summary
      • Email Assignment Answer Performance Summary
      • Email Assignment Close Time Performance Summary
      • Email Time To Respond Performance Summary
      • Productivity - Accepted
      • Productivity - Answered
      • Productivity - Assigned
      • Productivity - Closed (Answered)
      • Productivity - Closed (Unanswered)
      • Productivity - Received
      • Productivity - Sent
      • Productivity - Time To Respond
    • Login:
      • Chat Login Summary
      • Email Login Summary
      • Ticket Login Summary
      • SMS Login Summary
      • Twitter Login Summary
  • Various bug fixes.

API

  • The Provisioning API can be used to change an operator's department membership. For details, see editOperator under the "Operator Provisioning Methods" section here: BoldChat Provisioning API.
  • getEmailThreads and getClosedEmailThreads can be used to download email threads ordered by last modified date. For parameters, see the appropriate sections here: BoldChat Data Extraction API.
  • getOperators and getDepartments now also provide a real-time view of the total available capacity per channel via the Capacity, OperatorCapacity and QueueCapacity set of fields.

This release also introduces enhanced cross-site scripting scrubbing for chat messages.

Web Workspace, November 17, 2016

  • Email wrap-up. Wrap-up is now available for emails.
  • Ctrl + Alt + H: New keyboard shortcut.
    • Opens a list of all available keyboard shortcuts.

Version 10.2 & Web Workspace

(released October 28, 2016)

Operator Client

  • Data Residency Options. All new customers signing up for a BoldChat account can choose a data residency region where their Service Data will be stored, hosted, and replicated (that is, the information you submit, transmit, collect, post, store, or produce while using the BoldChat service).
    • Currently available regions are the USA and the EU.
    • Users in an account with a date residency region other than the USA can only log in to BoldChat Operator Client 10.2 version or later.
    • Accounts with a data residency region other than the USA cannot be accessed from the BoldChat iOS App.
    • For further important details, see Data Residency Options.
  • New features related to business hours:
    • Business hours can be set at the department level (Enterprise subscribers only).
    • Exceptions to normal business hours can be set for both the department and website level (Enterprise subscribers only).
    • For details, see How to set business hours.
  • ActiveAssist can be used on both secure pages and non-secure pages with customers who are using a recent version of any modern browser on a desktop or mobile (for example, Chrome, Firefox, IE11+, leading mobile browsers). For additional information, see Setting up ActiveAssist Browser Share.
  • When using Auto Answers, all answers offered to a customer are also included in the chat conversation, and therefore also in chat history.
  • Google Analytics integration for layered windows can now be used to track video chat events. For details, see Google Analytics Integration with BoldChat Layered Windows.

Reports

  • New report: Login > Multi-Service Productivity. Use this report to see how much time operators spend on each type of work item. For each operator you can see the time spent assigned to each type of item: Available, Away, Assigned, Idle. It also reports the time spent handling concurrent assignments, the number of assignments per hour, and the maximum and average number of assignments. It also includes a utilization calculation (percentage). Use the Department assignment filter to only consider work items assigned to particular departments.
  • Enhanced email performance reports. This release brings significant changes to the following reports. For detailed descriptions, see Reports.
    • Email Thread Answer Performance Summary
      • Now filtered based on the date of the event being measured (email thread answered date) rather than the date of creation of the email thread
      • Unanswered items are no longer reported.
    • Email Thread Close Time Performance Summary
      • Now filtered based on the date of the event being measured (email thread closed date) rather than the date of creation of the email thread
      • Open items are no longer reported
    • Email Assignment Answer Performance Summary
      • Now filtered based on the date of the event being measured (the time when the email assignment was answered) rather than the date of creation of the email thread
      • Unanswered items are no longer reported
    • Email Assignment Close Time Performance Summary
      • Now filtered based on the date of the event being measured (the time the email assignment was closed) rather than the date of creation of the email assignment
      • Open items are no longer reported
    • Email Time To Respond Performance Summary
      • Now filtered based on the date of the event being measured (email response date) rather than the date of creation of the email thread

Web Workspace

  • Smart Response offers canned messages to operators based on the content of a chat conversation
    • To activate Smart Response, an operator presses Ctrl + Space
    • Multiple responses may be shown to the operator, each with a two-line preview
    • The operator can navigate through the list and choose a response to send
    • The operator can edit the chosen response before sending
    • Available for Premier and Enterprise subscribers
  • Content provided by the Auto Answers feature is now shown within the chat message
  • New keyboard shortcuts
    • Ctrl + Alt +M switches between extended (maximized) view of the active task and simple (minimized) view of multiple tasks
    • Ctrl + Alt +N opens and closes the Visitor Info section of the active task when viewing multiple items
  • Custom pre-chat information entered by the visitor in the pre-chat form is now displayed in the visitor information panel
  • Operators have the ability to select the “From” email address when sending an email (newly composed or reply)
  • Operators' HTML-based email signature is added to outgoing emails
  • The search panel for chat and email canned messages now also searches Keywords defined for canned messages
  • New avatars for chat visitors
  • Other minor usability enhancements

Web Workspace & Reports, September 30, 2016

Web Workspace

  • Operators can now view up to three items at a time (chats, emails)
    • Simply click any item along the left panel (My Active Conversations) and it is displayed on the right
    • Only three items are shown at a time
    • Careful! Keep chats and emails minimized to view multiple items - Once an item is maximized, only that one item is shown
  • New keyboard shortcuts for navigating between emails and chats in the task column (along the left side of the workspace)
    • Up: Ctrl + Alt + I
    • Down: Ctrl + Alt + K
  • New keyboard shortcuts for navigating between open items on the right side of the workspace
    • Left: Ctrl + Alt + J
    • Right: Ctrl + Alt + L
  • Operators can now send web pages (URLs) that open in the visitor's default browser
    • Links must be prefaced with http:// or https://
  • Enhanced text editor for email with bulleted/numbered list formatting options
  • Other minor improvements to the Web Workspace

Reports

  • Email Performance Reports now report individual email data rather than data per email thread
    • Data reported before and after this change may not be comparable

Web Workspace, August 26, 2016

  • Administrators can now customize the information shown to operators on the visitor information section of the Web Workspace. See Web Workspace – Administrator Guide
  • Added Current URL to the visitor information section
  • For emails, there is now an icon that opens an email in a new window for easier viewing
  • Introduced keyboard shortcuts for navigating the task column along the left side of the Web Workspace:
    • Enter: Accept an item and begin working on it
    • Shift+Enter: Accept an item without working on it right away (Quick Accept)

Version 10.1

(released August 26, 2016)

This release includes new features as well as various improvements and fixes.

  • Optimized the mobile visitor experience when visiting a layered chat window from a mobile device
  • When searching chats from the desktop Operator Client, you can now filter by Category and Department
  • Difficulty is now taken into consideration as part of the assignment method for Automatic Chat Distribution (ACD). See How to automatically activate chats (Automatic Chat Distribution)
  • As of 08/26/2016, when generating email performance reports using the desktop operator client, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread
  • Various security improvements
  • Other minor improvements and fixes

Web Workspace, July 29, 2016

Localization

Web Workspace is now available in 10 new languages in addition to English. List of currently supported languages:

  • English
  • Dutch
  • French
  • French (Canada)
  • German
  • Hungarian
  • Spanish (International)
  • Italian
  • Japanese
  • Korean
  • Portuguese (Brazil)

Visitor Info

  • Added the following new data fields to the visitor information section:
    • Department
    • IP
    • Device
    • Chat Launch URL
    • Website and Country
  • Added the following items to Chat Task Widget:
    • Department
    • Folder Info

Search

  • Search is now available on the Chat/Email transfer panel.
  • Operators can search for chats and emails (including past items), based on keyword and predefined date ranges.

Email Productivity

  • In addition to responding to inbound emails, operators can now compose new emails and create new email work items.
  • Shortcuts (/ commands) have been added to emails to make it easier to transfer and invoke canned responses as well as close emails.

Usability Improvements

  • Added notifications to better orient users
  • Fixed initial chat greetings
  • Improved email task ordering
  • Improved Chat Wrap Up field visibility and ordering settings
  • Hyperlinks are now automatically embedded