What's New? | Customer Fixed Issues and Known Issues

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What's New?

The SUMMIT Digital Agent v2.1 Release Notes provides new feature details, feature enhancements and fixes to known issues in the current release. Many of these new features are incorporated based on customer feedback and inputs. We thank you for your valuable feedback and time. Read detailed information here.

Digital Agent

New Feature

Feature Name

Description

Business Benefits

Reports & Dashboard Widgets

Reports & dashboard widgets provide a comprehensive view of Digital Agent Analytics. These reports and widgets offer insights into key metrics on the performance of Digital Agent and its conversations.

For more information, refer to Reports & Dashboard.

Understand performance of Digital Agent on different channels
Measure the efficiency of Live Agents in handling user queries
Assess different conversation metrics and user engagement

Google Chat Integration with Digital Agent

Integrating Google Chat with Digital Agent enhances communication and automates repetitive processes. By leveraging the capabilities of both Google Chat and Digital Agent, a seamless and efficient platform is established.

For more information, refer to Integrating Google Chat with Digital Agent.

Flexibility and convenience as users can engage with Digital Agent conveniently through Google Chat
Natural conversation and user-friendly interaction that enhances overall user experience with intuitive interactions
Automated support that streamlines support processes

End Chat button in Digital Agent for end users

End the conversation with Live Agent by clicking End Chat button appearing on Digital Agent interface.

For more information, refer to Live Agent Transfer.

Allowing users to end the chat gives them a sense of control over the interaction
Better user experience and satisfaction

Feature Enhancement

Feature Enhancement Name

Description

Business Benefits

Revamped LAT UI Screen

The redesigned UI screen of Live Agent seamlessly blends modern aesthetics with intuitive functionality to enhance the Live Agent's interaction with end users. The clean and organized layout features dynamic conversation updates, provides quick access to the Live Agents to information like chat history, end user details.

For more information, see Live Agent Flow in Live Agent Transfer.

Increased efficiency as the Live Agents have quick access to conversation transfer requests
Access to details about chat history, ticket history for an end user
Live Agents can take actions like log an Incident or Service Request
Eye icon in Live Agent hub provides real-time visibility into whether any other Live Agent is parallelly reviewing chat request

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