Summit Digital Agent v2.0.4 Release Notes

Owned by Enterprise IT
May 08, 2024

 

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

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What's New?

The SUMMIT Digital Agent v2.0.4 Release Notes provides new feature details, customer fixed issues, and 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 Features

Feature Name

Feature Description 

Business Benefits

IM Rules

IM Rules have the information about the issue which is automatically created while logging an incident. The Digital Agent iterates the IM Rules to the end user, in case the end user is trying to log an incident and does not find the Knowledge Articles helpful.

For more information, see IM Rules in Digital Agent.

IM Rules help the end users in logging an incident by providing detailed and precise information on the issues that they are facing.

LAT in Multi-tenancy

Multi-tenant Digital Agent provides the end users with the feature of Live Agent Transfer. End can directly converse with a Live Agent from their chosen department.

For more information, see LAT in Multi-tenancy.

Seamless transfer of the conversation to a Live Agent of the chosen department provides the end user with a quicker and more accurate solution.

Display of Tickets in Digital Agent

When an end user provides an input to view the list of tickets, then the Digital Agent will display the list of tickets either in a vertical format or in a carousel format as per the configuration.

For more information, see UI Enhancements.

The display of tickets in carousel or virtual format enhances the user experience.

Direct transfer of conversation to Live Agent

Digital Agent has the capability to directly connect the end user with the Live Agent without the need for the end user requesting for LAT. So, whenever the end user converses with the Digital Agent, the conversation will directly transfer to the Live Agent.

For more information see Direct transfer of conversation to Live Agent.

Direct transferring the conversation to the Live Agent enhances the overall customer satisfaction level, as the end user will get to directly talk to the Live Agent without requesting LAT to the Digital Agent.