Customer Fixed Issues and Known Issues CINDE

1. There was a mismatch between the total count of conversations in Conversations by Channels and Conversation Statistics charts.
2. In the Functional Failure chart, System Flagged Failures value were not correct and seems comparatively high when compared to total conversations in the Conversation Statistics chart.
3. In the Successful Requests chart, the FAQ count value was not correct due to a tagging issue.

1. Log in to the CINDE Workbench and click Instances tab on the left side.
2. Click on the relevant CINDE instance.
3. Instance Details page opens.

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After navigating out of the application or post refreshing the page, the following issues were observed during Live Agent Transfer (LAT):

1.       Even though only one user conversation was live, the duplicate chat count from the same user was displayed on the Analyst screen.

2.       Data or communication in the parallel chat windows of Analyst were cleared or wiped off.

3.       Analyst was not able to accept an end user conversation.

4.       Profile image of the end user get swapped with the profile image of the Analyst.

5.       Accepting or ignoring a chat after refreshing the page wiped off the chat for the Analyst.

Steps:

1. Login to the application as an end user in a particular browser.

2. In another browser, login to the application as an Analyst/Agent.

3. In the browser at which End User has logged in, go to Dashboard > Click on CINDE Icon.

4. Click on the Request Agent Chat icon > CINDE responds with the message ‘Do you want me to transfer the conversation to an analyst? Yes/No’

5. Select the option Yes.

6. At agent login, click on the Live Chat icon. CINDE Analyst Chat Hub Window will open.

7. Click on the Agent Name in the queue.

8. Click Accept or Ignore and refresh the page.

Such calls are being made when Eurekabot.js has been loaded from the End User dashboard page regardless of CINDE is active or not.

This issue occurred during page-load of the Instance screen in all Metric Charts widgets.

Prerequisites:

1. Log in to the application.
2. Navigate to Instances from the left pane. 

CINDE logs an incident with Incident template having an autofill control.

User gets redirected to SummitAI application to raise an incident for the template.

For Slack channel, Custom Attributes in E-mail formats, fail to get recognized when IM rule templates are in use. It displays the following message:

“The Email ID you have entered is incorrect. Please enter the Email ID again.”

Pre-requisites

1. Log into the Slack initiate CINDE, Type in the utterance as per IM rule configuration.
2. CINDE responds with templates. Choose the desired template with mapping towards custom attributes under General.
3. CINDE prompts to enter the E-mail field. Enter the preferred e-mail ID.