Velaro v19.9.20 Release Notes

Summary

With this release, a new “Available to Chat” switch is installed to improve usability and visibility.

The agent unavailable status indicator is configurable to allow administrators to configure a standard set of reasons that agents can select for unavailability. Agents can also enter a one-time unavailable status. The unavailable statuses are recorded in reports.

To ensure that alert notifications are set up properly, the agent console will detect chat alert notification settings upon login and inform the agent if they are not configured.

Additional enhancements include an upgrade to the Magento 2.0 integration, improvements to max chat routing logic, and database optimizations.

New Features

New “Available to Chat” switch

The user interface to toggle agent availability has been changed to on/off switch, with both a status label and a color indicator.

Configurable unavailable statuses

An administrator can add a set of unavailable statuses that agents can select to indicate the reason they are unavailable to take a chat.

Administrator settings

Agent settings

Each agent can select a preset status or enter a one-time custom reason for unavailable.

Manager’s dashboard visibility

The unavailable status is displayed on the Manager’s dashboard in the Agents widget

Browser notification settings alert

If Velaro is being used in a browser and browser notifications are not enabled, the Velaro console will alert the agent and provide a link that will open the browser setting to allow notifications.