![]() ![]() IBM Watson tone analysis and scoring can be attached to the chat session and configured at the queue level.Conversations can be passed to an IBM sentiment and text analytics service to automatically determine tone analysis and sentiment scoring.Chime can redirect a chat conversation to an IBM Watson bot prior to routing the request to a service desk agent.Bot replies and integration can be wrapped in a Slack card before being delivered to either the agent or the guest.Chime can pass a conversation to a bot before routing the user to a service desk agent (chat bot self-service deflection scenario).Multiple bot end points may be registered with Chime.Add support for Microsoft Bot Framework bot(s) via Directline.Add bot registry to Chime administration area.Inbound requests to the service desk can be started using Slack UI or Chime web client channel.Chime standard replies and other areas will be displayed to the service desk agent using Slack dialog cards.Support for Slack slash commands using \Chime.dialog cards can be sent as part of conversation or displayed at Slack dialog popup.Added Slack dialog card as queue text resource items – Slack dialog definitions can be added as Chime text resources.Slack is now fully supported using Instant Chime.For CPC Server Callback: Added new setting which will hold WAS cluster server URL for callback communication.Chat duration should not include 'Wait period' Fixed Queue Level Reports: 'Average Chat Duration' and 'Average Chat Duration (with ACW)'. ![]()
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