Synthetix Cloud v2.2A

Knowledge Base & Content Improvements

• Article View Fixes: Resolved an issue where articles incorrectly returned “Invalid view” despite having valid views.

• FAQ Visibility: Support and ticketing pages now correctly display FAQs.

• External Knowledge Platform Accuracy:

  • Correct platform counts are now displayed.

  • Fixed intermittent infinite loading issues.

• Improved Search Filtering: Checkbox filters under External Knowledge – Top Articles now correctly distinguish between FAQs opened via search and those opened directly.

• Internal Knowledge Metrics: Added new internal reporting and visibility for knowledge base performance.

Chat & Messaging Enhancements

• Live Chat Avatars in History: Agent avatars now appear in contact history even when the agent is offline.

• Pending System Messages: System messages now appear as pending where appropriate.

• Attachment Requests in Transcripts: Attachment requests are now included in chat transcripts.

• Manual Message Retry: Messages that fail to send can now be manually retried instead of auto-resending.

• Group Chat Typing Indicators: Added typing animations for other agents in group chats.

• Chat Transcript Copying: Exported transcripts now include richer conversation details.

• Notifications Placement: Notification notices have been moved above the notepad for improved visibility.

Metrics & Reporting

• New Metrics Dashboard: Added a brand-new central metrics dashboard.

• Live Chat Metrics: Expanded reporting for live chat performance.

• Individual Operator Metrics: Detailed insights are now available per operator.

• Operator Stats Navigation: Selecting an operator within statistics now correctly defaults to the matching module view.

• Replaced Team Metrics: Team-level metrics have been replaced with a new, more detailed Operator Metrics page.

• Advanced Visualisation:

  • Multi-dimension heat maps are now supported.

  • Metrics legend bar no longer overlaps when scrollbars are present.

• Exportable Reports: Reports can now be downloaded in multiple formats:

  • XLS

  • CSV

  • JSON

Security Enhancements

• Upgraded Encryption: Messages at rest now use an enhanced AES-256 encryption implementation for stronger security.

User Experience Improvements

• Canned Response Enhancements: Added more dynamic placeholder options for use in canned responses.

• Nickname Editing: Agents can now edit their own display nickname.

• Smarter Notifications: Suspended agents will no longer receive desktop or browser tab notifications.

• Refined UI Sections:

  • Restyled Contact History

  • Improved Feedback Submission screens

Permissions & Access Control

• Skill-Based Chat History Protection: A new permission allows administrators to prevent operators from viewing chat history for skills they don’t have access to.

Data Presentation

• Improved Table Precision: Percentages in tables are now displayed to 2 decimal places (2dp).