Synthetix Cloud v2.4A

Metrics Improvements

• Return-to-Last-Page: When logging back in, operators are now redirected to the Metrics page if that was the last page visited before logging out.

• External Knowledge Feedback Table:

  • No longer shows blank article names or missing columns when feedback questions are updated.

  • Feedback columns are now sortable.

  • The Total column has been removed for improved clarity.

  • External knowledge feedback is now filtered by feedback sets.

• Comments & Truncation: Long comments in External Knowledge Article Stats now expand correctly when truncated.

• Live Chat Feedback Metrics:

  • Feedback bar percentages now calculate correctly when options are numerical.

  • Feedback question numbers now increment correctly when questions change.

  • Feedback timestamps are now formatted as dd-mm-yyyy hh:mm:ss.

• Pagination Fixes: Metrics tables no longer “over paginate” when the dataset is an exact multiple of 10 rows.

• Hit Consistency: Hit counts now match correctly between External Knowledge Articles and Categories, including article hit breakdowns.

• Totals Added: Totals are now displayed alongside several metrics tables for quick summary insight.

• Visits Panel: Added an External Knowledge – Visits panel.

• Queue Time Formatting: Converted seconds to a standard time format in Chat Queue metrics.

• Search Results Panel: Added new analysis filters to Metrics → External Knowledge → Search Results.

• Web Self-Service & Feedback Panels: Live chat and external knowledge feedback panels have been moved further down for clearer statistics layout.

• Data Downloads: Expanded data download support across metrics.

• Knowledge Extender: Searches in Knowledge Extender now return comment counts with each article.

Themes & UI

• Theme Colour Respect:

  • Left team bar and right metrics bar now better respect the selected font theme colours.

  • Theme changes to the application themes now automatically update for operators using the default theme.

• Article Metadata: “Last Edited” information is now visible on Knowledge articles.

• Announcements Time: Announcement timestamps are now displayed.

• Release Notes Links:

  • Release notes link now includes a version anchor.

  • The link in About now correctly points to the HTTPS version.

Knowledge, Announcements & Internal Tools

• Internal Knowledge:

  • News and Links no longer prepend http:// to file:// links.

  • The External Knowledge Feedback legend now shows article names instead of labels when selected.

• Announcements & Ticketing: Opening the ticketing page from a ticket ID link now reliably opens the correct ticket, even if it was previously read.

• Tentacle Integration: Added custom script post-processing support within Tentacle workflows.

Live Chat & Messaging

• Selected Chat Stability: Submitting live chat feedback no longer changes the currently selected chat if it’s still valid.

• Attachment Confirmation: Agents now receive a confirmation when sending attachments in live chat.

• Away Reasons: Agents now have structured reasons for marking themselves away.

• Send Knowledge Article by Email: Agents can now email knowledge articles directly to customers.

• Customer Splash Screen: A “You have been updated” splash screen has been introduced for key updates.

Miscellaneous Fixes & Enhancements

• External Knowledge Metrics Location Graph: Now shows the correct article name in the top articles legend.

• Avatar Persistence: Avatar images are now retained correctly after page refresh.

• Permissions: Permissions now apply correctly to the features they control.

• Splash & Navigation:

  • Synthetix Cloud Portal can leverage Data Downloads more effectively.

  • Overall navigation reliability improved.