Synthetix Cloud v2.5A

Authentication & Security

• Okta SSO: Added support for Okta Single Sign-On.

• Session Expiry Improvements:

  • Sessions now expire after 90 minutes of inactivity.

  • Desktop notifications now warn agents of imminent session expiry.

• SSO Security Controls: Removed the Password Reset option for SSO-managed accounts.

• Support-Only Access: Added support for “Support-only” user roles.

Communications (Live Chat & Messaging)

• Customer Query Tracking: Live chat customer queries are no longer incorrectly recorded as knowledge searches.

• Chat Sync Reliability: Resolved error 228 (Chat out of sync) to improve chat stability.

• Emoji Button Visibility: Emoji button is now visible on small screen sizes.

• Customer Information Layout: Customer details in live chat are now split into Location and Details tabs.

• Breadcrumb Navigation: Added breadcrumb navigation to make chat and content navigation clearer.

Metrics & Reporting

• More Reliable Data Downloads: Data downloads are now more stable and consistently return complete data.

• Single-Day Downloads: Metrics downloads can now be filtered to a single day.

• Download UI Improvements:

  • Added clearer download notifications for failed exports.

  • Improved the overall data download user interface.

• Live Chat Operator Summary: Fixed an issue where total completed chats could display as NaN.

• Redacted Message Indicators: Redacted messages now display a clear indicator in metrics views.

• Chat History Behaviour:

  • Chat history no longer starts polling automatically.

  • Abandoned and missed chats can now be expanded and viewed.

  • Live chat transcripts no longer close unexpectedly while being viewed.

• New Metrics Panels:

  • Added External Knowledge – Interactions panel.

  • Renamed 'Sessions' to 'Visitors' in External Knowledge metrics.

Knowledge Base

• Third-Party Links: External knowledge links no longer open inside the document preview pane and will now open as normal links.

Performance & UX

• Faster Login: Improved overall login performance.

• Improved Mobile UI: Enhanced the mobile visual interface for better usability.

• Error Experience:

  • Redesigned error message boxes.

  • Added a dedicated “Service Unavailable” page when Contact Cloud 2 is down.

• Navigation Enhancements: Added tooltips to navigation icons.

• Notification Performance: The unread notifications filter now updates more quickly after items are read.

Miscellaneous Fixes

• Feature Requests: Fixed an issue that caused Error 113 when raising feature requests.

• Portal Architecture: Added infrastructure support for callback mode without Metrics enabled.