Synthetix Cloud v2.7A

Communications (Live Chat)

• Poke Behaviour: Starting a poke and switching chat heads no longer attempts to start a poke on the second chat.

• Accurate Chat Duration: Chat duration during live chats no longer includes ring time.

• IE11 Text Handling: Appending text in the chat box in Internet Explorer 11 no longer inserts text into the wrong location.

• Typing Indicator Accuracy: The keypress feed no longer drops the first character of a typed message.

• Clipboard Improvements:

  • Copying and pasting canned responses now preserves line breaks.

  • Pasted content no longer duplicates existing chat text.

• IP Address Visibility: Customer IP address is now visible where permitted.

• Location Permissions: Chat feedback transcripts now respect customer location permissions.

  • The Location tab is hidden if permission is denied.

Knowledge Base Improvements

• Stable Article Navigation: The home page no longer appears unexpectedly when opening Knowledge via an article link.

• Improved Search Behaviour:

  • Switching views no longer clears the search field.

  • 'Searching in view' has been moved out of the search box for better visibility.

  • Reporting a search now correctly redirects back to the search tab.

  • Search results now return more than 10 articles.

• Print Article Consistency: The Print Article button now uses default styling for more consistent output.

• Article Readability: Article font sizes have been standardised.

Metrics & Reporting Fixes

• Timezone Accuracy: All metrics times now correctly adjust based on user timezone.

• Article Reporting: Internal articles now return all resolved reports.

• Data Download Improvements:

  • Selected date ranges now correctly include the final day.

  • Participant fields no longer show “undefined”.

  • Scheduled downloads now appear after completion.

  • Operator feedback columns no longer go missing when feedback options change.

  • Columns with available data no longer appear blank.

  • Archived downloads are now accessible under Archived.

• Queue & Activity Accuracy:

  • Realtime queue now correctly shows all chats.

  • Chat activity and operator activity metrics now display correct figures.

  • Group chat counts and operator chat percentages are now accurate.

  • Poking stats now match across operator activity and poking activity views.

• Gantt & Time Tracking:

  • Knowledge Gantt charts now show correct data.

  • “Time online” is now accurate for knowledge and metrics users.

• Chat History Fixes:

  • Abandoned and missed chat ring times now show accurately.

  • Chat history now accepts email addresses as search criteria.

• Data Export:

  • External knowledge interactions heat maps can now be exported as CSV and JSON.

  • Scheduled downloads can be created for periods of less than one week.

• Feedback & Sentiment:

  • Satisfaction scores now provide a more accurate representation of sentiment.

  • Feedback values are no longer populated for outdated feedback configurations.

• First-Time Metrics Tracking: Metrics Stats are now correctly recorded at the first login of new users.

Operator & Usage Statistics

• Unique User Statistics:

  • Added tracking for unique knowledge users.

  • Added tracking for unique live chat users under operator activity.

Ticketing & Notes Fixes

• Ticket Messages: Line breaks are now retained in ticket messages.

• Notes Deletion: Notes containing spaces or special characters can now be deleted correctly.

Performance & UX Enhancements

• Performance Tweaks: Multiple system-wide performance optimisations have been applied.

• Faster Metrics Pages:

  • Operator stats now load faster.

  • Internal article stats now return more quickly.

• Additional Loaders: New loading indicators have been added in key areas to improve user feedback.

Miscellaneous

• Announcements Count: Unread announcement counts no longer include deleted announcements.