Synthetix Cloud v3.1.5

Statistics & Metrics

• Statistics Page Redesign: Complete visual and structural refresh of the Statistics area.

• IVA Metrics Fixes:

  • IVA triggers now display correctly in Metrics.

  • FAQ triggers no longer appear when IVA filters are active.

  • Proper filtering between IVA and FAQ data.

• Gantt Chart Improvements:

  • Infinite duration bars fixed after queue transfers.

  • Missed and abandoned chats now clearly differentiated.

  • Status and ring time now visible on hover.

• Operator Stats Fixes:

  • Missing users now appear correctly.

  • Stats update correctly when date ranges change.

  • Group chat and chat percentage calculations corrected.

• Data Downloads:

  • Respect “Schedule From” dates

  • Include the final day in date ranges

  • Missing columns fixed

  • “Undefined” values removed

  • Archived downloads now accessible

  • Scheduled async downloads correctly surfaced

• Timezone Accuracy: All timestamps now correctly adjust for user timezone.

• Realtime Metrics: Now auto-update without manual refresh.

• Cached Metrics: Metrics performance significantly improved via caching.

Communications (Live Chat & Messaging)

• Predictive & Canned Responses:

  • Predictive text behavior improved

  • Canned responses no longer forced to lowercase

  • Formatting preservation improved

  • Failed canned response warnings improved

• Typing & Keypress Fixes:

  • Initial characters no longer lost

  • Agent/customer typing indicators more reliable

  • Optional auto keypress-triggered search (via preferences)

• Transfers & Invites:

  • Single-click transfers added

  • Transfer restrictions improved for group chats

  • Transfer to skill now checks availability

  • Invite timeout added

  • Ownership restrictions enforced

• Group Chat Improvements:

  • Typing indicators for other agents

  • Group chat context menus added

  • Observer/participant roles introduced

• Poke System Redesign:

  • Visual pulse animation added

  • Fixed -1 counter bug

  • Improved icon state and positioning

  • Clearer user feedback when poked

• Message Handling:

  • Message tick visibility fixed

  • Unread message display improved

  • Sent/Received/Read states refined

  • Messages now maintain formatting more reliably

• Audio & Visual Notifications:

  • Fixed missing sounds

  • Removed sounds while suspended

  • Browser title flashing improved

  • Favicon notification consistency improved

Knowledge Base Enhancements

• Complete Knowledge Redesign

• Internal Knowledge UI Refresh

• Multi-View & Multi-Category Search

• Improved Search Results (now >10 results)

• Date-Filtered Search History

• Multiple Articles Can Be Opened

• Subcategories Added

• Folders in Favourites

• New “All” Favourites Folder

• Related Articles Now Displayed

• Embedded Forms & Web Pages

• Cached Search and Article Results

• Improved Article Styling & Fonts

• Print Article Improvements

• Correct Hash Anchor Scrolling (#section)

Profile & Preferences

• Profile Redesign

• Preferences Section Rebuilt

• Language Selection

• Timezone Settings

• Away-from-Keyboard (AFK) Status

• Notification Preferences Expanded

• Colour-coded Suspension Types

• Birthday Field Improvements

  • Label updated to “Birthday”

  • DD/MM support without year

• Inbox Improvements

• Canned Responses Management Improvements

UI / UX Improvements

• Dark Mode for Chat

• Mobile UI Improvements

• Responsive Layouts Enhanced

• Font Size Accessibility Controls

• Keyboard Navigation Improvements

• Visual Focus Improvements (Themes & Accessibility)

• Overlay Behaviour Improvements

• Theme Import / Export Support

• Dynamic Title & Tab Updates

• Improved Scrollbars (FF + IE)

• Cleaner Loaders Added Throughout

• Ghost UI / Flicker Fixes

• Improved Right Pane Transitions

• Icons, Buttons & Layout Spacing Improvements

Authentication & Security

• Okta SSO Added

• Azure SSO (Beta)

• SSO Redirect Bugs Fixed

• Session Expiry Overlays Added

• Auto Logout Improvements

• SSO Password Reset Disabled

• Session Reduced to 90 Minutes Inactivity

• Improved MFA Setup Flow

Experimental Features

• Comms 2021 (Experimental UI Framework)

• Login as Suspended (Experimental Mode)

Performance & Stability

• Significant API Call Reductions

• Improved Page Render Speeds

• Improved Internal Knowledge Performance

• Improved Metrics Query Performance

• Realtime Data Updates Engine Improved

• Cross-Browser Stability Updates

• IE11 Performance Tweaks

????️ Fixes & Quality Improvements

• Blank messages blocked

• Infinite loader fixes

• CSV export fixes

• Attachment display fixes

• PDF sending improvements

• Missed chat email notifications

• Knowledge panels loader fixes

• Queue sync fixes

• Chat history sync fixes

• SSO 312 error fixed

• Operator stuck-in-chat fixes

• Duplicate and missing notification fixes

• Avatar persistence fixed