Synthetix Cloud v5.4.1
Video Chat for Live Chat
Video chat is now available within Live Chat, making it easier for agents and customers to connect and collaborate in real time.
What changed
- A new Permit video chat option has been added to Live Chat where enabled.
- Video chat sessions can be started and ended directly from the chat experience.
- Video chat windows can be moved around the screen to suit individual workflows.
- Video chat recordings can be saved alongside chat interactions where supported.
- New media controls have been introduced for video, microphone and audio management.
Impact
- Agents and customers can move seamlessly from text chat to video conversations when needed.
- The flexible video window provides a more convenient and adaptable experience during conversations.
- Recorded interactions can help support quality assurance and future reference requirements.
Article and FAQ Reporting Improvements
Additional filtering options have been introduced to provide greater flexibility when viewing article and FAQ statistics.
What changed
- A new option has been added to include related knowledge areas when viewing article and FAQ statistics.
- Filtering behaviour has been aligned across article statistics, FAQ statistics and top content reports for a more consistent experience.
Impact
- Users can tailor reports more precisely to their reporting requirements.
- Reporting behaviour is now more consistent across knowledge analytics features.
Article Statistics Display Fix
We've resolved an issue that could prevent some article and knowledge statistics from displaying correctly.
What changed
- Display behaviour for expanding and collapsing reporting sections has been improved.
- Article and knowledge statistics now load and display more reliably.
Impact
- Users should now see article reporting data consistently across the platform.
- This improves the reliability and accuracy of knowledge reporting views.
Add Ons Navigation Improvements
We've introduced a dedicated Add Ons area to make additional features and functionality easier to find and manage.
What changed
- A new Add Ons section has been added to the platform navigation for eligible users.
- Navigation highlighting has been improved to better reflect the section currently being viewed.
- Additional stability improvements have been made to release note displays.
Impact
- Users can access and manage Add Ons more easily from a dedicated location.
- Navigation throughout the platform is clearer and more intuitive.
- Release notes are displayed more reliably across the application.