Properties

Manage People Page - Email Copy - Added a copy button next to user email addresses on the Manage People page, making it quicker to copy email addresses without manually selecting the text.
Manage People Page - Concurrent Chats Column - Added a Concurrent Chats column to the Manage People page, providing managers with quick visibility into each user's current chat workload.
Active Chats Route Wait Time - Added a Current Route Wait Time column to the Active Chats page, making it easier to monitor how long chats have been waiting in their current Route to Agent step.
Dashboard Wait Time Improvements - Manager Dashboard wait time widgets now display the cumulative wait time for chats as they progress through multiple Route to Agent pipeline steps, providing a more accurate view of overall customer wait times.
Agent List Presence Reporting - Added presence history reporting for Agent Lists, including date filtering, availability charts, table and chart views, point-in-time presence lookup, and improved presence history navigation for easier reporting and analysis.
Improved Concurrent Chat Routing - Updated chat routing to better respect agent maximum concurrent chat limits, improved fairness when selecting between equally eligible agents, and enhanced routing history to provide clearer explanations when an agent is skipped.

Properties Manage People Page - Email Copy Button – Managers can now copy a user's email address with a single click directly from the Manage People page, streamlining common administrative tasks such as sharing contact details or sending emails.

URL https://instantdev.imchime.com/Manager/Users?managerDash=1160866676

Properties Manage People Page - Concurrent Chats – The Manage People page now displays each user's active concurrent chat count, giving managers a clearer overview of agent workload and capacity at a glance.

URL https://instantdev.imchime.com/Manager/Users?managerDash=1807023027

Properties Instant - Active Chats – Navigate to: Instant - Active Chats

URL https://ci-ha.imchime.com/instant/Manager/ActiveChats?managerDash=-324209600

Properties Manager Dashboard - Cummulative Wait Time Widget – The Longest Waiting dashboard widget has been updated to display the cumulative wait time for chats as they progress through multiple Route to Agent pipeline stages. Wait times now continue accumulating instead of resetting after routing timeouts, providing a more accurate view of the customer's total wait time.

URL https://staging.imchime.com/instant/Manager/Dashboard

Properties Presence Reporting - Agent Lists – A new Presence History action has been added to the Manage Agent Lists page, allowing managers to quickly access historical presence reporting for any configured agent list.

URL https://instantdev.imchime.com/Manager/AgentLists?managerDash=-2144150901

Properties Presence Reporting - Agent List History – Managers can review historical availability for an agent list using an interactive chart, configurable date range filters, current available agent counts, and a point-in-time lookup to investigate specific moments.

URL https://instantdev.imchime.com/ChimeV5.AgentPresenceHistory/PresenceHistory/Agen…

Properties Presence Reporting - Agent List Table View – In addition to the graphical report, presence history can also be viewed in a detailed table format, making it easy to review individual presence changes across the selected time period.

URL https://instantdev.imchime.com/ChimeV5.AgentPresenceHistory/PresenceHistory/Agen…

Properties Presence Reporting - Point-in-Time Lookup – Managers can retrieve the availability state of an agent list at a specific date and time, displaying the available agent count and detailed presence information captured at that moment.

URL https://instantdev.imchime.com/ChimeV5.AgentPresenceHistory/PresenceHistory/Agen…

Properties Presence Reporting - Agent Point-in-Time Lookup – Point-in-time presence reporting is also available for individual agents, allowing managers to view a user's recorded availability at a specific date and time directly from the Agent Status page.

URL https://instantdev.imchime.com/ChimeV5.AgentPresenceHistory/PresenceHistory/Pres…

Properties Instantdev - Agent Dashboard – Navigate to: Instantdev - Agent Dashboard

URL https://instantdev.imchime.com/Sessions

Properties Chat Routing - Concurrent Chat Prompting – Chat routing has been improved to prevent additional chat prompts from bypassing chats that are already awaiting an agent response. When an agent has reached their concurrent chat limit, the earliest pending chat will remain at the top of the prompt sequence until it is accepted or dismissed, ensuring chats are presented in the intended order.

URL https://instantdev.imchime.com/Sessions

Properties Chat Routing - Enhanced Routing History – The Session Details > Routing tab now provides clearer routing history when agents are skipped because they have reached their maximum concurrent chat limit or are already being prompted for another chat. New visual indicators make it easier to understand why a routing attempt was not made.

URL https://instantdev.imchime.com/Session/58a7494c-a5a0-483c-af14-27eb26a6a972