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Release Notes – March 5th, 2026: Agent Availability Count Accuracy, Advanced Indexing, Cummins Ticket Assignment

Bbmorris@instant-tech.com
5 days ago
8 stepsInstant

Overview

  • Agent Availability Count Accuracy (No Chats Handling) – Agents marked as “No Chats” are now excluded from available agent counts across the Agent Lists Manager, Admin Agent Lists, and the Available Agents API. A status icon now clearly indicates when an agent is set to No Chats, ensuring more accurate availability reporting.
  • Advanced Indexing & Virtual Index Support – FAQ and Knowledge Base content can now be organized into Virtual Index categories. This enables assigning content to specific virtual indexes, restricting AI prompts, pipelines, or Agent Assist to selected content groups, and using a Create or Repair option to validate and repair indexing configuration.
  • Cummins Ticket Assignment API – Added support for assigning Cummins tickets directly within Chime. This includes a new AssignTicket() API method and a new scripting method assignCumminsTicket(), enabling automated or programmatic ticket assignment workflows.
Manager UI Agent Lists

Manager UI Agent Lists

  • Agents Set to “No Chats” Are Excluded from Available Agent Totals
https://staging.imchime.com/instant/Manager/AgentLists?managerDash=145275848
Admin UI Agent Lists

Admin UI Agent Lists

  • Agents Set to “No Chats” Are Excluded from Available Agent Totals
https://staging.imchime.com/instant/Admin/Contents/ContentItems/AgentListItem?admin=939502879
Features

Features

  • We have added a new Advanced Indexing Feature allowing for more flexible Knowledge Base and AI integration
https://staging.imchime.com/instant/Admin/Features
FAQs

FAQs

  • Enable Indexing for a specific Virtual AI Index
https://staging.imchime.com/instant/Manager/Contents/Edit/4ds33c5c5cv5c4ab3eyygepa5k?returnUrl=%2Finstant%2FManager%2FContents%2FFaqItem%3FmanagerDash%3D-433637618
Virtual AI Indexes

Virtual AI Indexes

  • Create a Virtual Index for a collection of FAQs from the knowledge base
https://staging.imchime.com/instant/Manager/Contents/Edit/47jmd3ks1r5mb28fwtjzqgszwa?returnUrl=%2Finstant%2FManager%2FContents%2FVirtualAIIndexItem%3FmanagerDash%3D1749069732
AI Prompt Library

AI Prompt Library

  • Enable Cognitive Search for a specific Virtual Index
https://staging.imchime.com/instant/Manager/Contents/Edit/4w124jqqr5s3504gd5w2a2hbm3?returnUrl=%2Finstant%2FManager%2FContents%2FPromptLibraryItem%3FmanagerDash%3D380749191

Cummins Ticket Assignment

Chime now supports assigning Cummins tickets directly through the platform, enabling automated and programmatic ticket assignment workflows.

New methods include:

  • AssignTicket() – API method for assigning Cummins tickets through integration endpoints
  • assignCumminsTicket() – Scripting method for assigning Cummins tickets within Chime pipelines or automation scripts

Why it’s useful: Improves integration with Cummins ticket management systems and enables automated assignment workflows.