Release Notes

This release contains a new VirtualAdvisor escalation to advisor process, a Categories page, updates to Live/View Conversations, updates to event API callbacks, and a fix for the awaiting advisor process.



Enhancements

  • [SA-182] - VirtualAdvisor Escalation to Live Advisor
    • A new feature has been added to VirtualAdvisor to allow it to escalate a conversation to an advisor if it has not been able to answer a question a consecutive amount of times. If an advisor is active, VirtualAdvisor will ask the student if they wish to move to the awaiting advisor queue. If an advisor is not available, or the student chooses not to speak to an advisor, VirtualAdvisor will provide them with a message defined by the institute. Admin users can manage the following fields in the Basic Settings page:
      • Escalation - Number of Consecutive No Responses is a setting to adjust the amount of consecutive missed attempts VirtualAdvisor has before determining if student should speak to an advisor. Every time VirtualAdvisor does answer the student, it resets this count - once the number of No Response messages is hit, VirtualAdvisor will try to steer the student to speak to an advisor.
      • No Response - No Advisors Online: this message is given if VirtualAdvisor is unsuccessful answering consecutive questions (managed by Escalation - Number of Consecutive No Responses) and there are no advisors online to transfer to
      • No Response - Speak to a Live Advisor?: this message is given if VirtualAdvisor is unsuccessful answering consecutive questions (managed by Escalation - Number of Consecutive No Responses) and there is at least one advisor online assigned to the conversation category
      • No Response - School Contact Info: this message is given if VirtualAdvisor is unsuccessful answering consecutive questions (managed by Escalation - Number of Consecutive No Responses) and there is at least one advisor online assigned to the conversation category, but the student chooses not to be placed into advisor queue
  • [SA-264] - Categories Page
    • A new page has been added to allow institutes to create custom categories if they wish to narrow down categories for grouping questions/responses. Admin users can manage categories in the Settings > Categories page. 
  • [SA-335] - Live Conversations and View Conversation Modal Updates
    • The Live Conversations tab has collapsed all of the filters upon initial entry to reduce clutter on the top and focus on the live conversations grid. Now when viewing the page, only the Refresh Rate selector and a new link called Show Advanced Filters appear above the grid. The link will expand/collapse the additional filters previously always shown on the page.
    • The View Conversation page has a new feature to allow advisors to intervene a live conversation with other advisors. When users are viewing a conversation between VirtualAdvisor and a student they been able to click the "Join" button to enter the conversation between themselves and the student. Now if a user is viewing a conversation between another advisor and a student they can click the "Transfer to Me" button to immediately enter and take over the conversation with the student.
  • [SA-342] - CL Connect Event 802 API Callback Message Update
    • An additional field called "saHasSensitiveData" has been added to event 802 - Authenticated Conversation Ended. This is a true/false field that indicates whether or not any part of the conversation was marked as sensitive information. This event has also had the field "saTranscript" updated to separate each piece of the conversation with pipe delimiters, rather than semi-colons as it was previously using.



Fixes

  • [SA-374] - Advisor Queue Awaiting Advisor Period
    • Fixed an issue where the Awaiting Advisor Period setting in Basic Settings was not triggering the check to ensure advisors were still available while students waited in queue. This prevented the check backs to the student to not occur, leaving students to wait to hear back until and advisor joined the conversation.