Release Note v4.9.3

For versions:4.9.3

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3Dolphins

3Dolphins is the applied AI (Artificial Intelligence) solution for companies and organisations to improve their customer’s experience across channels. We do this through our core products: Social CRM (Customer Relationship Management), NLP (Natural Language Processing)-based Chatbot and Mobile Workforce Management. 3Dolphins AI serves as the technology foundation of those products, combined by deep expertise and wide experience of the team. Built and delivered as enterprise-class solution, on cloud or on-premise, 3Dolphins is trusted by one of Indonesia’s largest bank. Our approach for improving customer experience through AI is by enabling seamless collaboration between machine and human. 3Dolphins solution is developed by PT InMotion Inovasi Teknologi (InMotion).

What’s New in Version 4.9.3

On June 30, 2020 InMotion has been announce the launch of New Feature, Features update and Bug Fixes of 3Dolphins.

New Feature

What are the new features 3Dolphins launched by InMotion on June 30, 2020?

Two-Factor Authentication

The best way to secure your accounts is two-factor authentication, or 2FA. This a process that gives web services secondary access to the account owner (you) in order to verify a login attempt. To be able login to 3Dolphins using authentication, this involves a email address.
This is how it works : when you login to a 3Dolphins application, you use your email address to verify your identity by typing in a one-time password (OTP) sent to your email message.


To see step by step how to login with two-factor authentication, please refer to document ‘Authentication – Two-Factor Authentication‘.


Single Sign-On (SSO) Authentication

Single sign-on is used to authenticate users against a third-party identity provider (IDP) to pass authorization credentials to service providers (SP). You can enable SAML for your domain using a provider such as Microsoft Active Directory Federation, Okta, Onelogin, Oracle Identity Federation, or others. Using SAML, the IDP manages all credentials and authentication requests to sign in to enterprise cloud applications via Single Sign-On (SSO).


To see step by step how to configure okta and login with SSO, please refer to document ‘Authentication – Single Sign-On (SSO) Authentication‘.


Lightweight Directory Access Protocol (LDAP) Authentication

In previous versions the LDAP configuration in 3Dolphins was global, where the configuration applies to all users. In this version, 3Dolphins has supported multiple LDAP groups. So, you can add an LDAP configuration for each group that is registered in 3Dolphins.

For example, when LDAP authentication is enabled and the user login to the 3Dolphins application, the user will be asked to enter a username, password and must also choose a group. Then the system will authenticate, if the user is registered and appropriate, the user will be directed to the user’s dashboard page, but if the user fails to authenticate, you will see an error notification.


To see step by step how to LDAP configure parameter and login with LDAP, please refer to document ‘Authentication – Lightweight Directory Access Protocol (LDAP) Authentication‘.


Influencer Rate

In this version we add a new feature to the pop up window 360 customer view that is ‘influencer tag‘. This feature allow you to help analyze and categorize customers twitter account as influencer according to the number of followers.


Influencer tags consist of 4 categories namely, nano influencers, micro influencers, macro influencers and mega influencers. You can set followers range from each category (influencer tag) as needed in the system settings menu > contact configuration > influencer rate.


To view detail information of influencer rate and view step by step how to configure influencer rate, please refer to document System Setting > Contact Configuration > Influencer Rate‘.


Reopen Ticket

In this version, 3Dolphins has support for reopening tickets. This feature allow the Agents to send request to supervisors for reopen ticket after it is resolved and closed. It can happen for multiple reasons, maybe it’s because the agents incorrectly giving ticket severity, tags, etc. or the Agent forgot to add a customer case or even remark on the ticket. This is good for the agent to make sure that doesn’t happen.


Reopening a ticket will require Supervisor approval and if reopening is approved by the supervisor, the ticket will return the status to pending.


To view detail information of reopen ticket and view step by step how to reopen ticket, please refer to document Customer Support- Reopen Ticket‘.


Customer Identification with Process Flow

When an Agent needs to input information about the customer, the agent must input the information one by one, such as name, address, no. telephone, etc., the process will take longer and make the agent’s performance decrease because he has to manually enter information about the customer. In version 4.9.3 you can use process flow to add information about customer using customer identify.


In the identify customer field, you can search customer data using predetermined keywords. Then all information about the customer will appear, to save that information, the Agent only needs to merge the data, so the data will be automatically stored in the customer contact.


To view detail information of customer identification with process flow, please refer to document Customer Support – Customer Identify‘.


Shift Mapping

In this version, we add upload agent attendance with .csv on shift mapping. This feature allow make it easy for you to changes the multiple agent’s schedule at one time using file uploads.


To view detail information of upload agent attendance with .csv, please refer to document Shift Mapping‘.


Customer Rating Report

In the previous version, when the agent gave a rating to the customer, it would only be displayed in the user interface of customer ticket, so it might be quite difficult for you when you will see the rating given by the agent to the customer. In version 4.9.3, we added a customer rating report that will make it easier for you to see the ratings given by agents to customers according to the selected date.


Features Update

Customer Feedback

In this version, you will be able to reach your customers from a different angle and elicit revealing feedback through the Net Promoter Score (NPS) survey. NPS survey consists of a two-part questionnaire. The first part asks your customers to rate through the rating question of your business, product or service of your customer support on a scale of 1 to 9. The second is a additional question as to why the specific score was given.


Both the rating and the additional questions have a standard format that most NPS services use. However, you can be add a new feedback question according to your business specifics and the goals of your NPS survey.


The NPS Report displays your net promoter score for a specific date range. You can also use the NPS report to view individual ratings submitted via customer feedback. The NPS report will default to showing you the NPS for the last 31 days.


To view detail information of feedback template net promoter score, please refer to document Feedback Template‘ or if you want to view detail report of net promoter score, please refer to document ‘Live Agent – Net Promoter Score


Ticket Automation

On Idle Trigger Ticket

In version 4.9.3 we added the on Idle trigger ticket. The trigger by on idle apply to reply ticket and/or closed ticket actions. Ticket reply and closed ticket actions will run when the customer does not respond to the Operator’s message within the specified time.


Auto Greeting with Time Based Response

Time based response is one of the new features in the form of response ticket actions included in ticket automation that we released in version 4.9.3. This feature allows the system to automatically reply to tickets from customers according to predefined triggers and filters.


To view detail information of ticket automation use trigger ‘on idle‘, please refer to document Ticket Automation‘.


Twitter Channel

In this version, you can delete message and copy message that have been sent by the User when needed. This feature only available for channel twitter mention and can only be done by who has the privilege to reply to the ticket. If you delete the message, you will see a confirmation dialog to delete the message and message will deleted on the bubble message.


User Management and Privilege Merge Contact

In this version, you can configurable privilege to merge contact, user who does not have privilege to merge contact will not be able to merge contact and will not receive merge contact suggestion from the app.


To view detail information or example of privilege merge contact, please refer to document Customer Contact – Merge Contact‘.


System Settings

In this version, we add a new distribution rule concept in system setting, where tickets distribution is seen based on the least number of tickets among the groups. If there are groups with the same number of tickets, tickets distribution will be prioritized to the idle group, so that the distribution of ticket systems between groups can be distributed evenly and Agents on groups always have their optimal load.


Besides that, in the system setting we also added the “Operator allow ticket redistribute” function. Administrator or Supervisor can enable or disable the escalate and transfer ticket functions of the operator.


If is it function is disable, operators can’t see the escalated and transfer function button. But, if the function is enable, operators can escalated ticket to Supervisors or transfer ticket to other groups.


To view detail information about operator allow ticket redistribute, please refer to document system setting – ticket configuration‘.


SLA

In this version, you can view the SLA label directly on the ticket to easily understand whether the Agents or Supervisors is handling the ticket in accordance or even exceeding the specified SLA.


To view detail information about SLA Labels, please refer to document customer support – Ticket Notification – SLA Labels‘.


Rule Management

In version 4.9.3 you can use out of service message in the service hour configuration. This feature allow you to automatically reply to the customer’s message according to the message set in the out of service message field if a customer sends a message outside of service or operational hours.


To view detail information of out of service message, please refer to document Rule Management – Service Hour Configuration‘.


Delay Message on Live Chat

In version 4.9.3, we add capability to delay message on live chat. So, if a message is handled by a bot, the bot will respond to customer questions by sending messages like humans (agents) who send the message. For example, when there are 3 bubble messages in knowledge, the bot will reply to the message by sending message to the customer one by one, not sending 3 bubbles at once.


Performance Rating

Comment

On the appraisal edit page, you can find the comment feature. This feature serves to provide comments on the appraisal that has been done. At present this feature is only one-way, which means that when the first Quality Assurance (QA) comments on the appraisal, there are no notifications to other Quality Assurance (QA) members or to the Quality Assurance (QA) Manager. However, other Quality Assurance (QA) members and Quality Assurance (QA) Managers can still comment when they open the appraisal.


Appraisal Manual Input

If in the previous version, when doing the appraisal ticket, you could only determine the score with the number 0 or 1. In version 4.9.3, the score can be added or edited manually. By default, you can input a score criteria that is less than equal to the number of points {score} = {<=point} and if the score is 0 you should enter the remark criteria. For example, If the point on criteria is 60, then you can enter a score less than equal 60 points, as shown images below.


To view detail information about comment appraisal or appraisal manual input, please refer to document Quality Assurance -Performance Rating‘.


Closed Ticket

Batch Close Dialog

In the previous version, when you closed a ticket using the batch close button, you would immediately be prompted to delete the ticket by clicking the close ticket or canceling it. In version 4.9.3, when you delete a ticket using batch close button, you can specify the reason for closing all the tickets you are about to close.


Add Rate Customer

In the previous version, add rate customer can only be added via the customer ticket page. Maybe you forget to give the rate to the customer. Therefore, in this version we add the capability to add rate customer on the pop-up closed tickets.


Conversation History

In the pop-up of conversation chat, we add ability to view ended by agent/customer/system. Conversation ended will appear after you close the ticket and is only available on the 3Dolphins live chat ticket, as shown below.


Analytic

Visitor Volume and Bot Visitor Volume

If in the previous version you could only view the visitor volume report and the bot visitor volume online through the user interface, in this version we added the ability to download reports to a .PDF, .CSV or .TXT files which can make it easier for you to save report to your local drive for offline viewing of report, analysis, sharing, or backup purposes.

The visitor volume and bot visitor volume report can be filter by date range and viewed based on hour, day, week or month, as shown below.

Images. Visitor Volume
Images. Bot Visitor Volume

To view detail information about download report of visitor volume or bot visitor volume, please refer to document Visitor Volume or Bot Visitor Volume‘.


Live Agent Performance

In the live agent performance, you can view report based on perspective time or agent. In time perspective you can view live agent performance table based on time filterable by date range, display by, channel name and agent name.

But, in agent perspective you can view live agent performance table based on agent name filterable by date range, channel name and agent name.


To view detail information about perspective time or agent on live agent performance, please refer to document ‘Live Agent Performance‘.


Live Agent Rating

In version 4.9.3 of live agent rating, when you view the offline report using the download report, you can see the summary report. The summary report contains one column whose value consists of all data based on the agent selected, as shown below.


To view detail information about live agent rating, please refer to document ‘Live Agent Rating‘.


Attendance Report

In the attendance report, we improve the Attendance Tracking System (ATS) calculation, with the ATS formula as follows :
Total minutes available : Total minutes in shift

To view detail information or example ATS calculation, please refer to document Attendance Report


wallboard

In the wallboard report, we include offline tickets in the report. For example, on the wallboard channel > traffic channel. You can see ticket traffic or total tickets, both inbound tickets and outbound tickets from available channels based on ‘Dropped’, ‘Responded’ and ‘Waiting’ tickets, as shown images below.


To view detail information of wallboard report, please refer to document wallboard.


Bug Fixes

  • Fix Numbering in email composer not shown in gmail (4.9.1.3)
  • Fix cdata in email message body causes xml parsing exception when replying / forwarding email ticket. (4.9.1.3)
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