LiveAgent monthly updates: November 2024 edition

Hello LiveAgent Community, in this month’s blog post, we are excited to share some significant updates and enhancements that have been introduced in our latest software releases. As always, our team is committed to improving LiveAgent to provide you with the best possible experience. Here’s what’s new:

AWS Migration saga: Successfully completed

We are thrilled to announce the successful completion of our data centers’ migration to a new Amazon infrastructure. This upgrade offers improved performance, enhanced stability, and faster response times. We believe that these changes will positively impact your day-to-day operations and overall satisfaction with LiveAgent.

Automated closure of resolved tickets

In version 5.52, you can automatically transition all resolved tickets to a ‘Closed’ status after a selected number of days. This improvement is designed to help keep your system clutter-free and maintain focus on active cases.

Breathing time respected

We’ve addressed a corner case issue where the breathing time following an ended chat or call was occasionally inadvertently skipped. This oversight forced agents to dive into the next interaction without a necessary pause immediately. With the update in version 5.52, agents will once again have that essential moment to regroup after each chat or call, ensuring they are refreshed and ready for their next customer interaction.

Immediate fixes to broken chat invitations

We’ve addressed an issue affecting a small number of users where accepting a chat invitation would unexpectedly close the visitor’s chat window. Our team quickly identified and resolved the underlying cause of this bug. To ensure a seamless experience for all users, we’ve backported the correction to the current version of LiveAgent.

Department members feature enhancements

We’ve introduced several ‘quality of life" improvements to the Department members. One significant enhancement is the addition of an advanced search filter within the ‘Add member’ window, allowing you to quickly find and add agents based on specific criteria. Additionally, we’ve made the rows clickable, simplifying the process of selecting agents. These updates make the management of department members more intuitive and less time-consuming.

Resolved call transfer restrictions

We’ve implemented a fix that allows agents to transfer calls to any department, not only to those they are members of. This update removes previous restrictions, allowing your team to route calls to the right department or agent quickly and efficiently.

Corrected API ticket retrieval limitations

We’ve resolved an API discrepancy that temporarily limited ticket retrieval, exports, and mass actions to 1,000 tickets instead of the intended 10,000. Understanding the urgent nature of this issue, we have promptly corrected this error. Starting with version 5.52, the limit has been restored to the correct 10,000, ensuring smoother operations for large-scale ticket management.

Resolved issue with 2FA disabling for agents

Admins can now disable and manage two-factor authentication (2FA) settings for agents. This allows admins to assist team members who have lost access to their authentication devices.

Outro

We hope these enhancements and fixes improve your experience with LiveAgent, making your interactions smoother and more productive. As always, we value your feedback and look forward to hearing how these changes help you better serve your customers.

Thank you for choosing LiveAgent, and stay tuned for more updates in our next monthly update!