August 5th 2014 Release Notes: Analytics Updates, improvements and more

Greetings everyone,

We’ve been a bit remiss in updating our release notes over the last couple of weeks. We promise to do better. Here’s a list of what we’ve been up to:

Fixed a large number of small analytics bugs, and added several features and improvements.

* Our \share command has been updated to perform a proper redirect to the viewer

* We now support the sending of AutoLead information as attachments

* We’ve improved the positioning logic of our visitor chat widget when the browser window is resized

* The Intelligent Pre-Chat has been revised to prevent the occasional flashing of the pre-chat form

* Our Knowledgebase integrations have been improved to speed up the processing of search results across large numbers of articles

* Fixed an issue where omitting optional parameters in Visitor chat API would result in an error response.

* Some additional XSS prevention has been added to prevent malicious visitors to send XSS payload to the chat agent. Thank you to Yogendra Sharma @FuzzBaBa for reporting one of these fixed issues about XSS payload captured with the JavaScript variable instrumentation.


Introduction to our Shiny New Analytics

If you’ve been with us for a while, hopefully you’ve made good use of our Reports system to monitor and improve both your live chat activity and chat agent performance.

We know that actionable data is vital for improving both your business and your customers’ experience, and although our Reports were very useful, we knew we could make them better and more useful for you!

That is why we’re proud to bring you our new Analytics system!

It’s better, faster, stronger, more accurate, and completely rebuilt! (Also prettier.)


The new system has been custom built by our developers over the last several months to be perfectly suited to your needs and specifications, so you have all the tools at your disposal to increase your live chat performance, and grow your business! We have much greater control over the new system, and we plan to continually improve our Analytics features and offerings.

A few notable features and improvements:

  • Faster, more responsive reports. 
    • With a vastly superior back-end system to support them.
  • The new reports are far more interactive.
    • You have greater control over how you wish to visualize your data — chat type filtering, period scaling, agent selection, etc.
  • Timezone struggles are now a thing of the past.
    • Your Analytics reports are now tied directly to the Timezone configured in your “My Account” settings.
  • Drill down on data in the graphs to find all correlated chats.
    • Simply click on a bar or datapoint to see the drilldown!
  • More granular visibility on individual agents’ performance.
    • Click on agents in the “Agent Table” to see individual data visualized in the graphs above.

To see answers to commonly asked questions about the new reports, check out our Analytics FAQ.

Or, to get a detailed description of each new report, check out the Intro to Analytics.

A harbinger of what’s to come!

You’ll also notice that the Analytics system is using a completely re-designed Admin Dashboard. We are currently in a transitional period as we work to migrate our entire Admin area to the new, easier-to-use layout.

One of the biggest improvements of the new design:

Never forget which widget you’re working on again! The new layout offers significantly improved visibility for your current widget and the current chat status of that widget. If your widget is in “unavailable” status, mouse over the yellow bead to see a tooltip with more details.

Click on the dropdown to switch to another widget, or just to see the chat status of all your widgets in one convenient view!


Any questions or comments about the new Analytics, or our new Look and Feel? If so, please come chat with us or drop us a line at to let us know!

July 7th 2014 Release Notes: Agent Reassignment auto pause setting

Hello everyone,

What’s new today:

  • We have a new Agent Re-assignment setting for you today, by default agents who missed the chat are going to be paused. You can disable this option from the Admin Dashboard. Disabling the option will re-assign the chat but the agent who missed the chat will not be paused.


  • Fixed an issue with using Zendesk knowldgebase and OAuth connection.