Release 5.2.3
What Changed
- Ticket distribution strategy. Continued improvements to ticket distribution strategy settings between operators.
- Full-text search. Further refinements to full-text search for dialogs and tickets.
- Next Response Time metric. Adjustments to how the Next Response Time metric is calculated and used.
- Chat reminders. Additional optimization of the chat reminder workflow.
How It Changed
Ticket distribution
Before: The automatic ticket distribution strategy was available but needed further tuning for complex scenarios.
Now: The distribution logic has been refined to better handle real-life ticket workflows.
Why it matters: Ticket distribution becomes more predictable and better aligned with the team's processes.
Full-text search
Before: Full-text search was already present but some queries could behave suboptimally.
Now: The implementation has been refined to improve result quality and performance.
Why it matters: Operators can find relevant dialogs and tickets faster, even in large datasets.
Next Response Time metric
Before: The new metric required fine-tuning in how it is calculated and displayed.
Now: The metric logic has been adjusted so that it better reflects how operators actually work.
Why it matters: Reporting on response speed is more accurate, which helps monitor and enforce SLAs.
Chat reminders
Before: Even after previous changes, some reminder scenarios could still behave unexpectedly.
Now: The reminder workflow has been revisited and further optimized.
Why it matters: Operators receive timely and relevant reminders without excessive duplicates.