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Release 2.16.1 - May 2022
| Feature | Description |
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| Technical Improvements | Following technical improvements are part of this release:
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This release also contains bug fixes documented on the Published Fixes page.
Release 2.16 - May 2022
| Feature | Description |
|---|---|
| VSA performance optimization | Technical updates to improve the performance of the Bot. The change optimize the Virtual Agent's response time during conversations. |
| Web Widget update | Luma Web widget bot icon is updated to new Luma Agent icon. Note: For the change to take effect, update to the Web Widget configuration files. |
This release contains only bug fixes documented on the Published Fixes page.
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| Feature | Description |
|---|---|
| Improved KPI calculations | Luma Virtual Agent now enables you to conditionally set your KPIs during Skill execution. You can now calculate Luma KPIs as part of parent as well as sub-skills. New Conversation Item 'Set KPIs' allows the Skill developers to calculate or update KPIs as required during a conversation. Additionally, KPIs can also be updated as part of Rule conditions. For more information, refer to Create Skill Note: For your existing skills, the KPIs metrics configured at the skill level are migrated as the last step in the conversation flow. You might see a difference in KPI calculations for the existing skills as the KPIs will now be calculated on the last branched skill instead of the parent skill. In case the skill branches to a sub-skill, KPIs will not be calculated until reconfigured. This is because prior to the 2.15 release, Sub skills did not support KPIs. It is recommended that you review the existing skills and update the KPI configurations appropriately. |
| Export KPI Dashboard | Download your KPI Dashboard information into an excel file. You can now generate a single report with the information on all the KPI metric measurements available on the Luma KPI Dashboard. You may filter the information on various columns such as KPI Metric Type, dates, Session ID, Channels and view the reports as required. For more details, refer to KPI Dashboard |
| Download User Adoption and Training Opportunities Metrics | You can now download and view detailed information on the 'User Adoption' and 'Training Opportunity' for your Bot. Luma VA now allows you to download the following metrics available on the Luma Usage Dashboard.
For more details, refer to Usage Dashboard |
| Whatsapp via Infobip updates | Following are the updates on Whatsapp via Infobip chat channel:
For more details, refer to Create Skills. |
| New views for Custom Reports | You can now create custom reports on LUMA usage information. The following database views are now available to expose the customer information which can be used to create reports:
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New Conversation context variables | You can now use the End user conversation while creating ticket via Luma Virtual Agent. The new Conversation context variables 'Transcript Json' and 'Transcript Text' are used to capture the complete transcript of the user conversation which can be used as additional information when creating a support ticket or any other skill creation. For more information, refer to Use Variables in Skills |
| Other Enhancements | Following are the other enhancements that are part of the release:
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| Feature | Description |
|---|---|
Presenting Knowledge through Luma Virtual Agent | Luma now avoids duplicate Knowledge Articles that are related to more than one topic. In a Article list view, a Knowledge article with multiple relevant topics is displayed under the topic with the most matching topic (highest posterior probability). |
| New KM context variables | You can now use KM context variables to refer to below Knowledge and Article information:
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Release 2.13.1 - December 2021
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| Feature | Description |
|---|---|
| Feedback Survey | Feedback Surveys are now available in Luma Virtual Agent. You can now send a Satisfaction Survey and Feedback request to end-users after skill execution and completion of the User-Support Agent conversation. The survey response can be used to calculate Customer Satisfaction Ratings for your bot. The Survey can also be triggered as part of specific skills. You can use the OOTB Survey or create a customized survey specific to your Bot or skill. For more information, refer to Customer Feedback and Satisfaction Survey. |
| Customer Satisfaction Metrics on Usage Dashboard | View your Customer Satisfaction ratings on Usage Dashboard. A new section 'Satisfaction Survey' is now available on the dashboard that provides cumulative information on the Surveys triggered to end-user by the Luma Virtual Agent. The metrics include the conversations from all Chat channels configured for your tenant (except the Test Widget). For more information, refer to Usage Dashboard. |
| Email integration | Luma Virtual Agent now supports Email integration that enables the system to send emails to end-users. As an Administrator, you can configure the email server for your tenant. Email integrations can be added to a Skill as a conversation item. You can also create multiple email templates and use the same in Skills on a need basis. This reduces the redundant and manual effort of writing and Email configuration every time an email needs to be sent. For more information, refer to Email Integrations. |
| Improvements in Export and Import | You can now export Feedback Survey Configurations and Email Integrations from one bot to another. The configurations can be exported and imported into a target environment. When exported, all relevant entities such as Email Server instances, Templates are also exported. For more information, refer to Bot Export and Import. |
| Other Improvements | Following are other improvements that are part of this release.
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