We’ve enhanced Cummins ticketing workflows with direct resolution support, improved Microsoft Teams presence accuracy and reliability, and introduced easier mobile chat access from the Snapshot page to streamline agent and user experiences.
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Snapshot Page Chat Access Mobile Teams users can now quickly launch into chat from the Snapshot tab using a new quick-access button.
Presence and Caching Resilience New safeguards help prevent UI errors caused by intermittent presence lookup or caching issues.
Cummins Ticketing Integration Enhancements Agents and automated workflows can now resolve Cummins tickets directly from within Chime using new API and scripting support.
Teams Presence Accuracy Improvements Presence handling has been refined to reduce mapping errors and improve reliability across Teams-integrated experiences.
A new quick-launch chat button has been added to the Snapshot tab to simplify chat access for mobile Microsoft Teams users. Since mobile Teams prioritizes tabs as the primary interface, this update provides a faster way to start a chat session without extra navigation.
Why it’s useful: Makes it easier for mobile Teams users to quickly initiate chats, improving accessibility and reducing friction when switching between tabs.
Additional safeguards have been introduced to handle Redis timeouts and presence lookup failures more gracefully. These updates help prevent page errors and maintain UI stability during intermittent connectivity or caching issues.
Why it’s useful: Delivers a more reliable agent experience by preventing disruptions caused by temporary backend or caching issues.
Cummins ticketing workflows now support direct ticket resolution through new API and scripting capabilities, allowing agents and automated pipelines to complete the full ticket lifecycle without leaving Chime.
New script methods include:
Why it’s useful: Enables faster ticket closure, supports automation scenarios, and keeps resolution workflows centralized within the Chime experience.
Presence handling for Microsoft Teams has been improved to better manage unresolved Azure AD users and prevent duplicate user mappings. These updates help ensure agent availability reflects accurate status across integrated environments.
Why it’s useful: Improves confidence in agent presence indicators and reduces confusion caused by mismatched or duplicated user records.