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PureCloud Weekly Release Notes - 10/9/19

  • 1.  PureCloud Weekly Release Notes - 10/9/19

    GENESYS
    Posted 10-09-2019 09:31

    Introducing preferred agent routing

    The new preferred agent routing feature enables administrators to control routing by leveraging data from CRMs and other sources. This feature helps match customers with the same agent they worked with previously, leading to an improved customer experience. For more information, see Advanced routing overviewPreferred agent routing behaviorand About interaction routing (ACD).

    Co-browse session improvements

    Changes in color and button placement improve the user experience for customers and agents sharing a co-browse session. For more information, see Co-browse sharer experience.

    Platform

    Organization settings improvement

    Administrators can now edit the Company Name field in Organization settings to change the organization name that appears on the login screen, browser tab, and users' mini cards. For more information, see View organization settings


    #ArchitectureandDesign
    #PlatformAdministration
    #Roadmap/NewFeatures
    #Routing(ACD/IVR)
    #SystemAdministration
    #Unsure/Other

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    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
    ------------------------------


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