Contact center
Interactions panel view improvements
Agents can now resize the right side of the Interactions panel view. This improvement enables agents to optimize the view for each panel type. PureCloud remembers the setting across interaction types. For more information, see Navigate the Interactions panel.
Agent script window improvements
PureCloud now positions the horizontal script window at the bottom of the Interactions panel view. In addition, agents can now resize the script to four different sizes to optimize the view. For more information, see Use scripts.
PureCloud Voice in Belgium and Finland
PureCloud Voice, the 100% cloud-based solution using Genesys Telecom for phone service, is now available in Belgium and Finland. Services are provided out of the AWS EU (Ireland) region. For more information, see About PureCloud Voice.
Communicate
Architect collection values enhancement
Architect now includes the ability to use expression functions to add, remove, and update items within collections. This enhancement makes it easier for administrators and contact center managers to manipulate collection values within Architect flows. For more information, see Modify collection values.
Agent script auto-save
PureCloud now periodically auto-saves agent scripts. This feature reduces the risk of script designers losing changes they make while creating or editing a script. For more information, see Create a script and Edit a script.
Service level calculation enhancement
Administrators can now choose to include flow-outs in service level calculations. Previously, service level calculations could include only interactions that agents answered or customers abandoned. This enhancement allows managers and supervisors to gain more insight on queue performance. For more information, see Configure the service level calculation.
If you have any thoughts or questions, please start a new discussion in the community.
#Roadmap/NewFeatures------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
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