We’ve made a bunch of changes to Converse CX in the past month. These include:
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New Virtual Agent Reports - the Virtual Agent Sessions report lets you view the transcript for every interaction that your Virtual Agent has with customers; the Flow Summary report shows the volume of interactions through each flow.
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Announcements - announcements are a new way to configure messages which can be played to customers in Virtual Agents and In-Queue Flows. This feature allows a Supervisor to adjust the messaging without having to edit and re-publish a Virtual Agent.
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Deleting Interaction Transcripts - you can now delete the transcript of an Interaction with any media type, where previously this was only supported for call recordings.
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Checking the current date and time in Flows - we’ve added more options to the Decision Step which allow you to check:
- If the current date is a specific date, before or after a specific date, or between two dates.
- If the current time is before or after a specific time, or between a time range.
- The current day of the week.
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Workforce Management Schedule improvements
We’ve added a new agent view of the schedule and improved the look and feel of the manager view. We’ll be adding absence management soon…
For detailed release notes, visit the Docs Portal.
Enjoy!
The Converse CX Team