Engagement Management 15.3 FP4 Product Information is now available on VerintConnect.
The following new features have been added in this release:
- Live Chat enhancements:
- Chat Whisper - this feature has been enhanced so that Chat Whispers are easily identifiable within the chat screen.
- Chat Transcripts - automatically loads customer's chat history in the current chat work.
- Localisation enhancements:
- When an Administrator creates a new Contact Outcome Code or Address Book it is available in all installed Agent Locales.
- Rules enhancement allows rules to set the locale for Email work delivery screens to react to.
- Delete Customer API demonstrates compliance with GDPR and allows customer and associated data such as Contact History and Contact Details to be deleted.
- API Authentication mechanism allows latest REST APIs to use Identity Retriever for authentication.
- Changes to supported browsers.
More details on the above can be viewed in the Release Pack and Recent Updates topic.
The following documentation has been migrated to our new web help:
This uses the HTML 5 specification which offers additional features not found in older web help outputs. The new Web Help is searchable via our existing web help search here,
Engagement Management PDFs - select ’Resources’ > ‘Resource Filters’ then ‘15.3 FP4’ as the Version and click ‘Apply’. Alternatively select ’15.3 FP4’ in the Documentation By Version box.
The following guides are no longer published as PDFs. The information is available in the new web help described above:
- EM Agent Guide
- EM Administrators Guide
PDF versions of the information contained in these guides is provided on a per Channel basis. For example, EM Live Chat Channel Guide contains Agent and Administration information related to Live Chat. EM Telephony Channel Guide contains Agent and Administration information related to Telephony, and so forth.
This allows information to be fully single-sourced from web help to PDF and better reflects how EM is sold and installed. Don’t hesitate to get in touch if you have any questions on this or any of the above.
Sincerely,
EM Product Information team
