Engagement Management 15.3 FP5 Product Information is now available on VerintConnect.
The Product Information landing page provides a starting point to access the Engagement Management documentation. To see what's new in the release check out the Release Pack and Documentation Updates topic.
The following new features have been added in this release:
- Desktop Rules enhancements:
- Rules expanded from Live Chat to all Channel perspectives
- New Actions provide additional ways to guide inexperienced Agents and reduce AHT
- Rules Editor enhancements:
- New string field operators 'Contains one of' and 'Equals one of'
- Live Chat enhancements:
- Ability to transfer Internal Virtual Assistant (IVA) chat to EM Live Chat Agent
- Simplified Agent setup - no need to add External Security details when adding a new Chat Agent
- API enhancements - API matches Customer Profile structure and consistent naming applied across API and screens
- Localisation enhancements:
- Web links converted to use localisation defaulting mechanism introduced in previous EM release.
- Customer Profile changes:
- Address is now optional when you create or update a customer
- Initial interaction date now shown in Contact History
- Store and View External Interactions:
- Admin can configure new Contact types
- New API for third party systems to add Contact History entries to EM
- Agent can view External Contact History entries
- REST API and enhancements to Responsive UI for KM users. Note this is a Controlled Release feature
- Customer data can be deleted to comply with a retention policy or legal requirements including GDPR
- Changes to supported browsers
- Support added for Cisco Finesse 11.6 with UCCE support
The following documentation has been migrated to our new web help:
The new Web Help is searchable via our existing web help search here,
Engagement Management PDFs - select ’Resources’ > ‘Resource Filters’ then ‘15.3 FP5’ as the Version and click ‘Apply’. Alternatively select ’15.3 FP5’ in the Documentation By Version box.
