Engagement Management 15.3 FP6 is now available for download. This release delivers key improvements which impact security, configuration, behavior and general usage. Highlights below:
- New Adaptive Framework allows user to integrate external web applications into EM screens
- Desktop Rules enhancements:
- Enhanced perspective configuration to allow control of which perspectives display Suggested Actions
- New Action allows user to send an HTTP request to another web application
- New When fields including Queue, Queued Work Type, and Telephony Call Data which is automatically mapped from delivered call data
- Organization Scoping:
- Allows administration of system configuration to be devolved to various parts of the organization hierarchy
- Live Chat enhancements:
- Desktop notifications alert Agents to new Chat items or incoming messages
- User Data can be automatically displayed when a customer is identified
- Knowledge Management Enterprise enhancements:
- Authors and desktop users can search for content marked as ‘Must Read’
- Decision Trees can be integrated to applications such as websites or IVA using REST API – Note this is a controlled release feature. Please contact em-pm-arch@verint.com for further details
- New Case Action for Deleting a Customer
- Localized Date Formats now used when viewing a report
- Java is bundled with EM – Note the JRE supplied with EM is the only version that can be used and should not be used to run any third party software
- ‘Swing’ functionality in Channel Blends:
- The ability to swing an Agent’s blend is available by default, with no additional system configuration required
- Rich Text Editor upgraded to TinyMCE 5 which includes Toolbar styling and UI improvements for Spellchecking and other product areas
- Faster loading times for Scripts and Script Pages, in addition to faster Page navigation
For more information on this release refer to the Engagement Management 15.3 FP6 Release Notes and/or Engagement Management 15.3 FP6 Release Pack
To obtain the 15.3 FP6 software please raise a fulfilment helpdesk ticket.
Please contact em-pm-arch@verint.com with comments/feedback.
