March 20, 2019
Contact center managers can now create and send web-based surveys to customers after a voice, chat, email, or message interaction. Managers can see survey results through analytics views to gain more information about customer satisfaction. For more information, see About web surveys.
Filter interaction history
Agents can now filter an external contact’s interaction history by interaction type, interaction direction, and survey completion. For more information, see View the interaction history for a contact.