Contact center

Service level calculation enhancement

Administrators and contact center managers can now choose whether to include or exclude short abandons in service level calculations. This enhancement enables managers and supervisors to gain more insight on queue performance. For more information, see Configure the service level calculation. 

Apply Predictive Engagement action maps to webpages  

Predictive Engagement administrators can now apply action maps to specific URLs based on logical OR conditions. For more information, see Apply an action map to specific webpages.