Product Updates
Skylight for Zendesk
Agent ExperienceWhat is it? An out-of-the-box integration between the Skylight agent experience and the Zendesk CRM system. The integration allows agents…
Read MoreSkylight for Salesforce Lightning
Agent ExperienceWhat is it? An out of-the-box integration between the Skylight agent experience and Salesforce Lightning. The integration allows agents to…
Read MoreSingle Sign On (SSO) Usage Reports
ReportingWhat is it? Two standard historical reports have been added to CxEngage: SSO Summary and SSO Usage by Tenant. SSO…
Read MoreCustom Interaction Attributes
ReportingWhat is it? Using the Custom Reporting Attribute notation, you can now report on custom interaction attributes defined in a…
Read MoreScript Configuration and Reporting
ReportingWhat is it? A Script Reporting checkbox has been added to the Script Flow Notation. When the checkbox is selected,…
Read MoreAgent Presence Reason Reports
ReportingWhat is it? The Agent Presence Reason Detail and the Agent Presence Reason Summary reports have been updated to include…
Read MoreSaving Audio as Media
PlatformWhat is it? CxEngage Flow Designer has a new flow notation called Save Audio as Media. This notation can be…
Read MoreClick to Dial Input Enhancements
PlatformWhat is it? The Click to Dial flow notation has been updated to support dialing to additional endpoint types including…
Read MoreCollect Message Response
Digital ChannelsWhat is it? Collect Message Response is a new flow notation that sends a message and collects the customer response…
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