0
4.7.7
Zurich, Yokohama, Xanadu Patch 3, Xanadu, Washington DC, Vancouver
Works with ServiceNow Voice and the Voice for ITSM/CSM/HR apps to enhance agent productivity and provide management with insights and coaching opportunities.
Key features include:
- Step-by-step instructions and templates for integrating with Amazon Connect
- New Outbound Flow templates to manage outbound calls efficiently
- Surfacing Transcription, Recording, and Customer Sentiment Analysis in Workspace
- Support for phone channel analytics using AWA work items and Workforce Optimization (starting in Paris release)
- Integrated Softphone Interface in ServiceNow
- Screenpops
- Extensible support for Data Dips
Fixed in this release:
- The "agentResponse is not defined" error no longer occurs for conversations of type sn_openframe_phone_log.
- Required plugins and products
- This application requires a subscription to ITSM/CSM
- Dependencies
- OpenFrame (com.sn_openframe)
- ServiceNow Voice (sn_cti_core)