0
4.7.3
Yokohama, Xanadu Patch 3, Xanadu, Washington DC, Vancouver
Works with the ServiceNow Voice and Voice for ITSM/CSM/HR apps to unlock productivity for agents 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 quickly run outbound calling
- Surfacing Transcription, Recording, and Customer Sentiment Analysis in Workspace
- Support for Phone Channel Analytics using AWA work items and Workforce Optimization (starting in Paris)
- Integrated Softphone Interface in ServiceNow
- Screenpops
- Extensible support for Data Dips
Fix in this release:
When manager monitors an interaction on the Call Analysis tab, the Assignment Group will not be changed when the manager exits the interaction.
- Required plugins and products
- This application requires a subscription to ITSM/CSM
- Dependencies
- Openframe (com.sn_openframe)
- ServiceNow Voice (sn_cti_core)