Contact center

Introducing preferred agent routing

The new preferred agent routing feature enables administrators to control routing by leveraging data from CRMs and other sources. This feature helps match customers with the same agent they worked with previously, leading to an improved customer experience. For more information, see Advanced routing overview, Preferred agent routing behavior, and About interaction routing (ACD).

Co-browse session improvements

Changes in color and button placement improve the user experience for customers and agents sharing a co-browse session. For more information, see Co-browse sharer experience.

Platform

Organization settings improvement

Administrators can now edit the Company Name field in Organization settings to change the organization name that appears on the login screen, browser tab, and users’ mini cards. For more information, see View organization settings.