Update 22B

Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Overview

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B2C Service Center

Administration

B2C Service to CX Unity Integration (Phase 2)

There is a business need for a robust, data synchronization between B2C Service and CX Unity.  Incidents from B2C Service are published to CX Unity, so that intelligent attributes may be calculated based on these incidents.  Such incident-based intelligent attributes enable downstream applications to tailor their business processes according to the service history of the specific end-customer.  Phase 1 was delivered in Feb 2022.  This feature extends the functionality to include support for synchronizing custom objects and custom attributes as well, based on the mapping information configured by the customer.

Agent Console

Agent Browser UI Forward Dialog UI Enhancements

Attachments will now always display in the forward dialog, even when scrolling in the Agent Browser UI thread control.

Chat Browser UI: Chat Monitoring Notification

Agents handling chats in the Browser User Interface now see a message within the chat transcript control that shows when a supervisor is monitoring the session.

Create Opportunity from Incident Record in Agent Browser UI

A Service Opportunity can be created from the Incident record in Agent Browser UI. 

Redwood Theme for New Users on Agent Browser UI

The Redwood Theme will be the default theme for all new users in Agent Browser UI. 

Secondary Contacts and Alternative Email Address Added to Thread Response Header

Secondary contacts along with the alt1 and alt2 email address from the contact workspace is now visible in the Thread Response Header. 

Secondary Search Report in Browser UI

The secondary search report is now supported in the Agent Browser UI.