Enhancements

Webchat

Session browsing

• We have updated webchat so if a customer is in a webchat conversation and moves webpage, the webchat session will not end.

Updates to omnichannel blending

• We have improved the way that calls and webchats work together when an agent has the ability to manage both.

Call Recording

• We have updated consult call recording so that the recorded agent to agent consultation is only included in the agent level recording, simplifying the recordings.