November 4, 2024

  • Added support to transfer wrap-up notes between InteractionSync and Genesys full client.

  • Inbound SMS interactions can now be configured as individual interactions from the InteractionSync configuration page.

  • Extended support for SMS interactions; Screen pop activity is now available for inbound interactions.

  • New configuration options are available within the Softphone Settings tab:

    • Script for Phone Call is available for the agents to view agent scripts within the embedded interaction window.

    • The embedded interaction window can now be enabled separately for messaging, phone calls, and callback interactions.

  • New Feature: Tab Views > Interaction Details and WEM Options. A new setting Tab Views has been added to the configuration page. This tab includes interaction details and WEM (Workforce Engagement Management) options that administrators can enable. When enabled, the options will appear as tabs on the InteractionSync softphone.

    Important: Agents can view the WEM tab information on the softphone only if they have the necessary Genesys Gamification permissions. If these permissions are not granted, the tab will appear blank.

  • Xrm.page API dependency has been removed and replaced with an alternative.