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Interaction improvements

Suggest edit Updated on March 1, 2021

Omni-channel interactions have the following new features and improvements:

Interaction windows open faster

Several pages are optimized to open much faster, including the Interaction Portal, the interaction page displayed when a CSR accepts an incoming interaction, and the Wrap up window.

To ensure the fastest possible page loads at the start of a new interaction, you can now disable intelligent guidance case matching. A new Suggested actions setting disables this feature by default. This new setting has no impact on the duplicate case search feature that you can enable for each templatized case type.

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