Release date: December 01, 2024
Highlights
- Call Continuity: Resolved issues where visitors could get stuck in 'Waiting' states.
- Identity Transparency: Improved agent name visibility on the visitor side.
What's New
- Transfer State Management: Introduced a new 'Transfer' state to track Genesys interactions accurately when agents switch queues, preventing premature session invalidation.
- Agent Branding: Visitors can now see the agent's name during a call if name-sharing is enabled in organizational settings.
Stability Improvements
- Fixed a race condition where a visitor could remain stuck if an agent initially declined but then answered the interaction.
Impact / Actions Required
- To show agent names: Ensure the 'enableShowNames' flag is toggled to 'True' in your branding settings.
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