Release Notes: v7.5 - May 07, 2025

Release date: May 07, 2025

Highlights

• Advanced Routing: Skill-based routing for callbacks ensuring proper agent matching.
• Customer Self-Service: New visitor-facing appointment list and reschedule functionality.
• Agent Workflow: Introduced meeting transfer support for agents.

What's New

Scheduling & Callbacks

• Skill Selection: Callback requests can now include required skills to ensure they reach the right agent expertise.
• Priority Assignment: Support for assigning priority levels to Genesys callbacks.
• Appointment Management: Visitors can now view their booked appointments and initiate reschedules directly from the widget.
• Duration Configuration: Added support for configurable meeting durations in calendar settings.

Stability Improvements

• Presence Handling: Improved agent presence state management during rapid call transitions and disconnects.
• Time Picker: Fixed the calculation of available time slots based on meeting durations.

Impact / Actions Required

• To use skill-based routing: Configure skills in Genesys and map them in your VideoEngager settings.
• All other improvements are automatic - no action required.