This is our main release description. The change notes are ordered in 3 different categories:
- New functionality
- Improvement
- Support
New functionality
AMI Smart Search version 1
To find all AMI for Genesys conversations quicker and for the user “with more ease” - so no matter if conversations are open or closed. Some feature highlights:
- Input result of entered keywords. Output by relevance results on the categories
- Contact person
- Subject
- Entire message body
Note. And also: No messages found.. this really means incorrect input.
- Independent search filters for each AMI category. So, filters entirely set on user demand and no reset of without own decision
- Flexibility of date range selection – instead of only sort on oldest and newest period
- visibility of previous input words, when using the web browser back button. We are investigating the option for personal search query saving.
new
My AMI -sent
After conversation is sent by user, the conversation can be viewed inside MyAMI as "sent items" - based on user sent filter of AMI Search
Note. when conversation is re-opened; recieved response or handled by another user, the conversation is no longer automatically visible inside MyAMI
new
Improvement
Assign to user shortcut
With this improvement, AMI offers a much easier way to assign conversation to yourself. When selecting conversation from AMI List, you only have to enter the 1st character of your own name and immediately your user name is on the top of the user list. See image
improvement
Spot Canned Response articles by keywords
With this release, we have reversed the way to find for fitting answers inside the created Canned Response libraries. See the explainer video
improvement
Real-time update with predictions
With this release, we've improved the refresh method for conversation status
(in AMI List and AMI Show) from 10 to 5 seconds.
Also inside AMI Show, any update will be real-time updated.
improvement
Support
Syncing message ID's
In case of (manual) syncing the conversation, now always syncs the message ID's that are part of the conversation.
support
Improvement 3rd party Knowledge Management access
In AMI we support "by default" the 3rd party Knowledge Management of https://pollyhelp.com/
Note. Other 3rd party Knowledge Management service we have to identify and scope in support and posibilities. Contact us for this https://docs.cloudoeapp.com/ge...
support
Presence status for users
Additional Meeting, Away, Break. Mail, Training
support