Integrations

Event-driven integration (EDI) framework

You can now prevent the Ended event from being triggered when an agent transfers a chat, for example, to stop a feedback survey from being sent. When a conversation is transferred, the system ends the original conversation and creates a new one. As a result, any integration linked to the Ended event will be triggered unless you define the new event.details property for the Forwarded event with a condition.

Communication Panel Control (CPC)

CPC now supports the following functions:

• Ready status and presence profile changes

• Downloading logs

• Joining and unjoining queues

For more information, see the CPC API document.

OData

Simultaneous request handling in OData reporting has been improved.