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Interaction improvements

Updated on March 1, 2021

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

Pega Customer Service Release Notes Pega Customer Service Release Notes

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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