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