Latitude

Latitude 2023 R2  includes the following new features and permissions.

Digital Communications Enhancements

• Digital Communication Enhancements to support scheduled outbound (Email & SMS) in addition to Real-time.

• Agent desktop UI now includes ability to enter time to send for both on-demand Email & SMS.

Task Scheduler

• Ability for users to configure tasks related to Email & SMS that can be executed by the scheduled outbound service.

• Ability for users to configure custodian tasks that can be executed by the scheduled outbound service at different times for different client codes.

Dialer changes to Genesys cloud to add additional features

• To incorporate dialer changes to GC for improved call tracking and compliance requirement not to call the account based upon work activity

Portal Enhancements

To improve the overall user experience for self-service portal the following have been included:

• A user-friendly message for business rule violations will be shown when setting up arrangements.

• Added ability in Arrangements screen for user to provide e-sign approval to process a payment and create a new event for this.

• Current balance is shown when setting up an arrangement.

• Automatically display the day of the monthly picker as the day of the selected start date.

• The user will now be redirected to My Account page instead of Home Page after login.

• Provided provision to upload a new image for background.

SMS OPT-IN & OPT-OUT

• Added a new OPT-IN status for phones that indicates whether the phone number is opted in and opted out.