Interaction Optimizer Social Media Interactions

Interaction Optimizer includes social conversations and social direct messages as interaction types. For more information on interaction types in Interaction Optimizer, see Interaction Optimizer help.

• Scheduling Unit configuration support for both new interaction types has been added to both properly display and allow for selection to
• Scheduling Unit Service Goal Groups
• Agent Groups
• Staff Types

• Both new interaction types are available for selection in forecasts.

• Time Off Requests configuration has been updated to properly display both new interaction types as well as the ability to sort by either new type.