0
34.1.0
Yokohama, Xanadu, Washington DC, Vancouver
Guided Decisions guides agents through a set of questions to determine the action that will help them resolve an issue or complete a task in the most optimal way. It asks them questions based on previous answers and gives guidance on the next step in the resolution process. Guided Decisions reduces the cognitive burden on agents and enhances their productivity. Guided Decisions can be embedded in a Playbook or served as a Recommended Action.
- Provide a step-by-step guided experience to agents in their workspace.
- Embed Guided Decisions in a Playbook or serve them as Recommended Actions.
- Increase reuse by nesting a decision tree in another one.
- Use guidance outputs and continue working on a Guided Decision after a guidance action is taken.
New:
- Added the ability to customise font size for questions in a decision tree.
- Added the ability to control the visibility of completed guidance in a decision tree.
The Guided Decisions application is installed as part of this application.