With August finally over, I wanted to take a look at the releases from this past month and talk about all of the cool features that we've rolled out. Want to know what my top 3 are and why? Keep reading!

Since we're recapping August, what better way to wrap up our releases with my top 3 favorite new features with the Genesys Cloud platform.

3) Never enough time 

While 60 minutes may seem like a lot of time, there are some instances where agents have a lot of paperwork or administrative work that they need to complete in order to wrap up an interaction. This new feature, Extended after call work timeout, was a response to merging FOUR ideas into a single Product Idea! In the past, the maximum time that you could set for After Call Work (ACW) was 15 minutes.

2) Two-way tie to unify VDI!

No matter how you're set up, whether it's using our out-of-the-box desktop experience on a laptop or with a more sophisticated setup involving a thin client or Virtual Desktop Infrastructure (VDI), we've got you covered. Coming in at our number 2 spot, we actually have a two-way tie! Our Dev team has made great strides to bridging the gap of functionality with these two releases.

The first enhancement helps with the WebRTC Media Helper establishing connection to the agent's audio devices. We cleaned the process and removed some unnecessary device checks so that your agents can get right into their day. Such as the second half of this silver position, using CX Cloud for agents via the Salesforce Service Cloud console within a VDI environment. This helps ensures that the experience for the agents is the same, regardless of the infrastructure, as well as maintaining the security for those who utilize VDI to manage their desktop environments.

1) The Good, The Bad, and The Neutral?

Sometimes you just need a quick way to look at the breakdown of your outbound campaigns to know how things turned out. In my number 1 spot, I would like to highlight something that is pretty straight forward: Success, Neutral and Failure classifications in wrap up code mappings.

And that is where this feature from the Product Ideas Lab comes in! With this new feature, you can now classify wrap up codes as either Success, Neutral and Failure. If your wrap up code has the Right Party Contact toggle set to Yes, then you can classify the wrap up code as either Success, Neutral, or Failures. I highly recommend you check out this Resource Center article to learn more!

HONORABLE MENTIONS

I know that we just went through my top 3 highlights from the August releases, but I feel I would be remiss if I didn't point out that our Dev team has also rolled out a ton of updates for our supported languages! For instance, we rolled out update for updated support for Genesys Agent Copilot for the following languages: Dutch, French, German, Portuguese, Japanese, and Spanish! Quão incrível é isso? If you'd like to see all of the languages we support, you should take a look at our article on Genesys Cloud supported languages in the Resource Center.

Do my scores differ from yours? I only covered a few here but I'd love to know if there is anything that I didn't cover that you're excited about? Tell me what your favorites and why down below!

With August finally over, I wanted to take a look at the releases from this past month and talk about all of the cool features that we've rolled out. Want to know what my top 3 are and why? Keep reading!

Since we're recapping August, what better way to wrap up our releases with my top 3 favorite new features with the Genesys Cloud platform.

3) Never enough time 

While 60 minutes may seem like a lot of time, there are some instances where agents have a lot of paperwork or administrative work that they need to complete in order to wrap up an interaction. This new feature, Extended after call work timeout, was a response to merging FOUR ideas into a single Product Idea! In the past, the maximum time that you could set for After Call Work (ACW) was 15 minutes.

2) Two-way tie to unify VDI!

No matter how you're set up, whether it's using our out-of-the-box desktop experience on a laptop or with a more sophisticated setup involving a thin client or Virtual Desktop Infrastructure (VDI), we've got you covered. Coming in at our number 2 spot, we actually have a two-way tie! Our Dev team has made great strides to bridging the gap of functionality with these two releases.

The first enhancement helps with the WebRTC Media Helper establishing connection to the agent's audio devices. We cleaned the process and removed some unnecessary device checks so that your agents can get right into their day. Such as the second half of this silver position, using CX Cloud for agents via the Salesforce Service Cloud console within a VDI environment. This helps ensures that the experience for the agents is the same, regardless of the infrastructure, as well as maintaining the security for those who utilize VDI to manage their desktop environments.

1) The Good, The Bad, and The Neutral?

Sometimes you just need a quick way to look at the breakdown of your outbound campaigns to know how things turned out. In my number 1 spot, I would like to highlight something that is pretty straight forward: Success, Neutral and Failure classifications in wrap up code mappings.

And that is where this feature from the Product Ideas Lab comes in! With this new feature, you can now classify wrap up codes as either Success, Neutral and Failure. If your wrap up code has the Right Party Contact toggle set to Yes, then you can classify the wrap up code as either Success, Neutral, or Failures. I highly recommend you check out this Resource Center article to learn more!

HONORABLE MENTIONS

I know that we just went through my top 3 highlights from the August releases, but I feel I would be remiss if I didn't point out that our Dev team has also rolled out a ton of updates for our supported languages! For instance, we rolled out update for updated support for Genesys Agent Copilot for the following languages: Dutch, French, German, Portuguese, Japanese, and Spanish! Quão incrível é isso? If you'd like to see all of the languages we support, you should take a look at our article on Genesys Cloud supported languages in the Resource Center.