Genesys Cloud - UI New Features

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  • 1.  Introduction for Agents Video?

    Posted 08-29-2025 10:04

    Hi there,

    Will there be a video demo I can share with my agents that includes what ACD interactions will look like/their buttons during the interactions/screens? 

    My team has at most 6 people who handle email interactions (low volume) and the remaining 90+ are ACD interactions. 

    Most of the videos shared that shows the new layout - its primary focus is digital interactions with limited focus on voice interactions. 

    I searched through another forum and was able to find a screenshot someone posted of their phone interaction, but an agent only video that touches base on:

    • ACD interactions (queued calls)
    • making outbound calls on behalf of a queue
    • internal calls (agent to agent)
    • Agent Workspace in general

    would really help explain & prepare my Agents. 

    This would allow my WFM team to schedule time for my agents to review the new material before deployment vs after deployment.

    I appreciate any insight!



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    Jacqueline Turner
    Workflow Coordinator
    NYCM Insurance
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  • 2.  RE: Introduction for Agents Video?

    Posted 08-29-2025 16:40

    You have to remember that the new UI does not change any underlying functionality, so once they are in the Agent Workspace, it acts and looks just like the old Interactions workspace.  The only difference is that it opens on the right-hand side, not left-hand side.  We are creating a number of documents for our clients that explains the differences with screenshots for agents, supervisors, administrators and the like.  We are also providing our clients with by-weekly webinars/Q&A sessions to help them in the transition.  Would be happy to get you in touch with one of our success managers.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Introduction for Agents Video?

    Posted 09-02-2025 10:51

    Are there links you could provide for the biweekly webinars/Q&A sessions?



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    Janet Perkins
    Application Analyst
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    Original Message


  • 4.  RE: Introduction for Agents Video?

    Posted 09-02-2025 12:20

    If you are a Ttec Digital client, your CSM should have them.  I have been asked to keep this to our clients for now but I can get you in touch with one of our CSM's to see what is possible.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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