It's scary how many new releases that we had in the month of October. In the last four weeks, we've had so many new releases that I had such a hard time choosing my favorites. Never fear, I sat down and dug through them all and picked out the features that I enjoyed the ghost… I mean most!

How Did We Do?

Imagine if you will… You've been on the phone with a customer service rep for the past half hour because you have a super complicated issue that needs to be taken care of. The rep that you have been working with was super knowledgeable but even this scenario was a bit of a puzzle for them. However, you were in good hands and the rep was amazing and took care of your issue. You thank them over and over but there's no way for you to leave feedback on the amazing service that you just experienced when the interaction has ended. Sounds like a nightmare scenario!

Well fret no more. A few weeks ago, we rolled out a new update for voice surveys after customer interactions. Instead of needing to transfer the call to an IVR for a survey, you can now gather feedback from the customers that remain on the line. It's frighteningly easy to set up a voice survey flow with our built-in multiple choice or even yes/no slot types!

If you're shocked that you haven't set this up in your org yet, be sure to take a look at this article from our Resource Center on how to set this up for your customers!

Genesys Cloud Virtual Agent is Here!

You've asked for it and now it's finally here, so don't be afraid that there is a ghost in the machine when you see the auto-generated interaction summaries, it's just the Genesys Cloud Virtual Agent! This new Virtual Agent will help enhance your existing Genesys bot functionality and will help generate summaries of interactions, transfer information to live agents, generate summaries and wrap-up codes after interactions have completed, and so much more!

I've been told that future releases will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent. Keep an eye out on our upcoming Release Notes for more information! If you'd like to learn more, I would recommend that you check out this Resource Center article to help get started.

New UI 4 U

For my last pick from October, I am h-excited to share that we are knocking the cobwebs off of the current look and feel of Genesys Cloud and are rolling out a new look for our UI! Our dev team has been working like someone possessed to release a new way for agents and supervisors to interact with the Genesys Cloud UI. With the introduction of Multi Contextual Panels, agents and supervisors can improve agent efficiency by reducing the number of clicks needed to accomplish day to day tasks. 

There are a ton of cool new features packed into this new update so I highly recommend watching this short video. Be sure to enable this new UI layout for your agents by giving them the Agent UI > Multi-panel Experience > All permission. Once the agents have been granted that permission, they can opt into try our the new UI experience. If you have still have questions or feedback, we also have a brand new community dedicated to this feature so hop on over and check out this great post to found out howl you can get you started!

Honorable Mentions

If you've been lurking around the community and saw my last post about the October 28^th Release Notes, this next bit of information should not shock you. The switch date for the CIDR expansion has been pushed back until December 7^th. If this information comes as a surprise to you, I highly recommend that you check out the following announcement from the Resource Center. There is a lot of useful info and tools in there that will help you understand if you will be impacted and what you can do before the switch date.

#JasonsTopPicks

It's scary how many new releases that we had in the month of October. In the last four weeks, we've had so many new releases that I had such a hard time choosing my favorites. Never fear, I sat down and dug through them all and picked out the features that I enjoyed the ghost… I mean most!

How Did We Do?

Imagine if you will… You've been on the phone with a customer service rep for the past half hour because you have a super complicated issue that needs to be taken care of. The rep that you have been working with was super knowledgeable but even this scenario was a bit of a puzzle for them. However, you were in good hands and the rep was amazing and took care of your issue. You thank them over and over but there's no way for you to leave feedback on the amazing service that you just experienced when the interaction has ended. Sounds like a nightmare scenario!

Well fret no more. A few weeks ago, we rolled out a new update for voice surveys after customer interactions. Instead of needing to transfer the call to an IVR for a survey, you can now gather feedback from the customers that remain on the line. It's frighteningly easy to set up a voice survey flow with our built-in multiple choice or even yes/no slot types!

If you're shocked that you haven't set this up in your org yet, be sure to take a look at this article from our Resource Center on how to set this up for your customers!

Genesys Cloud Virtual Agent is Here!

You've asked for it and now it's finally here, so don't be afraid that there is a ghost in the machine when you see the auto-generated interaction summaries, it's just the Genesys Cloud Virtual Agent! This new Virtual Agent will help enhance your existing Genesys bot functionality and will help generate summaries of interactions, transfer information to live agents, generate summaries and wrap-up codes after interactions have completed, and so much more!

I've been told that future releases will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent. Keep an eye out on our upcoming Release Notes for more information! If you'd like to learn more, I would recommend that you check out this Resource Center article to help get started.

New UI 4 U

For my last pick from October, I am h-excited to share that we are knocking the cobwebs off of the current look and feel of Genesys Cloud and are rolling out a new look for our UI! Our dev team has been working like someone possessed to release a new way for agents and supervisors to interact with the Genesys Cloud UI. With the introduction of Multi Contextual Panels, agents and supervisors can improve agent efficiency by reducing the number of clicks needed to accomplish day to day tasks. 

There are a ton of cool new features packed into this new update so I highly recommend watching this short video. Be sure to enable this new UI layout for your agents by giving them the Agent UI > Multi-panel Experience > All permission. Once the agents have been granted that permission, they can opt into try our the new UI experience. If you have still have questions or feedback, we also have a brand new community dedicated to this feature so hop on over and check out this great post to found out howl you can get you started!

Honorable Mentions

If you've been lurking around the community and saw my last post about the October 28^th Release Notes, this next bit of information should not shock you. The switch date for the CIDR expansion has been pushed back until December 7^th. If this information comes as a surprise to you, I highly recommend that you check out the following announcement from the Resource Center. There is a lot of useful info and tools in there that will help you understand if you will be impacted and what you can do before the switch date.

#JasonsTopPicks

#BetaUpdate
#Unsure/Other

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------

Hi Jason,

Huge thanks to all of the team for delivering these great features! My favourite feature is the multi-contextual panel, which allows clients to tailor their workspace based on their needs.I just have one piece of feedback for you, and it is simply my opinion based on our customers' demands.

We have a CRM integration as an interaction widget that displays the caller's order page, and the agents perform actions on this page during the interaction, therefore they must focus on this custom client application the majority of the time.

If we hide the main interaction side on the left of the multi-contextual panel and just leave the interaction widget app visible, the zone in red frame in the screenshot below remains visible without the ability to hide it. I understand that is a placeholder zone to indicate that usable tools can be placed in that area of the screen. However, in our instance, we do not want to place any other tool over there, which makes that zone useless and wastes available space while also preventing us from making our client application full width. So I believe it would be fantastic if there was a way to hide the non-functional zone that will allow us to make the visible panel (crm in my case) to be fullscreen.

------------------------------
Orhun Sahin
Software Development Engineer

Original Message:
Sent: 11-07-2024 09:44
From: Jason Kleitz
Subject: Jason's Top Picks for October 2024

It's scary how many new releases that we had in the month of October. In the last four weeks, we've had so many new releases that I had such a hard time choosing my favorites. Never fear, I sat down and dug through them all and picked out the features that I enjoyed the ghost… I mean most!

How Did We Do?

Imagine if you will… You've been on the phone with a customer service rep for the past half hour because you have a super complicated issue that needs to be taken care of. The rep that you have been working with was super knowledgeable but even this scenario was a bit of a puzzle for them. However, you were in good hands and the rep was amazing and took care of your issue. You thank them over and over but there's no way for you to leave feedback on the amazing service that you just experienced when the interaction has ended. Sounds like a nightmare scenario!

Well fret no more. A few weeks ago, we rolled out a new update for voice surveys after customer interactions. Instead of needing to transfer the call to an IVR for a survey, you can now gather feedback from the customers that remain on the line. It's frighteningly easy to set up a voice survey flow with our built-in multiple choice or even yes/no slot types!

If you're shocked that you haven't set this up in your org yet, be sure to take a look at this article from our Resource Center on how to set this up for your customers!

Genesys Cloud Virtual Agent is Here!

You've asked for it and now it's finally here, so don't be afraid that there is a ghost in the machine when you see the auto-generated interaction summaries, it's just the Genesys Cloud Virtual Agent! This new Virtual Agent will help enhance your existing Genesys bot functionality and will help generate summaries of interactions, transfer information to live agents, generate summaries and wrap-up codes after interactions have completed, and so much more!

I've been told that future releases will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent. Keep an eye out on our upcoming Release Notes for more information! If you'd like to learn more, I would recommend that you check out this Resource Center article to help get started.

New UI 4 U

For my last pick from October, I am h-excited to share that we are knocking the cobwebs off of the current look and feel of Genesys Cloud and are rolling out a new look for our UI! Our dev team has been working like someone possessed to release a new way for agents and supervisors to interact with the Genesys Cloud UI. With the introduction of Multi Contextual Panels, agents and supervisors can improve agent efficiency by reducing the number of clicks needed to accomplish day to day tasks. 

There are a ton of cool new features packed into this new update so I highly recommend watching this short video. Be sure to enable this new UI layout for your agents by giving them the Agent UI > Multi-panel Experience > All permission. Once the agents have been granted that permission, they can opt into try our the new UI experience. If you have still have questions or feedback, we also have a brand new community dedicated to this feature so hop on over and check out this great post to found out howl you can get you started!

Honorable Mentions

If you've been lurking around the community and saw my last post about the October 28^th Release Notes, this next bit of information should not shock you. The switch date for the CIDR expansion has been pushed back until December 7^th. If this information comes as a surprise to you, I highly recommend that you check out the following announcement from the Resource Center. There is a lot of useful info and tools in there that will help you understand if you will be impacted and what you can do before the switch date.

#JasonsTopPicks

#BetaUpdate
#Unsure/Other

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------