Genesys Cloud - Main

Hi Everyone! 

Over the last few weeks, we put a poll up in the Genesys Cloud and Trivia Tower communities asking YOU to vote for the topics you'd like to see next on the Genesys Cloud Q&A Show episodes! There were two topics that were really close: "Agent Assist" and "Outbound Email/SMS campaigns." 

As you can see, the top pick was AGENT ASSIST, so we've got you covered on the latest episode of the Q&A Show with Pro Services expert @George Ganahl! If you voted for Outbound Email, good news! We've decided to cover that topic on the next episode of the Q&A Show, which will drop in about 3 weeks from now. Thank you all for voting in that poll - it really helps us create content that you want to learn more about. 

Now more about the episode:

You'll love the new features George goes over - he shows some cool tricks with Agent Assist Text and Voice. Then our Pro Services team answers some tough questions in the community regarding Architect flow in regards to holiday routing, adding/editing preferred person details, and finally, adding intents and expressions. So much great content, you don't want to miss it! 

Chapter markers: 

Thanks for watching and we can't wait to to hear your thoughts in the comments below! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Original Message:
Sent: 02-15-2024 11:38
From: Nicole Milliken
Subject: New Q&A Show covers the topic you voted for: Agent Assist!

Hi Everyone! 

Over the last few weeks, we put a poll up in the Genesys Cloud and Trivia Tower communities asking YOU to vote for the topics you'd like to see next on the Genesys Cloud Q&A Show episodes! There were two topics that were really close: "Agent Assist" and "Outbound Email/SMS campaigns." 

As you can see, the top pick was AGENT ASSIST, so we've got you covered on the latest episode of the Q&A Show with Pro Services expert @George Ganahl! If you voted for Outbound Email, good news! We've decided to cover that topic on the next episode of the Q&A Show, which will drop in about 3 weeks from now. Thank you all for voting in that poll - it really helps us create content that you want to learn more about. 

Now more about the episode:

You'll love the new features George goes over - he shows some cool tricks with Agent Assist Text and Voice. Then our Pro Services team answers some tough questions in the community regarding Architect flow in regards to holiday routing, adding/editing preferred person details, and finally, adding intents and expressions. So much great content, you don't want to miss it! 

Chapter markers: 

Thanks for watching and we can't wait to to hear your thoughts in the comments below! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Original Message:
Sent: 02-15-2024 11:38
From: Nicole Milliken
Subject: New Q&A Show covers the topic you voted for: Agent Assist!

Hi Everyone! 

Over the last few weeks, we put a poll up in the Genesys Cloud and Trivia Tower communities asking YOU to vote for the topics you'd like to see next on the Genesys Cloud Q&A Show episodes! There were two topics that were really close: "Agent Assist" and "Outbound Email/SMS campaigns." 

As you can see, the top pick was AGENT ASSIST, so we've got you covered on the latest episode of the Q&A Show with Pro Services expert @George Ganahl! If you voted for Outbound Email, good news! We've decided to cover that topic on the next episode of the Q&A Show, which will drop in about 3 weeks from now. Thank you all for voting in that poll - it really helps us create content that you want to learn more about. 

Now more about the episode:

You'll love the new features George goes over - he shows some cool tricks with Agent Assist Text and Voice. Then our Pro Services team answers some tough questions in the community regarding Architect flow in regards to holiday routing, adding/editing preferred person details, and finally, adding intents and expressions. So much great content, you don't want to miss it! 

Chapter markers: 

Thanks for watching and we can't wait to to hear your thoughts in the comments below! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Original Message:
Sent: 02-15-2024 11:38
From: Nicole Milliken
Subject: New Q&A Show covers the topic you voted for: Agent Assist!

Hi Everyone! 

Over the last few weeks, we put a poll up in the Genesys Cloud and Trivia Tower communities asking YOU to vote for the topics you'd like to see next on the Genesys Cloud Q&A Show episodes! There were two topics that were really close: "Agent Assist" and "Outbound Email/SMS campaigns." 

As you can see, the top pick was AGENT ASSIST, so we've got you covered on the latest episode of the Q&A Show with Pro Services expert @George Ganahl! If you voted for Outbound Email, good news! We've decided to cover that topic on the next episode of the Q&A Show, which will drop in about 3 weeks from now. Thank you all for voting in that poll - it really helps us create content that you want to learn more about. 

Now more about the episode:

You'll love the new features George goes over - he shows some cool tricks with Agent Assist Text and Voice. Then our Pro Services team answers some tough questions in the community regarding Architect flow in regards to holiday routing, adding/editing preferred person details, and finally, adding intents and expressions. So much great content, you don't want to miss it! 

Chapter markers: 

Thanks for watching and we can't wait to to hear your thoughts in the comments below! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------

Note that Auto-Summarization is not yet GA for Voice...

As you mentioned, you need to assign the assistant to a queue (which presumes you have the proper licensing and the assistant shows the Voice and Digital options in the drop-down).

You do not need to enable Transcription on the queue.

You might want to enable Low Latency Transcription in the Speech and Text Analytics settings if you want to capture the notifications sent via WebSockets or EventBridge for what Agent Assist is showing in the Transcript field in the client.

No involvement of Recording Policies.

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Original Message:
Sent: 02-15-2024 11:38
From: Nicole Milliken
Subject: New Q&A Show covers the topic you voted for: Agent Assist!

Hi Everyone! 

Over the last few weeks, we put a poll up in the Genesys Cloud and Trivia Tower communities asking YOU to vote for the topics you'd like to see next on the Genesys Cloud Q&A Show episodes! There were two topics that were really close: "Agent Assist" and "Outbound Email/SMS campaigns." 

As you can see, the top pick was AGENT ASSIST, so we've got you covered on the latest episode of the Q&A Show with Pro Services expert @George Ganahl! If you voted for Outbound Email, good news! We've decided to cover that topic on the next episode of the Q&A Show, which will drop in about 3 weeks from now. Thank you all for voting in that poll - it really helps us create content that you want to learn more about. 

Now more about the episode:

You'll love the new features George goes over - he shows some cool tricks with Agent Assist Text and Voice. Then our Pro Services team answers some tough questions in the community regarding Architect flow in regards to holiday routing, adding/editing preferred person details, and finally, adding intents and expressions. So much great content, you don't want to miss it! 

Chapter markers: 

Thanks for watching and we can't wait to to hear your thoughts in the comments below! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------

Any plans to support Agent Assist features for customers using local edges?

Note that Auto-Summarization is not yet GA for Voice...

As you mentioned, you need to assign the assistant to a queue (which presumes you have the proper licensing and the assistant shows the Voice and Digital options in the drop-down).

You do not need to enable Transcription on the queue.

You might want to enable Low Latency Transcription in the Speech and Text Analytics settings if you want to capture the notifications sent via WebSockets or EventBridge for what Agent Assist is showing in the Transcript field in the client.

No involvement of Recording Policies.

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Original Message:
Sent: 02-15-2024 11:38
From: Nicole Milliken
Subject: New Q&A Show covers the topic you voted for: Agent Assist!

Hi Everyone! 

Over the last few weeks, we put a poll up in the Genesys Cloud and Trivia Tower communities asking YOU to vote for the topics you'd like to see next on the Genesys Cloud Q&A Show episodes! There were two topics that were really close: "Agent Assist" and "Outbound Email/SMS campaigns." 

As you can see, the top pick was AGENT ASSIST, so we've got you covered on the latest episode of the Q&A Show with Pro Services expert @George Ganahl! If you voted for Outbound Email, good news! We've decided to cover that topic on the next episode of the Q&A Show, which will drop in about 3 weeks from now. Thank you all for voting in that poll - it really helps us create content that you want to learn more about. 

Now more about the episode:

You'll love the new features George goes over - he shows some cool tricks with Agent Assist Text and Voice. Then our Pro Services team answers some tough questions in the community regarding Architect flow in regards to holiday routing, adding/editing preferred person details, and finally, adding intents and expressions. So much great content, you don't want to miss it! 

Chapter markers: 

Thanks for watching and we can't wait to to hear your thoughts in the comments below! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------

No. Premises edges keep everything local until the call ends, and they are not going to put effort toward re-designing how they work. All emphasis is on pushing folks toward the cloud these days.

Any plans to support Agent Assist features for customers using local edges?

Note that Auto-Summarization is not yet GA for Voice...

As you mentioned, you need to assign the assistant to a queue (which presumes you have the proper licensing and the assistant shows the Voice and Digital options in the drop-down).

You do not need to enable Transcription on the queue.

You might want to enable Low Latency Transcription in the Speech and Text Analytics settings if you want to capture the notifications sent via WebSockets or EventBridge for what Agent Assist is showing in the Transcript field in the client.

No involvement of Recording Policies.

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Original Message:
Sent: 02-15-2024 11:38
From: Nicole Milliken
Subject: New Q&A Show covers the topic you voted for: Agent Assist!

Hi Everyone! 

Over the last few weeks, we put a poll up in the Genesys Cloud and Trivia Tower communities asking YOU to vote for the topics you'd like to see next on the Genesys Cloud Q&A Show episodes! There were two topics that were really close: "Agent Assist" and "Outbound Email/SMS campaigns." 

As you can see, the top pick was AGENT ASSIST, so we've got you covered on the latest episode of the Q&A Show with Pro Services expert @George Ganahl! If you voted for Outbound Email, good news! We've decided to cover that topic on the next episode of the Q&A Show, which will drop in about 3 weeks from now. Thank you all for voting in that poll - it really helps us create content that you want to learn more about. 

Now more about the episode:

You'll love the new features George goes over - he shows some cool tricks with Agent Assist Text and Voice. Then our Pro Services team answers some tough questions in the community regarding Architect flow in regards to holiday routing, adding/editing preferred person details, and finally, adding intents and expressions. So much great content, you don't want to miss it! 

Chapter markers: 

Thanks for watching and we can't wait to to hear your thoughts in the comments below! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------

No. Premises edges keep everything local until the call ends, and they are not going to put effort toward re-designing how they work. All emphasis is on pushing folks toward the cloud these days.

Any plans to support Agent Assist features for customers using local edges?

Note that Auto-Summarization is not yet GA for Voice...

As you mentioned, you need to assign the assistant to a queue (which presumes you have the proper licensing and the assistant shows the Voice and Digital options in the drop-down).

You do not need to enable Transcription on the queue.

You might want to enable Low Latency Transcription in the Speech and Text Analytics settings if you want to capture the notifications sent via WebSockets or EventBridge for what Agent Assist is showing in the Transcript field in the client.

No involvement of Recording Policies.

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Original Message:
Sent: 02-15-2024 11:38
From: Nicole Milliken
Subject: New Q&A Show covers the topic you voted for: Agent Assist!

Hi Everyone! 

Over the last few weeks, we put a poll up in the Genesys Cloud and Trivia Tower communities asking YOU to vote for the topics you'd like to see next on the Genesys Cloud Q&A Show episodes! There were two topics that were really close: "Agent Assist" and "Outbound Email/SMS campaigns." 

As you can see, the top pick was AGENT ASSIST, so we've got you covered on the latest episode of the Q&A Show with Pro Services expert @George Ganahl! If you voted for Outbound Email, good news! We've decided to cover that topic on the next episode of the Q&A Show, which will drop in about 3 weeks from now. Thank you all for voting in that poll - it really helps us create content that you want to learn more about. 

Now more about the episode:

You'll love the new features George goes over - he shows some cool tricks with Agent Assist Text and Voice. Then our Pro Services team answers some tough questions in the community regarding Architect flow in regards to holiday routing, adding/editing preferred person details, and finally, adding intents and expressions. So much great content, you don't want to miss it! 

Chapter markers: 

Thanks for watching and we can't wait to to hear your thoughts in the comments below! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------

Any plans to support Agent Assist features for customers using local edges?

Note that Auto-Summarization is not yet GA for Voice...

As you mentioned, you need to assign the assistant to a queue (which presumes you have the proper licensing and the assistant shows the Voice and Digital options in the drop-down).

You do not need to enable Transcription on the queue.

You might want to enable Low Latency Transcription in the Speech and Text Analytics settings if you want to capture the notifications sent via WebSockets or EventBridge for what Agent Assist is showing in the Transcript field in the client.

No involvement of Recording Policies.

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Original Message:
Sent: 02-15-2024 11:38
From: Nicole Milliken
Subject: New Q&A Show covers the topic you voted for: Agent Assist!

Hi Everyone! 

Over the last few weeks, we put a poll up in the Genesys Cloud and Trivia Tower communities asking YOU to vote for the topics you'd like to see next on the Genesys Cloud Q&A Show episodes! There were two topics that were really close: "Agent Assist" and "Outbound Email/SMS campaigns." 

As you can see, the top pick was AGENT ASSIST, so we've got you covered on the latest episode of the Q&A Show with Pro Services expert @George Ganahl! If you voted for Outbound Email, good news! We've decided to cover that topic on the next episode of the Q&A Show, which will drop in about 3 weeks from now. Thank you all for voting in that poll - it really helps us create content that you want to learn more about. 

Now more about the episode:

You'll love the new features George goes over - he shows some cool tricks with Agent Assist Text and Voice. Then our Pro Services team answers some tough questions in the community regarding Architect flow in regards to holiday routing, adding/editing preferred person details, and finally, adding intents and expressions. So much great content, you don't want to miss it! 

Chapter markers: 

Thanks for watching and we can't wait to to hear your thoughts in the comments below! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Original Message:
Sent: 02-15-2024 11:38
From: Nicole Milliken
Subject: New Q&A Show covers the topic you voted for: Agent Assist!

Hi Everyone! 

Over the last few weeks, we put a poll up in the Genesys Cloud and Trivia Tower communities asking YOU to vote for the topics you'd like to see next on the Genesys Cloud Q&A Show episodes! There were two topics that were really close: "Agent Assist" and "Outbound Email/SMS campaigns." 

As you can see, the top pick was AGENT ASSIST, so we've got you covered on the latest episode of the Q&A Show with Pro Services expert @George Ganahl! If you voted for Outbound Email, good news! We've decided to cover that topic on the next episode of the Q&A Show, which will drop in about 3 weeks from now. Thank you all for voting in that poll - it really helps us create content that you want to learn more about. 

Now more about the episode:

You'll love the new features George goes over - he shows some cool tricks with Agent Assist Text and Voice. Then our Pro Services team answers some tough questions in the community regarding Architect flow in regards to holiday routing, adding/editing preferred person details, and finally, adding intents and expressions. So much great content, you don't want to miss it! 

Chapter markers: 

Thanks for watching and we can't wait to to hear your thoughts in the comments below! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------

Dev says having three turns prior to auto-summarization works consistently.

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Original Message:
Sent: 02-15-2024 11:38
From: Nicole Milliken
Subject: New Q&A Show covers the topic you voted for: Agent Assist!

Hi Everyone! 

Over the last few weeks, we put a poll up in the Genesys Cloud and Trivia Tower communities asking YOU to vote for the topics you'd like to see next on the Genesys Cloud Q&A Show episodes! There were two topics that were really close: "Agent Assist" and "Outbound Email/SMS campaigns." 

As you can see, the top pick was AGENT ASSIST, so we've got you covered on the latest episode of the Q&A Show with Pro Services expert @George Ganahl! If you voted for Outbound Email, good news! We've decided to cover that topic on the next episode of the Q&A Show, which will drop in about 3 weeks from now. Thank you all for voting in that poll - it really helps us create content that you want to learn more about. 

Now more about the episode:

You'll love the new features George goes over - he shows some cool tricks with Agent Assist Text and Voice. Then our Pro Services team answers some tough questions in the community regarding Architect flow in regards to holiday routing, adding/editing preferred person details, and finally, adding intents and expressions. So much great content, you don't want to miss it! 

Chapter markers: 

Thanks for watching and we can't wait to to hear your thoughts in the comments below! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------