Search

Discussion Thread 1

CSAT Post-Flow Triggered Even When No Agent Answers

Discussion Thread 1

SCV : VoiceCall Fields Incorrectly Populated for Inbound Calls

Library Entry

Genesys Summarization Connector for Agent Copilot interaction summaries

In this video, @Guru Prasadh Jeevan Rao and @Ankur Bhalotia discusses a new feature "Genesys Summarization Connector for Agent Copilot interaction summaries" Administrators can use the new Genesys Summarization Connector to integrate third-party large language models (LLM) with AI Studio...

Library Entry

New PATCH API endpoint for external contacts

In this video, @Mark Bernardo discusses a new feature "New PATCH API endpoint for external contacts" Administrators can now use the PATCH API endpoint to partially update external contact records in the Genesys Cloud Customer Profile. This enhancement allows integrations and internal...

Library Entry

Average alert time metric for Gamification Profiles

In this video, @Christopher Visick discusses a new feature "Average alert time metric for Gamification Profiles". Administrators can now add an average alert time metric to agent scorecards in gamification profiles. This metric measures how long an interaction rings for an agent before they...

Discussion Thread 1

Orchestrator Login

Library Entry

Introducing Channel Insights dashboard

In this video, @Yu Tan disusses a new feature "Introducing Channel Insights dashboard" Supervisors can now use the Channel Insights dashboard to view cross-channel adoption and performance metrics for voice, digital messaging, email, and chat in a single place. The dashboard provides time...

Discussion Thread 1

Does Mobile Messenger support step up Authentication?

Discussion Thread 2

Should I invest time in learning Archy?

Discussion Thread 3

Customer First CB - Offered Count