Genesys Cloud - Main

 View Only

Discussion Thread View
Expand all | Collapse all

Voice consult UI improvement and new digital consult and warm transfer feature

  • 1.  Voice consult UI improvement and new digital consult and warm transfer feature

    Posted 04-28-2025 14:14

    Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

    A 2-for-1! 

    Coming soon, we will introduce a digital consultation and warm transfer feature to allow agents working on a customer interaction via messaging to consult with another agent, and perform warm transfer if necessary. While connected, the consultant (Agent #2) will have visibility into the conversation between consulting agent (Agent #1and the customer This new feature is packed with benefits:  

    • Improves first contact resolution by providing consulting agent (Agent #1) real-time assistance from supervisor or knowledge expert (Agent #2) 

    • Enhances agent efficiency by seamlessly transferring interaction to a second agent without needing to spend time establishing context and catching the second agent up on what's already been covered with the customer 

    • Improve customer satisfaction by reducing their effort and providing seamless transition between agents. 

    Now for the bonus! As part of this release, the voice consultation experience of the consultant (Agent 2) will be improved to provide users with consistent experience(!!). The improvement 

    • Give agents a similar experience, whether they're  Agent 1, or Agent 2, or working on voice or digital channels.  

    • Clearly provides the name of consulting agent and duration of consultation 

    • Indicates of which party is on hold during consultation 

    • Gives agents a dedicated set of call controls (Hold and Disconnect) applicable only between consultation parties 

    Initially, this will be available with Multipanel Agent Workspace only. Embedded Framework support is planned for future release.

    Please see Resource Center announcement (Enhanced voice consult experience and new digital warm transfer feature) for preview of the new experiences.


    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface
    #Roadmap/NewFeatures

    ------------------------------
    Rick Phung
    Genesys - Employees
    ------------------------------


  • 2.  RE: Voice consult UI improvement and new digital consult and warm transfer feature
    Best Answer

    Posted 04-29-2025 16:22

    Hey Rick,

    Thank you for that info! Please keep us posted when this is officially scheduled for future release.



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



  • 3.  RE: Voice consult UI improvement and new digital consult and warm transfer feature

    Posted 04-30-2025 10:36
    Edited by Ricky Phung 04-30-2025 10:39

    Absolutely! We're excited about the new digital warm transfer feature and improvements for voice consultation.



    ------------------------------
    Rick Phung
    Genesys - Employees
    ------------------------------



  • 4.  RE: Voice consult UI improvement and new digital consult and warm transfer feature

    Posted 05-08-2025 10:59

    Hi Ricky,

    The voice portion of this appears to have been released with the opt-in removal of the Multi-panel agent workspace this week but not referenced in the release notes.



    ------------------------------
    Richard Chandler
    Connect
    ------------------------------



  • 5.  RE: Voice consult UI improvement and new digital consult and warm transfer feature

    Posted 05-08-2025 13:50

    Hi Richard, Could you share a screenshot of what you're seeing?



    ------------------------------
    Rick Phung
    Genesys - Employees
    ------------------------------



  • 6.  RE: Voice consult UI improvement and new digital consult and warm transfer feature

    Posted 05-08-2025 15:06

    Hi Ricky,

    I've completed some more testing. I believe I was mistaken and the consultant portion has not yet updated.



    ------------------------------
    Richard Chandler
    Connect
    ------------------------------



  • 7.  RE: Voice consult UI improvement and new digital consult and warm transfer feature

    Posted 05-08-2025 16:09

    Thanks for confirming. I was worried for a second there. :)



    ------------------------------
    Rick Phung
    Genesys - Employees
    ------------------------------



  • 8.  RE: Voice consult UI improvement and new digital consult and warm transfer feature

    Posted 14 days ago

    Hi Ricky, would you know if, with this new feature we will be able to gather the consult talk time for both and target agents from API endpoints such as: /api/v2/analytics/conversations/details, /api/v2/analytics/conversations/details/query, /api/v2/conversations/calls/{conversationId}?

    How should this enhancement impact on the responses of API endpoints mentioned above, in scenarios with simple consultations and two-step transfers?

    This question is because a customer has (and uses) this metric in their current Genesys Engage environment (through Info Mart), and we don't have a way to get it in GC.

    Regards,

    Rodrigo Martins



    ------------------------------
    Rodrigo Martins
    Sr. PS Consultant
    ------------------------------



  • 9.  RE: Voice consult UI improvement and new digital consult and warm transfer feature

    Posted 14 days ago

    @Rodrigo Martins Yes, you could get that data from the conversation details either via /api/v2/analytics/conversations/details or /api/v2/analytics/conversations/details/query. You would be able to see the presence of a consult based on the consult metrics we added (nConsult, nConsultTransferred), you would be able to see the agent that initiated the consult (and when that started), you can also see the other agent that is the target of the consult. With that you can extract the talk time whichever way you want it. That's the same as for voice consults. 



    ------------------------------
    Rick Phung
    Genesys - Employees
    ------------------------------



  • 10.  RE: Voice consult UI improvement and new digital consult and warm transfer feature

    Posted 13 days ago

    Excellent Ricky! Would you know when this feature should be available?



    ------------------------------
    Rodrigo Martins
    Sr. PS Consultant
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources