Genesys Cloud - UI New Features

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  • 1.  Watch the newest Q&A Show: New Agent Multi-panel Workspace DEMO

    Posted 11-14-2024 10:33

    In this episode, join Genesys Product Leader @Nicholas Robinson and Product Marketer @Allison Castelot to learn about the exciting updates to the agent workspace in Genesys Cloud. You'll see a live look, understand the great benefits users are seeing, and find out how to use the Genesys Community to make your plan to opt-in to the Multi-panel Workspace. If you're looking to save time, this new feature is for you!

    Access the Toolkit for onboarding and other important information about this feature by joining the new Genesys Cloud - New UI Features community. 

    We also have a famous member of the Genesys Community (@Robert Wakefield-Carl) hit a major milestone, and we reveal what Genesys Community Moderator @Jason Kleitz has been working on that benefits you. (*Hint: New Genesys releases). 

    You don't want to miss this jammed-pack episode!

    P.s. Did you know that you can earn GCAP points for watching this episode? Log into your GCAP account and find the challenge under the "Genesys Community" tile to get started.

    Chapters:

    0:00 - 3:22: Intro and Milestone Reveal

    3:23 - 22:58: Demo of new Agent Multi-panel Workspace

    22:59 - 24:06: Jason's Been Up to Something

    24:07 - 31:59: Community Questions

    Resource Links:

    Agent Multi-panel Workspace Community Page:

    https://community.genesys.com/communities/gc-ui-new-features?CommunityKey=f4bf88cc-0f42-4b62-a248-018993248afa

    Agent Multi-panel Workspace Toolkit for Onboarding:

    https://community.genesys.com/communities/community-home1/librarydocuments?communitykey=f4bf88cc-0f42-4b62-a248-018993248afa&LibraryFolderKey=&DefaultView=


    #Community Videos (TAM, QA, etc.)




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    Nicole Milliken
    Senior Online Community Video Specialist
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  • 2.  RE: Watch the newest Q&A Show: New Agent Multi-panel Workspace DEMO

    Posted 6 days ago

    Hello,

    This change can't be rolled out on the 31st of March. It isn't ready yet.

    Has anybody tested what happens when an agent handling a live call consults a group? If the agent in the group hangs up during the consult then the GUI gets stuck for the agent and you can't transfer or consult the call again. The buttons get grayed out for the 1st agent on the customer call, they have to hang up the call and then call the customer back. Its really poor for customer experience



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    Louis Creely
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    Original Message


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