In this video, @Guru Prasadh Jeevan Rao discusses a new feature "LAM-powered Agentic Virtual Agents in AI Studio". AI Studio now supports creating and managing Large Action Model (LAM)–powered Agentic Virtual Agents, which can be deployed in Architect-enabled flows. These agents use configured tools ...

View evaluation scores in the interaction detail quality summary

Posted By Guru Prasadh Jeevan Rao 04-09-2026 22:41
Found In Library: Genesys Cloud - Main

In this video, @Christopher Visick discusses a new feature "View evaluation scores in the interaction detail quality summary" Administrators can now see evaluation type, score, critical score, and evaluated agent directly in the Quality summary table in the interaction detail view. This change reduces ...

Journey management insights with survey events and virtual agent filters

Posted By Guru Prasadh Jeevan Rao 04-09-2026 22:37
Found In Library: Genesys Cloud - Main

In this video, @Brian Feeney discusses a new feature "Journey management insights with survey events and virtual agent filters" Administrators can now use additional Genesys Cloud data in Journey Management to build more precise journey analyses and charts. Journey Management ingests new survey ...

Communication & Collaboration AppEnhancements

Posted By Guru Prasadh Jeevan Rao 04-09-2026 22:30
Found In Library: Genesys Cloud - Main

In this video, @Takakiyo Ikari discusses a new feature "Communication & Collaboration AppEnhancements" Administrators can now enable Communicate mobile app users on iOS and Android to receive inbound ACD voice interactions, including transfers and directly routed contact center calls. Users ...

Genesys Summarization Connector for Agent Copilot interaction summaries

Posted By Guru Prasadh Jeevan Rao 04-08-2026 22:58
Found In Library: Genesys Cloud - Main

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 and configure ...

New PATCH API endpoint for external contacts

Posted By Guru Prasadh Jeevan Rao 04-08-2026 22:54
Found In Library: Genesys Cloud - Main

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 services to ...

Average alert time metric for Gamification Profiles

Posted By Guru Prasadh Jeevan Rao 04-08-2026 22:52
Found In Library: Genesys Cloud - Main

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 accept ...

Introducing Channel Insights dashboard

Posted By Guru Prasadh Jeevan Rao 04-08-2026 22:48
Found In Library: Genesys Cloud - Main

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-based ...

Set default multi-factor authentication (MFA) device for multi-device users

Posted By Guru Prasadh Jeevan Rao 03-30-2026 01:46
Found In Library: Genesys Cloud - Main

In this video, @Hiroyuki Sato discusses a new feature "Set default multi-factor authentication (MFA) device for multi-device users" Genesys Cloud can now allow users who register multiple MFA devices to choose which device Genesys Cloud uses first during login. This enhancement gives users more ...

API to List Past Recognitions

Posted By Guru Prasadh Jeevan Rao 03-30-2026 01:41
Found In Library: Genesys Cloud - Main

In this video, @Joseph Ian Romero discuss a new feature "API to List Past Recognitions" Genesys Cloud added a new API, GET /api/v2/employeeengagement/recognitions, to enable queries for recognitions that were sent or received in the past by a specific user as well as to globally query all recognitions ...

Configurable audio alert duration for agents

Posted By Guru Prasadh Jeevan Rao 03-30-2026 00:39
Found In Library: Genesys Cloud - Main

In this video, @Joseph Ian Romero discusses a new feature "Configurable audio alert duration for agents" Administrators can now configure how long Genesys Cloud plays the sound that alerts agents to incoming voice and digital interactions in a queue. These settings apply to manual answer and are ...

RE: Win - Using AI sentiment + trend to proactively detect poor customer experiences in Genesys Cloud

Posted By Guru Prasadh Jeevan Rao 03-26-2026 19:20
Found In Egroup: Genesys Cloud - Main \ view thread

Hi Phannendra - Fantastic customization indeed and using Triggers for automation. Congratulations! Great win! ------------------------------ Guru Prasadh Jeevan Rao Principal Technical Account Manager ------------------------------

Agent Copilot knowledge configuration support

Posted By Guru Prasadh Jeevan Rao 03-12-2026 03:14
Found In Library: Genesys Cloud - Main

In this video, @Takakiyo Ikari discusses a new feature "Agent Copilot knowledge configuration support" Administrators can now connect knowledge configurations to Agent Copilot so that agents receive conversational, context-aware AI-generated answers from knowledge sources. This connection helps ...

Set post-call actions for voice calls using public APIs

Posted By Guru Prasadh Jeevan Rao 03-12-2026 03:06
Found In Library: Genesys Cloud - Main

In this video, @Shigeki Sahashi discusses a new feature "Set post-call actions for voice calls using public APIs" Administrators can now connect knowledge configurations to Agent Copilot so that agents receive conversational, context-aware AI-generated answers from knowledge sources. This connection ...

Generate web survey links on demand with an API

Posted By Guru Prasadh Jeevan Rao 02-26-2026 02:27
Found In Library: Genesys Cloud - Main

In this video, @Takakiyo Ikari discusses a new feature "Generate web survey links on demand with an API" Administrators can now use a public API to generate a unique, secure URL for a web survey on demand. This URL can be shared through any digital channel, most notably messaging, to deliver a survey ...

WebRTC phone upgrade opt-in setting and enhanced features

Posted By Guru Prasadh Jeevan Rao 02-26-2026 02:23
Found In Library: Genesys Cloud - Main

In this video, @Shigeki Sahashi discusses a new feature "WebRTC phone upgrade opt-in setting and enhanced features" Administrators can now enable an optional setting in global telephony settings to upgrade WebRTC phones for compatibility with advanced features. When enabled, this setting standardizes ...

Introducing Knowledge Fabric & SharePoint Connector

Posted By Guru Prasadh Jeevan Rao 02-26-2026 01:02
Found In Library: Genesys Cloud - Main

In this video, @Santosh Bhandari discusses a new feature "Introducing Knowledge Fabric" Knowledge Fabric allows administrators to easily connect enterprise knowledge directly at the source, enabling faster, more accurate, and more consistent information delivery across agents, bots, and generative ...

Control agent transfer capabilities via permissions

Posted By Guru Prasadh Jeevan Rao 02-22-2026 05:11
Found In Library: Genesys Cloud - Main

In this video, @Takakiyo Ikari discusses a new feature "Control agent transfer capabilities via permissions " Administrators can now manage an agent’s ability to transfer interactions through permissions. This enhancement provides more granular control over which transfer methods agents may use ...

Summaries for consult transfers for Agent Copilot

Posted By Guru Prasadh Jeevan Rao 02-22-2026 04:58
Found In Library: Genesys Cloud - Main

In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Summaries for consult transfers for Agent Copilot" Administrators can now enable AI-generated summaries for consult transfers in Agent Copilot. This feature ensures that after a consult transfer, both the original agent and the receiving ...

CX Cloud in Salesforce after-call work component

Posted By Guru Prasadh Jeevan Rao 01-29-2026 23:00
Found In Library: Genesys Cloud - Main

In this video, @Santosh Bhandari discusses a new feature "CX Cloud in Salesforce after-call work component" Administrators can now embed the Genesys Cloud after-call work (ACW) component in CX Cloud record pages and in the utility bar. The ACW component displays Agent Copilot suggestions for wrap-up ...

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