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Enable or disable Last Agent Routing for digital conversations

Posted By Guru Prasadh Jeevan Rao 12-17-2025 23:54
Found In Library: Genesys Cloud - Main

In this video, @Fegy Simon discusses a new feature "Enable or disable Last Agent Routing for digital conversations" Administrators can now enable or disable Last Agent Routing (LAR) for threaded digital conversations, including emails and messages. When enabling LAR, administrators can choose to ...

Default answers for evaluation forms

Posted By Guru Prasadh Jeevan Rao 12-17-2025 23:40
Found In Library: Genesys Cloud - Main

In this video, @Stalin Singh discusses a new feature "Default answers for evaluation forms" Administrators can now configure evaluation forms so that questions start with either the lowest scoring option or a specific default answer. Setting the lowest scoring option by default helps evaluators ...

Expired callback queue reassignment

Posted By Guru Prasadh Jeevan Rao 12-17-2025 23:32
Found In Library: Genesys Cloud - Main

In this video, @Seok Soo Ko discusses a new feature, Administrators can now configure agent-owned callbacks to return to the original queue when the ownership period expires. This option is available in Queue Settings Callback Agent First Agent Ownership Assign to queue on ownership expiration. With ...

Voice processing prompt for Agentic Virtual Agents

Posted By Guru Prasadh Jeevan Rao 12-12-2025 01:23
Found In Library: Genesys Cloud - Main

In this video, @John Sunder discusses a new feature "Voice processing prompt for Agentic Virtual Agents" Administrators can now configure a voice processing prompt in Agentic Virtual Agents to play audio while the bot generates a response. Bot authors can select a default system prompt or upload ...

Create AI Guides from uploaded process documents

Posted By Guru Prasadh Jeevan Rao 12-12-2025 01:16
Found In Library: Genesys Cloud - Main

In this video, @Santosh Bhandari discusses a new feature "Create AI Guides from uploaded process documents" Administrators can now automatically create structured AI Guides by uploading existing process documents. This feature enables organizations to transform standard operating procedures (SOPs) ...

Rule-based decisions and string list attribute support

Posted By Guru Prasadh Jeevan Rao 12-12-2025 01:12
Found In Library: Genesys Cloud - Main

In this video, @Shigeki Sahashi discusses a new feature "Rule-based decisions and string list attribute support" Administrators can now use rule-based decisions to define, test, and manage business rules that define how to route and handle customer interactions. Rule-based decisions enable administrators ...

Analyze segment and web outcome events in Journey Management

Posted By Guru Prasadh Jeevan Rao 12-08-2025 02:00
Found In Library: Genesys Cloud - Main

In this video, @Brian Feeney discusses a new feature "Analyze segment and web outcome events in Journey Management" Administrators can now include segment and web outcome events from Genesys Predictive Engagement in Journey Management. This enhancement helps analysts understand how customer segments ...

AI Guides model enhancements

Posted By Guru Prasadh Jeevan Rao 12-08-2025 01:56
Found In Library: Genesys Cloud - Main

In this video, @Guru Prasadh Jeevan Rao discusses a new feature "AI Guides model enhancements" Genesys updated the AI Guides feature to introduce a structured approach to building guides and virtual agents, helping improve reliability and consistency while reducing the risk of inaccurate responses. ...

Mute individual Collaborate chat threads on iOS and Android

Posted By Guru Prasadh Jeevan Rao 12-04-2025 01:22
Found In Library: Genesys Cloud - Main

In this video, @Santosh Bhandari discusses a new feature "Mute individual Collaborate chat threads on iOS and Android" Collaborate mobile app users can now mute individual chat threads on iOS and Android devices. When a chat is muted, users no longer receive push or in-app notifications from that ...

Adherence widget available in the Activity view

Posted By Guru Prasadh Jeevan Rao 12-03-2025 22:05
Found In Library: Genesys Cloud - Main

In this video, @Christopher Visick discusses a new feature "Adherence widget available in the Activity view" Agents can now view their adherence in the new adherence widget within the Activity view. The widget displays each agent’s scheduled, actual, and exception details for the day, helping them ...

Workitem appearance configuration

Posted By Guru Prasadh Jeevan Rao 12-03-2025 22:01
Found In Library: Genesys Cloud - Main

In this video, @Krishneel Mani discusses a new feature "Workitem appearance configuration" Administrators can now use schema display and custom panel options in work automation to control how workitems appear to agents. Administrators can adjust the order, size, and editability of form elements, ...

Transfer options for Architect voice and digital bot flows

Posted By Guru Prasadh Jeevan Rao 11-17-2025 01:04
Found In Library: Genesys Cloud - Main

In this video, @John Sunder discusses a new feature "Transfer options for Architect voice and digital bot flows" Flow authors can now configure Transfer to User, Transfer to Number, and Transfer to Group actions in Architect voice bot flows and digital bot flows, in addition to Transfer to ACD. ...

Enhanced Performance dashboards with real-time agent status counts by work team

Posted By Guru Prasadh Jeevan Rao 11-17-2025 01:01
Found In Library: Genesys Cloud - Main

In this video, @Stalin Singh discusses a new feature "Enhanced Performance dashboards with real-time agent status counts by work team" Supervisors can now configure widgets based on work teams and view real-time agent status metrics specific to their teams. This feature enables supervisors to monitor ...

AI summaries for the agent side of a conversation

Posted By Guru Prasadh Jeevan Rao 11-12-2025 17:51
Found In Library: Genesys Cloud - Main

In this video, @Guru Prasadh Jeevan Rao discusses AI summaries for the agent side of a conversation Administrators can now enable AI-generated summaries that highlight the specific actions taken by each human and virtual agent in a conversation. This feature helps business analysts quickly understand ...

Display checklists through Agent Copilot during interactions

Posted By Guru Prasadh Jeevan Rao 11-06-2025 06:26
Found In Library: Genesys Cloud - Main

In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Display checklists through Agent Copilot during interactions" Administrators can now configure Agent Copilot to display checklists of up to seven items during customer interactions. The checklist can appear at the start of an interaction ...

Auto-assign Agent Copilot to licensed queue members

Posted By Guru Prasadh Jeevan Rao 10-31-2025 02:05
Found In Library: Genesys Cloud - Main

In this video, @Rebecca Harper discusses a new feature "Auto-assign Agent Copilot to licensed queue members" Administrators can now enable auto-assignment for Agent Copilot and Agent Assist on queues. When auto-assignment is turned on, the system automatically assigns Agent Copilot to both new and ...

Journey Management Knowledge VirtualAgent Events

Posted By Guru Prasadh Jeevan Rao 10-31-2025 02:00
Found In Library: Genesys Cloud - Main

In this video, @Brian Feeney discusses a new feature "Journey Management Knowledge VirtualAgent Events" Administrators can now add knowledge-related events and updated Virtual Agent events to Journey Management analysis. These events appear on the canvas alongside other journey events, making it ...

Duplicate an event card in Journey Management

Posted By Guru Prasadh Jeevan Rao 10-02-2025 03:02
Found In Library: Genesys Cloud - Main

In this video @Brian Feeney discusses a new feature "Duplicate an event card in Journey Management" Administrators can now duplicate an existing event card on the journey canvas. This feature helps analysts save time by recreating events that are similar to existing ones without starting from scratch. ...

Trigger process automation based on topics, sentiment, or empathy

Posted By Guru Prasadh Jeevan Rao 10-02-2025 02:59
Found In Library: Genesys Cloud - Main

In this video, @Guru Prasadh Jeevan Rao and @Christopher Visick discusses a new feature "Trigger process automation based on topics, sentiment, or empathy" Administrators can now configure process automation to trigger workflows based on speech and text analytics results, including specific topics, ...

Support for mobile push notifications for unread message alerts

Posted By Guru Prasadh Jeevan Rao 09-24-2025 23:44
Found In Library: Genesys Cloud - Main

In this video, @Brian Feeney discusses a new feature "Support for mobile push notifications for unread message alerts" Administrators can now configure push services to notify mobile app users about new messages in existing conversations when they are offline. These notifications help users stay ...

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