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Gaurav Srivastava

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Use ignore lists to refine topic miner suggestions

Posted By Gaurav Srivastava 12-16-2025 18:00
Found In Library: Genesys Cloud - Main
In this video , I talk about using built-in and customizable ignore lists to avoid repeated or irrelevant suggestions from the topic miner. When you use the topic miner in Workforce Engagement Management (WEM), you can exclude topics and phrases that you already acted on—or just don’t need—using ignore ...

Preview guides for virtual agents in AI Studio

Posted By Gaurav Srivastava 12-10-2025 15:21
Found In Library: Genesys Cloud - Main
In this video , @Rebecca Harper talks about how after you create a guide using one of the available options for guide creation, you can add instructions to it or edit the existing instructions on the Instructions tab. Then, you can test your guide using the inbuilt preview widget. The preview widget ...

Harden the Genesys Cloud environment

Posted By Gaurav Srivastava 11-05-2025 06:32
Found In Library: Genesys Cloud - Main
In this video, @Rebecca Harper talks about how Genesys Cloud administrators can strengthen the security posture of their Genesys Cloud environment through effective configuration practices. The guide outlines key security features and best practices available within Genesys Cloud to support environment ...

OAuth Client secret now viewable only at creation or upon new secret request

Posted By Gaurav Srivastava 10-21-2025 23:45
Found In Library: Genesys Cloud - Main
In this video , @Joseph Ian Romero talks about how administrators can now view the client secret at the time of client creation or when a new secret is generated. It will no longer be visible after it has been created. Administrators can copy and store the client secret securely during creation or ...

Conditional group activation based on real time metrics

Posted By Gaurav Srivastava 10-08-2025 01:28
Found In Library: Genesys Cloud - Main
In this video , @Shigeki Sahashi talks about how administrators can now use Conditional Group Activation (CGA) to dynamically activate or deactivate agent groups based on real-time queue metric thresholds. CGA helps expand the available pool of agents for a given queue without negatively affecting ...

WhatsApp outbound campaigns pre- and post-contact triggers

Posted By Gaurav Srivastava 10-08-2025 01:05
Found In Library: Genesys Cloud - Main
In this video , @Rebecca Harper talks about how administrators can now configure pre-contact and post-contact triggers for outbound WhatsApp campaigns. Genesys Cloud emits Kafka events before and after processing each campaign message, allowing Architect workflows to automate tasks such as compliance ...

Configure alerts for Operational Console events

Posted By Gaurav Srivastava 10-08-2025 00:58
Found In Library: Genesys Cloud - Main
In this video , @Joseph Ian Romero talks about how administrators can now configure alerts in Analytics for events that occur in the Operational Console. Configuring alerts improves event monitoring and enables quicker responses to operational issues. Release Notes : https://help.mypurecloud.com ...

Agent script enhancements

Posted By Gaurav Srivastava 09-16-2025 21:25
Found In Library: Genesys Cloud - Main
In this video , @Guru Prasadh Jeevan Rao talks about how script designers can now embed one script page within another, evaluate Boolean expressions with a new custom action, and control component visibility using dynamic expressions. Designers can also style button text, adjusting font size, family, ...

Multiple answer selection in evaluation form questions

Posted By Gaurav Srivastava 09-03-2025 01:28
Found In Library: Genesys Cloud - Main
In this video, @Stalin Singh talks about how administrators can now enable multiple answer selection using the new multi-select question type. This update helps administrators design more accurate and flexible assessments by letting evaluators select more than one response from a predefined list. Previously, ...

Average Speed of Answer in Agent Performance views

Posted By Gaurav Srivastava 08-26-2025 20:27
Found In Library: Genesys Cloud - Main
In this video , @Kumar Sanjeevi talks about how Supervisors can now view the Average Speed of Answer (ASA) in Agent Performance views, including the summary and detail views for voice, messaging, and email. This update gives supervisors an additional metric to help evaluate how quickly agents respond ...

Flow Outcomes and Milestones now available in Journey Management

Posted By Gaurav Srivastava 07-30-2025 17:01
Found In Library: Genesys Cloud - Main
In this video, @Brian Feeney talks about how Journey Management users can now add and analyze Architect flow outcomes and flow milestones directly within Journey Management. These event types appear on the canvas alongside other journey events and support full grouping, filtering, and segmentation ...

AI Insights at a glance

Posted By Gaurav Srivastava 07-23-2025 01:50
Found In Library: Genesys Cloud - Main
In this video , @Kumar Sanjeevi talks about how Genesys Cloud now includes AI-generated summaries that highlight the reason for contact, resolution status, and follow-up action items for each customer interaction. This feature helps supervisors and business analysts quickly understand what happened ...

Architect digital bot flow time picker support

Posted By Gaurav Srivastava 07-17-2025 05:59
Found In Library: Genesys Cloud - Main
In this video , @Rebecca Harper talks about how flow authors can now use custom digital time slot selection in Architect digital bot flows. This feature enables bot authors to present customers with a list of available appointment times during open and web messaging interactions. Flow authors can predefine ...

View average sentiment score across performance views

Posted By Gaurav Srivastava 07-09-2025 07:54
Found In Library: Genesys Cloud - Main
In this video, @Kumar Sanjeevi talks about how administrators can now view the Average Sentiment Score by default in the Agent Performance, Queue Performance, and Flow Performance views. Previously, different views displayed sentiment data using different calculations. Now, all views use the same Average ...

Improved event list organization for enhanced journey building

Posted By Gaurav Srivastava 07-02-2025 18:06
Found In Library: Genesys Cloud - Main
In this video , @Brian Feeney talks about how the new event list allows users to see events in a logical sequence ordering, making it easier for users to drag and drop events in the correct order onto the canvas. This will make journey building more intuitive and faster. Release Notes : https:// ...

Retry configuration for unsuccessful customer first callbacks

Posted By Gaurav Srivastava 07-02-2025 18:03
Found In Library: Genesys Cloud - Main
In this video , @Rebecca Harper describes how administrators can now set retry options for customer first callbacks that are not successful on the first attempt. With retry configuration, administrators can define how many times the system should retry the callback and how long to wait between each ...

Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Posted By Gaurav Srivastava 03-26-2025 02:15
Found In Library: Genesys Cloud - Main
In this video, @Yu Tan talks about how administrators can now enable or disable the on-screen drawing feature in co-browse sessions to align with privacy and compliance requirements. This update provides more granular control over session features. On-screen drawings in co-browse sessions serve as ...

Auto answer for voice interactions on queue settings

Posted By Gaurav Srivastava 03-26-2025 02:06
Found In Library: Genesys Cloud - Main
In this video , @Kumar Sanjeevi talks about how administrators can now configure auto answer settings at the queue level for voice interactions. With this update, administrators can enable auto answer for specific queues, such as outbound campaigns, while keeping it disabled for inbound queues. Previously, ...

Agent Copilot summary analytics access via API

Posted By Gaurav Srivastava 03-18-2025 20:05
Found In Library: Genesys Cloud - Main
In this video , @Guru Prasadh Jeevan Rao talks about Agent Copilot summary analytics access via API. Administrators can now use the Agent Copilot Summary Analytics API to track the number of generated summaries and identify any that failed to generate for Agent Assist and Agent Copilot. This feature ...

User settings page now displays the last login date and time

Posted By Gaurav Srivastava 03-18-2025 20:02
Found In Library: Genesys Cloud - Main
In this video , @Mark Bernardo talks about how User settings page now displays the last login date and time The user settings page now displays the last date and time that a user logged into the application with their authenticated credentials. This feature ensures that administrators can determine ...