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Ih this video @Yu Tan (Yu Heng) talks about data masking capabilities in analytics. Administrators can now use data masking options to mask and unmask PII-related data within Analytics Workspace views. This feature allows administrators to control who can see unmasked phone numbers and...
20240422_FeatureReview_CX_Analytics and Data Masking.mp4
In this video @Santosh Bhandari and I discuss ways Agents, using Genesys Cloud in SFDC, can leverage Gensys Cloud Agent Assist. In one of the processes, to use iFrame to embed AA in the SF page, Santosh uses a visualforce page code snippet. This is the sample he used: <apex:page >...
Genesys Agent Assist for Saleforce.mp4
In this video @Gaurav Srivastava talks about the Improved utterance confusion resolution in Architect bot flows and digital bot flows Genesys Cloud improved the ability to resolve conflicts between utterances in Architect bot flows and digital bot flows. A new Resolve Conflict...
20240415_FeatureReview_CX_Improved utterance confusion resolution_GS.mp4
In this video, @Guru Prasadh Jeevan Rao and I talk about how to control knowledge behavior from start to finish in Architect digital bot flows. Advanced flow authors can now create and designate a reusable task that runs immediately after the bot finds a match to one or more knowledge...
20242904_FeatureReview_DX_Digital_Control knowledge behavior from start to finish in Architect digital bot flows_RH GP.mp4
In this video @Guru Prasadh Jeevan Rao talks about how to evaluate schedule groups in Architect bots and digital bots before ACD transfer. Flow authors can now configure flows to evaluate schedule groups before they run the Transfer to ACD action in Architect voice and digital bot flows....
20240429_FeatureReview_CX_Digital_Evaluate schedule groups in Architect bots and digital bots before ACD transfer_GP.mp4
In this video @John Sunder talks about how to improve agent utilization for digital transfers. Genesys Cloud now ensures that digital interactions in a transfer state do not affect an agent's utilization. With this feature, agents can now handle other digital interactions while they wait...
20240415_FeatureReview_DX_Improved agent utilization for digital transfers_JS.mp4
In this video, Hiroyuki discusses the new feature "Push notifications on Collaborate for iOS regardless of presence or status" Users can now select to receive push notifications on Collaborate for iOS regardless of their presence or status. This feature ensures that Collaborate users...
20240408_FeatureReview_CX_Unified Communication & Collaboration_Push notifications on Collaborate for iOS_HS.mp4
In this video, John discusses a new feature "Introducing the Audio Connector integration" Administrators and contact center managers can now use the Audio Connector to stream conversation audio to third-party services and back. Audio Connector enables partners and customers to extend the open...
20240408_FeatureReview_CX_Introducing the Audio Connector integration_JS.mp4
In this video, Kumar discusses the new feature "API for platform limit event alert" Developers can configure platform limit event thresholds alerts, which includes the following limits: token.rate.per.minute, client.credentials.token.rate.per.minute, and org.app.user.rate.per.minute. This...
20240207_FeatureReview_CX_Outer-Limits Alerting_SK_1.mp4