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In this video @Brian Feeney talks about Touchpoint variations for knowledge workbench articles. Knowledge authors can now use touchpoint variations on individual knowledge base articles to customize content in an article for bots, Agent Assist, Support Center, and the Knowledge App for...
20230712_FeatureReview_DX_Digital_TouchpointVariations_KnowledgeWorkbench_BF.mp4
In this video, Guru discusses the new feature - Introduction of OAuth 2.0 for custom SMTP integration Organizations that use a custom SMTP integration to send email can now use OAuth 2.0 to authenticate. Administrators can choose between basic authentication and OAuth 2.0 when they activate...
20230426_FeatureReview_DX_Digital_Introduction of OAuth 2.0 for custom SMTP integration_GP.mp4
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In this video, Rebecca discusses the new feature - Generative AI to summarize agent digital interactions Genesys Agent Assist provides generative AI to summarize agents digital interaction with customers. Agents can reduce ACW by using this summary during wrap-up. This feature uses generative...
20230426_FeatureReview_DX_AI_Generative AI to summarize agent digital interactions_RH.mp4
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In this video, Guru discusses a new feature - Delete a knowledge base. Knowledge authors can now delete a knowledge base that they no longer need. This feature enables knowledge authors to more easily maintain their knowledge bases. For more information, see Delete a knowledge base . This...
FeatureReview_DX_Artificial Intelligence_Delete a Knowledge Base_GP_20230322.mp4
In this video Brian discusses about the new feature - Introducing homescreen configuration for Messenger Administrators can now enable the Homescreen for Messenger configurations. Homescreen allows advanced Messenger branding and configuration, including logos, headings, and knowledge...
FeatureReview_DX_Digital Web & Mobile Messaging_Introducing homescreen configuration for Messenger_BF_20230301.mp4
In this video Brian talks about Automatic Knowledge Surfacing for Agent Assist. Agents can now use automatic knowledge surfacing in the Genesys Agent Assist panel on the CX and CX digital agent workspaces. Automatic knowledge surfacing offers agents knowledge articles in real time based on a...
FeatureReview_DX_Agent Assistance_Automatic Knowledge Surfing_BF_20230208.mp4