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...
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...
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...
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...
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...
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...
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...
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...
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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...
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...
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