In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode" AVA administrators can now view additional AVA debugging details in Architect Execution History and Replay mode, including ordered tool...
In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Agents can create summaries of interactions on-demand" Agents can now generate a summary of an active interaction by pressing a button in Agent Copilot. The summary is presented in an editable text box, allowing agents to...
In this video, @Stalin Singh discusses a new feature "Genesys Tempo cross-week shift trading" Administrators can now allow agents to trade shifts across different weeks, within the same planning period and schedule, in Genesys Tempo. Previously, Tempo supported shift trades only within the...
In this video, @Krishneel Mani discusses a new feature "Workitem history view" Supervisors and administrators can now view a complete, human-readable history of each workitem directly in Genesys Cloud, including who changed what and when across attributes like status, priority, assignee,...
In this video @Christopher Visick talks about the new WEM feature within WFM called WFM Time Off Assistant AI agent powered by GenesysCloud CoPilot. Supervisors and administrators can now use the WFM Time Off Assistant AI agent to list, approve, and reject pending time off...
In this video @John Sunder talks about the new Bring your own technology (BYOT) ASR engines in Architect bot flows feature Administrators can now integrate third-party automatic speech recognition (ASR) engines into Architect bot flows with the new Bot Transcription Connector...
In this video @Shigeki Sahashi talks about the new functionality available being Snippet recording for ACD calls. Agents can now manually capture a specific portion of an ACD call at any time during their interaction with a customer for compliance or exceptional circumstances....
In this video, @Santosh Bhandari discusses a new feature "CX Cloud media helper alert for failed calls" Administrators can help agents quickly identify when a required media helper is not running in CX Cloud. When Genesys Cloud is configured to require a media helper for WebRTC voice...
In this video, @Brian Feeney discusses a new feature "Journey Management improves support for ad-hoc journey analysis" Administrators can now use an increased out-of-the-box query limit and view a counter for concurrent queries in Journey Management. The query limit has increased from 15 to...
In this video, @Hiroyuki Sato discusses a new feature "Add program filter to phrase testing in Topic Editor" Administrators can now refine phrase testing by applying a program filter to historical interactions. This update allows administrators to align phrase tests with the same programs...
Copyright© 2025 Genesys. All rights reserved. Terms of Use | Privacy Policy