A place to ask questions, connect with others, and stay in the know
In this video, Brian discusses a new feature "Improved Messenger UI color contrast patterns". Users can now use enhanced button selector visibility to experience improved keyboard tabbing navigation in Messenger. Also, Messenger now provides upgraded color contrast patterns for specific...
20231108_FeatureReview_DX_Digital Web & Mobile Messaging_ImprovedMessengerUIColorContrastPatterns_BF.mp4
In this video @Joseph Ian Romero reviews the feature workflow trigger automation in Architect. Flow authors can now create and manage trigger automation in Architect workflows. This feature enables flow authors to direct Genesys Cloud to take a specific action when a certain event occurs....
20230913_FeatureReview_CX_Open Platform_Triggers UI_JR.mp4
In this video @Joseph Ian Romero talks about the feature to create in-app toast notification alert rules. Supervisors can now set in-app toast notification alerts for users with alerting permissions. For more information, see Create an alert rule . https://help.mypurecloud.com...
20231025_FeatureReview_CX_Analytics_In-App Toast Notification Alert Rule_JR.mp4
In this video @Takakiyo Ikari reviews the improvements to the messenger co-browse toolbar. Customers can now use the new co-browse toolbar to perform drag and drop functionalities. Agents can also use the co-browse toolbar to request that the customer navigate to an agent-chosen URL. For...
20231018_FeatureReview_DX_Digital Web & Mobile Messaging_Co-browse Toolbar Improvements_TI.mp4
In this video, Rebecca discusses two new features, "Division-aware configuration objects default to all divisions & Assign divisions to secondary statuses" Division-aware configuration objects default to all divisions Genesys Cloud now assigns new configuration objects to All divisions...
20231018_FeatureReview_Account Management_All Division and Divisions for Secondary Status_RH.mp4
In this video, Brian discusses a new feature "Internal article references as hyperlinks in other knowledge articles" Knowledge authors can now add internal, published articles as hyperlinks in other articles within the same knowledge base. This feature enables customers who use knowledge...
20231011_FeatureReview_DX_Digital_KnowledgeHyperlinks_BF.mp4
In this video, Joseph discusses about new feature "Inbound call handling site for BYOC Cloud trunks" Telephony administrators can now use a new BYOC Cloud trunks setting for inbound call handling. This setting ensures a consistent dial plan evaluation, especially in ambiguous scenarios, like...
20230920_FeatureReview_CX_Telecom_Inbound Call Handling Site for BYOC-C Trunks_JR.mp4
In this video @Phil Gyue Sun talks us through the feature Architect voice flow access to inbound headers on BYOC Cloud calls. Flow authors can now use Architect’s Get SIP Headers and Get Raw SIP Headers actions to access inbound headers on BYOC Cloud calls in voice flows and pass the SIP...
20231025_FeatureReview_CX_Inbound_Get SIP Headers action_PS.mp4
In this video @Ludovic Callebaut talks about the feature to add media to an Outbound SMS campaign. Administrators can now use MMS in SMS campaigns. This feature enables outbound administrators to include media with text in the Campaign SMS Template in Canned Responses and then run an SMS...
20231025_CX_Outbound_Support MMS in Outbound SMS Campaigns_LC.mp4
In this video Yu Heng talks about the new analytics dashboard metrics, Supervisors can now create dashboards with new metrics for Queue, Agent, Wrap-up Codes, Flow, and Flow Outcome performance dashboards. For more information, see Available metrics in Add and edit Performance Dashboards ....
20231025_Additional Metrics available in Analytics dashboards_YH.mp4