In this video, @Brian Feeney discusses a new feature "Analyze segment and web outcome events in Journey Management" Administrators can now include segment and web outcome events from Genesys Predictive Engagement in Journey Management. This enhancement helps analysts understand how customer...
In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Create AI Guides from uploaded process documents" Administrators can now automatically create structured AI Guides by uploading existing process documents. This feature enables organizations to transform standard operating...
In this video, @Santosh Bhandari discusses a new feature "Mute individual Collaborate chat threads on iOS and Android" Collaborate mobile app users can now mute individual chat threads on iOS and Android devices. When a chat is muted, users no longer receive push or in-app notifications...
In this video, @Christopher Visick discusses a new feature "Adherence widget available in the Activity view" Agents can now view their adherence in the new adherence widget within the Activity view. The widget displays each agent’s scheduled, actual, and exception details for the day,...
In this video, @Krishneel Mani discusses a new feature "Workitem appearance configuration" Administrators can now use schema display and custom panel options in work automation to control how workitems appear to agents. Administrators can adjust the order, size, and editability of form...
In this video @Guru Prasadh Jeevan Rao talks about the new functionality whereby we can Configure virtual agents to generate answers from multiple sources Knowledge authors can now configure knowledge bases to generate dynamic, intelligent answers from more than one relevant...
In this video @Christopher Visick talks about the new Team schedule view for agents within WEM and WFM Agents can now view their colleagues’ schedules in a read-only Team Schedule view. This feature helps agents see who they are working with, who is scheduled after their shift,...
In this video, @Guru Prasadh Jeevan Rao discusses AI summaries for the agent side of a conversation Administrators can now enable AI-generated summaries that highlight the specific actions taken by each human and virtual agent in a conversation. This feature helps business analysts quickly...
In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Display checklists through Agent Copilot during interactions" Administrators can now configure Agent Copilot to display checklists of up to seven items during customer interactions. The checklist can appear at the start of an...
In this video, @Rebecca Harper discusses a new feature "Auto-assign Agent Copilot to licensed queue members" Administrators can now enable auto-assignment for Agent Copilot and Agent Assist on queues. When auto-assignment is turned on, the system automatically assigns Agent Copilot to both...
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