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In this video @Krishneel Mani takes us through the high-level configuration of Work Automation via a simple use-case we can all relate to. If you haven't watched it yet, and you want to get your head around the Work Automation concepts, please watch the first video on this topic Introducing...
In this video @Krishneel Mani introduces us to the concepts of Work Automation. This is where you will start the work automation journey as we release new feature videos, on this functionality suite, as they arrive. There is a second video that accompanies this one: Introducing Work...
In this video I talk about the real-time WhatsApp message status tracking. Agents can now view real-time WhatsApp message status tracking events, including Sent, Delivered, and Read indicators, for outbound WhatsApp interactions. This feature provides delivery and read receipts with time...
In this video @Fegy Simon discusses a new feature "Content based search for knowledge articles" Knowledge authors can now enable article content search to ensure that the knowledge search service looks for relevant results within the body of the knowledge article, in addition to titles and...
In this video, @Shigeki Sahashi discusses a new feature "Multi contextual panels" Call center admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more...
In this video @Hiroyuki Sato discusses a new feature "Simplified customer firewall requirements" Genesys Cloud now uses Amazon CloudFront URLs to serve content stored in Amazon S3. Customers have the option to update their firewall allowlist to remove Genesys Cloud *.s3 domain entries that...
In this video @Joseph Ian Romero talks about the notification topic for outbound message delivery failures. Developers can now enable a new notification topic that triggers when outbound web messaging messages fail to reach users. This feature helps developers integrate with process...
In this video @Mark Bernardo talks about the telephone resource limits in Admin UI. Administrators can now view telephony resource limits directly in the admin UI. This feature provides visibility into external and phone trunks, sites, phone lines and settings, extension assignments,...
In this video @Stalin Singh talks about how to manually assign work plans with future effective dates. Administrators can now access interval level performance metrics that consistently align between the Intraday Monitoring and Schedule editor views. This feature standardizes performance...
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In this video @Stalin Singh discusses a new feature "Workforce management per minute scheduling granularity" Administrators can now create work plans that reflect per minute start times and durations for shifts and activity codes in schedule generation, rescheduling, and work plan flows....