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In this video @Santosh Bhandari shows us dynamic time zone settings in workspaces and views. Genesys Cloud now enables users to set time zones at both workspace and view levels. This feature empowers users to create, save, and export identical reports for different time zones. Read more:...
20240415_FeatureReview_CX_Analytics_Dynamic time zone settings in workspaces and views_SB.mp4
In this video @Stalin Singh showcases how the leaderboard view is disabled for organizations with disabled gamification. The leaderboards view is now disabled entirely for any organization that has disabled gamification. Instead of displaying an empty leaderboards view, it is now entirely...
20240401_FeatureReview_EX_Gamification & Performance Management_Leaderboard view disabled for organizations_SS.mp4
In this video I discuss the inbound and outbound filter for gamification metrics Administrators and supervisors can now setup gamification metrics so that they only account for inbound or outbound interactions. By default, and for existing gamification metrics, Genesys Cloud considers both...
20240325_FeatureReview_EX_Gamification & Performance Management_Inbound & outbound filter for gamification_RH.mp4
In this video @Takakiyo Ikari talks about the new enhancements that have been released to the Audit Viewer. Administrators can now narrow a search to specific audit events via the improved Audit Viewer, which includes more filter and search parameters. The enhancements include...
20240325_FeatureReview_CX_Security, Privacy & Compliance_AuditViewerFilterEnhancement_TI.mp4.mp4
In this video @Rebecca Harper talks about the new functionality to enable and disable email threading Administrators can now enable or disable email threading and define the length of time to thread email conversations after the most recent interaction, up to 30 days....
20240318_FeatureReview_DX_Digital_Enable and disable email threading_RH.mp4
In this video @Fegy Simon talks about Search for a knowledge base article by ID in Architect Flow authors can now use the new Find "KnowledgeBaseDocument" by ID function in Architect for Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows to look up a knowledge base...
20240131Search for a knowledge base article by ID in Architect_FS.mp4
In this video @Krishneel Mani discusses how to remove users from Collaborate chat rooms. Administrators can now remove users from chat rooms if the users belong to a group that the administrators own. After removal, users cannot see the chat group or access messages from the chat group. ...
20240311_FeatureReview_CX_RemoveUserFromCollaborateChat_KM.mp4.mp4
In this video @Jayaraman Krishnamurthy discusses the enhancement of inactivity timeout in embedded clients. Agents can now experience improved logout functionality with system enhancements focused on automated logout or token revocation. For more information, see Set an automatic...
20240124_FeatureReview_CX_Inactivity timeout in embedded clients enhancement_JK.mp4
In this video @Phil Gyue Sun talks about how to update agent preferred name via public API. Administrators can now use the public API to update agent preferred name in Person Details. This update streamlines the enablement and workflow of automation. For more information, see Users API ....
20240131_FeatureReview_CX_Unified Communication & Collaboration_Agent preferred name Admin updates_PS.mp4
In this video @Fegy Simon talks about how to e nable and/ or disable evaluation and survey data in the Interactions and My Interactions views Supervisors and managers can now use permissions to grant or deny agent evaluation and survey data access in the Interactions view and...
20240110_FeatureReview_CX_Permissions for evaluation and survey data access.mp4