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In this video @Yu Tan talks to us about the improved agent email address handling. Agents can now edit email addresses directly when they compose messages. Genesys Cloud checks email addresses for correct format and highlights invalid ones in red and also recognizes when the maximum allowed...
In this video @Mark Bernardo talks about the new functionality to prevent agents from staying on queue without a selected station Administrators can now remove the Telephony > Phone > Disassociate Self permission from an agent’s role to ensure that agents cannot go on queue...
In this video @Ludovic Callebaut discusses a new feature "Outbound dialing campaign health indicator" Administrators can use the new campaign health indicator to monitor the health of ongoing voice campaigns and take corrective actions as needed. Each campaign now displays a health status,...
In this video @Rebecca Harper discusses a new feature "Expanded Agent Copilot dashboard with enhanced insights" Administrators can now access an expanded Agent Assist dashboard with a new design and more fields to track both Agent Assist and Agent Copilot usage. These enhancements help...
In this video @Hiroyuki Sato has discussed a new feature "Agent Timeline Detail view" Administrators can now use the new Agent Timeline Detail view to provide supervisors with a comprehensive visual representation of the conversations that their agents handle. This feature offers a more...
In this video @Joseph Ian Romero talks about how to trigger process automation from Coaching or Learning state changes. Administrators can now use Coaching or Learning state changes as triggers for process automation in Genesys Cloud. This feature enables automatic responses to specific...
In this video @Stalin Singh shows us how to display external contact names in call history and voicemail inbox. Agents can now see the first and last names of external contacts in their call history and voicemail inbox. This update provides immediate context about previous interactions,...
In this video @Gaurav Srivastava talks about how to filter and search conversations by acoustic metrics and wrap-up codes. Administrators can now find conversations in the Content Search view based on acoustic metrics, such as agent and customer talk times, overtalk instances, and silence...
In this video @Guru Prasadh Jeevan Rao talks about conversation details for agents. Administrators can now use Architect to configure a conversation details panel for agents, which provides them with essential conversation information throughout the entire engagement cycle, before the...
In this video, @Mark Bernardo discusses a new feature "Division assignment for external contacts and external organizations" Administrators and contact center managers can now control access to external contacts and external organizations by assigning them to divisions. This update helps...
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