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In this video, @Rebecca Harper discusses a new feature "Reconnect and reply to closed email" Agents can now use the Reconnect conversation icon to reconnect and reply to previously closed email interactions. Users can access the reconnect conversation functionality from the Agents...
In this video, @Guru Prasadh Jeevan Rao discusses new feature "Enhanced dictionary management" Administrators can now manually add words to the dictionary within Genesys Cloud's Speech and Text Analytics feature, which improves the accuracy of transcribed words in voice transcription. Voice...
In this feature, @Krishneel Mani discusses a new feature "Enhanced search capability within skill expression groups" Administrators can now search skill expression groups from the Admin > Directory > Groups page and when they add groups in the Admin > Queue > Members page....
20240401_FeatureReview_CX_SkillExpGrpSearch_KM.mp4
In this video, @Christopher Visick discusses a new feature "Supervisor WEM dashboard" Supervisors can now access a single, centralized, and prioritized view of the information needed to better manage their team and employees. This feature helps supervisors understand where their attention...
20240527_FeatureReview_EX_Gamification & Performance Management_WEM_Supervisor WEM dashboard_CV.mp4
In this video @Santosh Bhandari talks about the new Insights App for iOS. You can download Insights for iOS from the App store. Search for Genesys Cloud Insights. Supervisors can now use the new Insights app for iOS to monitor queues and agents in real time, even while on the go....
20240610_FeatureReview_CX_Unified Communication & Collaboration_Insights app for iOS_SB(1).mp4
In this video, Brian discusses a new feature "File attachments via supported content profile". Agents and users can now send any file type that is supported by Messenger configuration’s supported content profile definition. Some file formats (image, audio, video, and pdf) are also displayed...
20240527_FeatureReview_DX_Web_Messaging_File_Attachments_BF_2.mp4
In this video, Fegy discusses a new feature "Refreshed Predictive Engagement user interface" The refreshed Predictive Engagement user interface offers new color schemes and table layouts to enhance the user experience. This feature does not change existing functionality or navigation. ...
20240311_FeatureReview_CX_Refreshed_GPE_User_Interface_Spark_V3.mp4
In this video, Jay discusses a new feature "Introducing the Nuance Recognizer as a Service integration" Genesys Cloud customers can now capture and interpret information using automated speech recognition (ASR) in transactional IVR applications. Because these applications demand multi-digit...
20240408_FeatureReview_CX_Unified Communication & Collaboration_Grammar based BYOT Nuance Recognizer as a Service.mp4
In this video @Christopher Visick talks about the newly released visual charting for Supervisors. Supervisors can now use additional charting features in the Insights view. These features facilitate an effortless visual comparison between the performance of a chosen group of agents and the...
20240529_FeatureReview_EX_Gamification & Performance Management_Insights visual charting for supervisors_CV.mp4
In this video @Joseph Ian Romero talks about recently enhanced capabilities of Analytics API. Genesys Cloud now dynamically monitors activity for conversations, flows, routing, work teams, and users via the new /api/v2/analytics/*/activity/query endpoints. This feature enhances capabilities...
20240506_FeatureReview_CX_Analytics_Analytics API Enhanced Capabilites_JR.mp4