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In this video, @Takakiyo Ikari talks about the improved Agent Messaging Interface. Genesys Cloud refreshed the agent messaging interface with improvements that provide a more user-friendly experience and a future-ready codebase. The updated interface maintains feature parity with the...
In this video , @Shigeki Sahashi talks about automatic missed call notifications for mobile communicate users. Genesys Cloud Communicate users can now enable automatic missed call notifications on iOS and Android devices. This feature helps users stay responsive by alerting them when they...
In this video, @Mark Bernardo discusses a new feature "Configurable time-to-live (TTL) for auto-generated recording URLs" Administrators can now configure the time-to-live (TTL) duration of up to 60 minutes for auto-generated URLs of recording files. When a user retrieves a recording such...
In this video , @Mark Bernardo talks about flow insights overlay for flow performance analysis. Administrators can now enable the Flow Insights toggle in Architect to visualize customer interactions within flow components. This new overlay helps flow authors, administrators, and contact...
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In this video, @Guru Prasadh Jeevan Rao and @Rebecca Harper discusses a new feature "Introducing Genesys Cloud Virtual Agent" Genesys introduces the new Genesys Cloud Virtual Agent, a new self service automation capability that enhances existing Genesys bot functionality. This release...
In this video, @Gaurav Srivastava discusses a new feature "Architect post-call actions in voice calls" Voice flow authors now have the ability to specify post-call actions in Architect inbound and in-queue call flows. This feature provides the ability to trigger post-call actions when a...
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