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In this video, John discusses a new feature "Specify queue in scheduled callbacks" Agents can now specify a queue when they schedule a callback. Before agents can use this feature, administrators must enable it for them in Organization Settings. Release notes: https://help.mypurecloud...
20240228_FeatureReview_CX_Callback_Agent Queue Selection when Scheduling Callbacks_JS.mp4
In this video, John discusses a new feature "Enhanced external contacts data access control for agents" Administrators can now use the External contacts > Session > View and the Journey > Session > View permissions to control whether or not agents only view customer journey data...
20240214_FeatureReview_GPE_Enhanced external contacts data access control for agents_JS.mp4
In this video, Guru discusses new feature "Genesys Agent Assist knowledge article feedback" Agents can now provide detailed feedback for the knowledge articles that Genesys Agent Assist presents to them. Based on the improved agent feedback, administrators can gain valuable insights into...
20240311_FeatureReview_CX_ArtificialIntelligence_Genesys Agent Assist knowledge article feedback_GP.mp4
In this video, Ludo discusses a new feature "Maximum number of calls per agent set at the campaign level" Administrators can now set Max Calls Per Agent for Predictive Dialing and Power Dialing mode campaigns. This outbound campaign setting enables fine-tuning the maximum number of calls that...
20240304_FeatureReview_CX_Allowing Max Calls Per Agent to be set at the Campaign Level_LC.mp4
In this video, Joseph discusses a new feature, "Triggers UI improvements" Administrators can now use all supported features in the Triggers API directly within the UI. This feature encompasses the use of JSON Output as a data type, along with the configuration options for Delayed Start and...
20240110_FeatureReview_CX_Self-Service & Engagement_Triggers UI_JR.mp4
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In this video, John discusses a new feature "Additional file format support for contact lists" Administrators can now use additional file formats, including delimiter-separated formats like pipe, tab, semicolon, custom delimiter, fixed length, and Microsoft Excel, when they create outbound...
20240117_FeatureReview_CX_Additional file format support for contact lists_JS.mp4
In this video, Chris discusses a new feature "Change agent schedulable status from the Agents view" Supervisors can now view and change the agent schedulable status directly from the Agents view. Previously, supervisors could only make this change by configuring agent permissions. For more...
20240110_FeatureReview_CX_WEM_WFM_Change Agent Schedulable to Agent View_CV.mp4
In this video, Brian discusses a new feature "Architect Flow Insights toggle for bot and digital bot flows" Flow authors can currently use the new Flow Insights toggle in Architect to view the frequency of executed actions as an overlay in bot flows and digital bot flows. This feature enables...
20240131_FeatureReview_CX_Architect_Insights_Bot_Flows_BF.mp4
In this video, Guru discusses a new feature "Centralized import and export for knowledge workbench V2" Knowledge authors can now use the Import & Export view in the knowledge workbench V2 to view and manage all import and export activities in one location. The new view provides knowledge...
20231004_FeatureReview_Artificial Intelligence_CX_Centralized import and export for knowledge workbench V2_GP.mp4