In this video, @Kumar Sanjeevi discusses a new feature "Shift trades across weeks within schedule to improve agent flexibility" Administrators can now allow agents to trade shifts across multiple weeks within a single published schedule. This feature enhances agent flexibility and...
In this video , @Brian Feeney talks about how administrators can view Mobile Journey Tracking for enhanced agent insights. Administrators can now enable journey tracking capabilities in mobile applications, allowing agents to view detailed information about a visitor’s mobile session and...
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...
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