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In this video @Santosh Bhandari and I discuss ways Agents, using Genesys Cloud in SFDC, can leverage Gensys Cloud Agent Assist. In one of the processes, to use iFrame to embed AA in the SF page, Santosh uses a visualforce page code snippet. This is the sample he used: <apex:page >...
Genesys Agent Assist for Saleforce.mp4
In this video @Takakiyo Ikari talks about the new enhancements that have been released to the Audit Viewer. Administrators can now narrow a search to specific audit events via the improved Audit Viewer, which includes more filter and search parameters. The enhancements include...
20240325_FeatureReview_CX_Security, Privacy & Compliance_AuditViewerFilterEnhancement_TI.mp4.mp4
In this video @Rebecca Harper talks about the new functionality to enable and disable email threading Administrators can now enable or disable email threading and define the length of time to thread email conversations after the most recent interaction, up to 30 days....
20240318_FeatureReview_DX_Digital_Enable and disable email threading_RH.mp4
In this video @Fegy Simon talks about Search for a knowledge base article by ID in Architect Flow authors can now use the new Find "KnowledgeBaseDocument" by ID function in Architect for Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows to look up a knowledge base...
20240131Search for a knowledge base article by ID in Architect_FS.mp4
In this video @Fegy Simon talks about how to e nable and/ or disable evaluation and survey data in the Interactions and My Interactions views Supervisors and managers can now use permissions to grant or deny agent evaluation and survey data access in the Interactions view and...
20240110_FeatureReview_CX_Permissions for evaluation and survey data access.mp4
In this video @John Sunder talks about how to configure labels to manage interactions with Customer Engagement Administrators can now create and add labels to interactions for improved management and control over routing and agent utilization. These labels provide organizations...
20240311_FeatureReview_CX_Agent Utilization_Configure labels to manage interactions_JS.mp4
In this video @Stalin Singh talks about the functionality available with WEM to support disputed evaluations on gamification metrics scorecards Supervisors and agents now experience real-time updates on agent gamification scorecards when an agent’s dispute of a completed...
20240131_FeatureReview_CX_Disputed evaluations on gamification metrics scorecards_ SS.mp4
In this video @Christopher Visick talks about the new enhancement to WFM with staffing requirements and performance metrics now being available in the Schedules screen Administrators can now assess the impact of schedule adjustments on service levels via integrated...
20240117_Feature Review_EX_Scheduling_Staffing_Performance Metrics_CV.mp4
In this video @Joseph Ian Romero talks about the long awaited feature ACD Conferencing that was released on 28 Feb. Agents can now add people to a conference call while they are on an ACD voice interaction in the desktop agent UI. ACD conferencing allows agents to click the...
20240228_FeatureReview_CX_Inbound_ACD Conferences_JR.mp4
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As part of the two part series on Web Messenger we have Part Two. in this presentation we have Principle Solutions Consultant @Matt McPhee explaining, in detail, the ways in which Web Messenger can be integrated into a businesses mobile application. If you...
20230603_OVERVIEW_WEB_MESSENGER_Part2_WEB MESSENGER IN MOBILE APP.mp4