In this video, @Christopher Visick discusses a new feature "On-queue opportunities for workforce management" Administrators can now create and publish on-queue opportunities, allowing agents to sign up for additional work time to help fill coverage gaps. Agents can browse available...
In this video, @Brian Feeney discusses a new feature "Supervisor takeover for active messaging conversations" Supervisors can now take ownership of an active messaging conversation while monitoring an interaction. This feature allows supervisors with the appropriate permission to remove the...
In this video @Joseph Ian Romero talks about the new addition to automate chat notifications within Architect workflows Flow authors can now use the Send Notification action in Architect workflows to send automated chat notifications to user groups. This feature enables flow...
In this video @Ankur Bhalotia talks about GenesysCloud CoPilot and the below new functions: Enhance employee productivity with Copilot Administrators, supervisors, and agents can now use Genesys Cloud Copilot to receive contextual guidance and complete...
In this video @Christopher Visick talks about the new functionality in GenesysCloud CoPilot for Agent Recognition Supervisors can now use the Agent Recognition Assistant AI Agent to quickly create and retrieve recognitions for agents using conversational prompts, without...
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In this video @Brian Feeney talks about importing Architect flows into Journey Management Analysts can now import Architect flows into Journey Management to reduce manual setup for single-flow analysis. This enhancement allows analysts to review published Architect flows as Sankey...
In this video @Brian Feeney talks about web messaging and being able to now configure guest session duration Administrators can now customize the duration of the web messaging sessions, selecting timeouts from 15 minutes up to 18 months to better align message retention with...
In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode" AVA administrators can now view additional AVA debugging details in Architect Execution History and Replay mode, including ordered tool...
In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Agents can create summaries of interactions on-demand" Agents can now generate a summary of an active interaction by pressing a button in Agent Copilot. The summary is presented in an editable text box, allowing agents to...
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In this video, @Stalin Singh discusses a new feature "Genesys Tempo cross-week shift trading" Administrators can now allow agents to trade shifts across different weeks, within the same planning period and schedule, in Genesys Tempo. Previously, Tempo supported shift trades only within the...
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