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In this video, Guru & Becky discusses the new feature "Conversation summarization with Genesys Agent Assist for Voice" Genesys Agent Assist now offers conversation summarization for voice interactions. The summarization process automatically generates summaries of conversations between...
20240325_FeatureReview_DX_Agent Assistance_Conversation Summarization with GA_RH_GP.mp4
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, Santosh discusses a new feature "Automated time-off approval for grouped agents" Administrators can now group agents into smaller groups. This feature allows for the automatic approval of time-off requests based on the configured time-off limits for the staffing groups. ...
20240311_FeatureReview_EX_Time Off Management_Automated time-off approval for grouped agents_SB.mp4
In this video, Mark discusses a new feature "Improved on-demand Messenger launcher visibility" Administrators can now configure the Messenger launcher to remain visible even during page reloads and site navigation when triggered by business logic. This ensures uninterrupted access to ongoing...
20240207_FeatureReview_CX_Messenger - Improved On-Demand Launcher is Visible while Conversation is Active_ MB.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 @Brian Feeney talks about Genesys Digital Bot Flow support for mobile apps. Genesys Cloud now supports Genesys Digital Bot Flows for mobile apps, which provide users with enhanced interaction capabilities, including quick replies. This feature enables customers to reply...
20240304_FeatureReview_DX_Digital_BotFlow_Support_Mobile_Apps_BF.mp4
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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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