In this video @Krishneel Mani talks about the new functionality where we can now set a inactivity handling for messaging interactions Administrators can now configure an inactivity time limit for messaging interactions. When a customer or agent remains inactive beyond the defined...
In this video @Shigeki Sahashi talks about the new functionality whereny we can set transcription dialects at the queue level for voice interactions Administrators can now configure the transcription dialect directly at the queue level. This update provides more precise...
In this video @Mark Bernardo talks about the new analytics agent status API routing status and presence data sort and filter Supervisors can now view, filter, and sort agent activity by presence, routing status, and out-of-office information through the analytics agent status API...
In this video @Guru Prasadh Jeevan Rao talks about the new custom prompts in advanced summary configurations Administrators can now create custom prompts in advanced summary configurations within Agent Copilot. This feature allows administrators to define up to 3000...
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In this video, @Guru Prasadh Jeevan Rao and @Santosh Bhandari discuss the new feature "Inbound messaging channel routing support in Apple Messages for Business" Administrators and contact center managers can now enable the Apple Messages for Business integration to route inbound customer...
In this video @Brian Feeney talks about the new enhancement within Messenger to support list picker Administrators can now enable list picker support in Genesys Messenger to provide bot participants with structured, guided choices during conversations. Bot authors can...
In this video , @Guru Prasadh Jeevan Rao talks about how admins can now subscribe to Agent Copilot trigger events through the Notifications API. This capability enables Agent Copilot to signal when an action should occur in a third-party application. Genesys Agent Copilot now emits two event...
In this video @Hiroyuki Sato talks about Agent-to-agent consult and warm transfer for messaging interactions Agents can now open an internal consult session with another agent over messaging before they transfer an interaction. This enhancement enables agents to share context and...
In this video @Christopher Visick talks about the new features available within WFM for Adherence and activity code mapping enhancements Administrators can now map a secondary status to multiple activity codes. This feature provides greater flexibility in configuring...
In this video, @Fegy Simon discusses a new feature "Enable or disable Last Agent Routing for digital conversations" Administrators can now enable or disable Last Agent Routing (LAR) for threaded digital conversations, including emails and messages. When enabling LAR, administrators can...
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