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In this video @Krishneel Mani talks about bulk workitem termination. Administrators, supervisors, and agents with appropriate permissions can now close multiple workitems simultaneously in the List view. This feature helps improve efficiency by allowing bulk actions instead of managing...
In this video @Brian Feeney talks about Agent Copilot support for Dutch, French, German, Japanese, and Spanish languages. Agent Copilot advanced summarization and wrap-up code prediction support is now available for Dutch Netherlands (nl-NL), French Canada (fr-CA), French France (fr-FR),...
In this video @Santosh Bhandari talks about CX Cloud from Genesys and Salesforce language support. The CX Cloud from Genesys and Salesforce now supports localization to the Salesforce system language. This feature helps agents view Genesys components in their local language, improving...
In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Generative knowledge article answers with Genesys Virtual Agent" Flow authors can now enable virtual agents to provide AI-generated answers based on the article that best matches the customer query. Answer generation combines...
In this video @Guru Prasadh Jeevan Rao discusses a new feature "Enhanced bulk import for external contacts" Administrators can now use enhanced bulk import tools for external contacts in Genesys Cloud. This update includes several new features designed to simplify and improve data import...
In this video, @John Sunder discusses a new feature "Architect toolbox search option" Administrators and flow authors can now use the new search box within the Architect toolbox to quickly and easily locate specific actions. This feature alleviates the need to navigate through multiple...
In this video, @Santosh Bhandari talks about the guided setup experience for CX Cloud installation. Administrators can now install and configure the CX Cloud and Salesforce integration packages within Salesforce Service Cloud using a new guided setup experience. This feature introduces a...
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 @Christopher Visick talks about the improved workforce management schedule editor agent filter and sort. Administrators can now use enhanced filter and sort options in the workforce management schedule editor to more easily locate and manage agent shifts. Genesys reorganized...
In this video I talk about supporting links for operational event details. Administrators can now use supporting links in the operational console to view more details and troubleshoot operational events more efficiently. When available, these links navigate administrators directly to a...