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In this video, @Guru Prasadh Jeevan Rao and I talk about how to control knowledge behavior from start to finish in Architect digital bot flows. Advanced flow authors can now create and designate a reusable task that runs immediately after the bot finds a match to one or more knowledge...
20242904_FeatureReview_DX_Digital_Control knowledge behavior from start to finish in Architect digital bot flows_RH GP.mp4
In this video @Guru Prasadh Jeevan Rao talks about how to evaluate schedule groups in Architect bots and digital bots before ACD transfer. Flow authors can now configure flows to evaluate schedule groups before they run the Transfer to ACD action in Architect voice and digital bot flows....
20240429_FeatureReview_CX_Digital_Evaluate schedule groups in Architect bots and digital bots before ACD transfer_GP.mp4
In this video @John Sunder talks about how to improve agent utilization for digital transfers. Genesys Cloud now ensures that digital interactions in a transfer state do not affect an agent's utilization. With this feature, agents can now handle other digital interactions while they wait...
20240415_FeatureReview_DX_Improved agent utilization for digital transfers_JS.mp4
In this video, Guru discusses Additional formatting now available for knowledge workbench v2 Knowledge authors can now apply rich formatting and add customized tables to knowledge workbench articles for use in the knowledge portal, formerly called support center. Additional formatting...
20230830_FeatureReview_DX_Artificial Intelligence_Additional formatting for knowledge workbench v2 articles_GP.mp4