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In this video @Brian Feeney reviews "Display number of interactions routed via non-predictive routing method due to timeout" in the detail report. Administrators and supervisors can now view the predictive routing queue detail report when queues are set for predictive routing to review...
FeatureReview_DX_Artificial Intelligence_DispTimeoutsPredictiveRoutingReports_BF_20230503.mp4
In this video, Rebecca discusses the new feature - Generative AI to summarize agent digital interactions Genesys Agent Assist provides generative AI to summarize agents digital interaction with customers. Agents can reduce ACW by using this summary during wrap-up. This feature uses generative...
20230426_FeatureReview_DX_AI_Generative AI to summarize agent digital interactions_RH.mp4
In this video @Brian Feeney performs a feature review of: Bulk changes to knowledge base question and answer articles Knowledge authors can now make edits to multiple knowledge base question and answer articles. For more information, see Edit multiple knowledge base articles at once . ...
FeatureReview_DX_Artificial Intelligence_BulkChangesFAQs_BF_20230426.mp4
In this video, Brian discusses the new feature "Import question and answer FAQs from URLs" Knowledge authors can now import question and answer pairs (FAQs) into a knowledge base via a public URL. This feature enables knowledge authors and administrators to build the knowledge base more...
FeatureReview_DX_Artificial Intelligence_Import question and answer FAQs from URLs_BF_20230412.mp4
In this video, Guru presents the new feature "Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows" Flow authors can now add and configure a collection of prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows. This feature enhances the...
FeatureReview_DX_Artificial Intelligence_Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows_GP_20230419.mp4
In this video Guru presents the feature - "Participant names and avatars in Genesys Messenger" Administrators can now add participant names and avatars to agents and bots. The names and avatars appear to customers who interact via Messenger. Administrators can specify bot names and...
FeatureReview_DX_Digital_Participant names and Avatar in Messenger_GP_20230201.mp4
In this video Guru presents the feature - "Images and email addresses as hyperlinks in knowledge base articles." Knowledge authors can now add images and email addresses as hyperlinks within articles. The image hyperlink feature enhances the customer experience by engaging them with visual...
FeatureReview_DX_Artificial Intelligence_Knowledge Base Articles Images Hyperlinks_GP_20230208.mp4
In this video Tamme presents about the feature "Cards and carousels in the CX digital agent workspace" Agents can now view cards and carousels in the CX digital agent workspace. Cards provide a more sophisticated description of products and services by introducing images, titles, body texts,...
FeatureReview_DX_Artificial Intelligence_Cards and Carousels support_TO_20230208.mp4
In this video Joseph is showing us Jump to Task function in Bot Flows. Bot authors can now use the Jump to Reusable Task action in Architect to route bot flows to previously configured tasks. This feature improves the process of building large flows and creating the ability to return to a...
FeatureReview_DX_Artificial Intelligence_BOT Flows Jump to Task_JR_20230208.mp4