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In this video, @Fegy Simon talks about improvements made to automatic inactivity timeout. Genesys Cloud improved the automatic inactivity timeout. This improvement ensures that certain system API calls no longer reset the inactivity timeout. Additionally, the inactivity timeout does not apply...
20230415_Fegy_Auto_Inactivity_Logout.mp4
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In this video , @Gaurav Srivastava talks about recent improvements to Topic Spotting. Topic spotting now includes improvements to ensure that the topic spotting process recognizes numbers as alphabetical characters. This update ensures that a topic is correctly detected in a phrase that...
20230317_GS_FeatureReview_TopicSpottingImprovements.mp4
In this video , Joseph talks about the new feature, screen recording with web client/browser The new Genesys Cloud Background Assistant (GCBA) allows supervisors to record the screens of agents who use the Genesys Cloud web app in a browser. GCBA is a Windows background service that is...
20230310_Joseph_FridayFeatureReview.mp4.mp4
In this video , @Guru Prasadh Jeevan Rao talks about improved interval granularity for a specific time span during performance metrics exports. Contact center managers and supervisors can now select different interval lengths for a selected time period for a scheduled export. This feature...
FeatureReview_CX_Analytics_Improved interval granularity for performance metrics exports_GP_20230222.mp4
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In this video Guru talks about Multiple Media Types in Performance Views. Contact center managers and supervisors can now filter by more than one media type in aggregate and detail views and exports. The filter does not allow the selection of the voice and callback media types at the same...
FeatureReview_CX_Analytics_Performance Views_Multiple Media Types_GP_20230118.mp4
In this video Guru talks about Performance Dashboards Improvements. Contact center managers and supervisors can now filter for their own dashboards in addition to the current availability and favorites filters. Managers and supervisors can now also select the Online Agents count queue metric...
FeatureReview_CX_Analytics_Performance Dashboard improvements_GP_20230118.mp4