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Call forwarding enhancements with group search functionality

In this video, @Hiroyuki Sato discusses a new feature "Call forwarding enhancements with group search functionality" Genesys Cloud users can now use group search functionality in the Forward Calls UI to search for and select specific groups when they forward calls. Search results display...

Library Entry

Enhanced groups profile configuration

In this video, @Shigeki Sahashi discusses a new feature "Enhanced groups profile configuration" Genesys Cloud refreshed the style of the groups profile page in Admin > Directory > Groups. The update includes modernized buttons, text formatting, tables, and menus to align with current...

Library Entry

Group Ring column and filter in Interaction views

In this video @Mark Bernardo talks about the Group Ring column and filter in Interaction views. Supervisors can now view and filter voice interactions that alert group members via Group Ring in various analytics interaction views, including Agent Interactions Detail, Campaign Interactions...

Discussion Thread 7

Voicemail Notification to Group Email Address

Library Entry

Enhanced search capability within skill expression groups

In this feature, @Krishneel Mani discusses a new feature "Enhanced search capability within skill expression groups" Administrators can now search skill expression groups from the Admin > Directory > Groups page and when they add groups in the Admin > Queue > Members page....

20240401_FeatureReview_CX_SkillExpGrpSearch_KM.mp4

Discussion Thread 9

Bundled weighting for Question Groups- All or nothing

Discussion Thread 2

Under Directory/Groups all the phone numbers and the ability to call a GROUP are missing...

Discussion Thread 2

I'd like to understand general use. On average how many groups would you say you actively participate in? And, do you track them via Favorites?

Discussion Thread 2

HOW DO I MAKE GROUPS THAT STAY ACCURATE? (RULES-BASED GROUPS)