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Introducing Content Exploration view

In this video, @Christopher Visick discusses a new feature "Introducing Content Exploration view" Business analysts can now use the Content Exploration view to visualize and explore transcript data, helping them better understand customer and agent interactions. This feature provides...

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Introducing Channel Insights dashboard

In this video, @Yu Tan disusses a new feature "Introducing Channel Insights dashboard" Supervisors can now use the Channel Insights dashboard to view cross-channel adoption and performance metrics for voice, digital messaging, email, and chat in a single place. The dashboard provides time...

Discussion Thread 3

Trouble converting hh:mm:ss time from Genesys export to hours in Excel

Discussion Thread 7

Data Extraction BETA

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Enhanced agent status visibility for supervisors

In this video @Yu Tan talks about the enhanced agent status visibility for supervisors. Supervisors can now see a detailed breakdown of the amount of time that agents spend in specific secondary statuses. This feature ensures that secondary status durations now appear directly in the Agents...

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Export panel enhancements

In this video @Yu Tan (YuHeng) talks about some export panel enhancements. Genesys Cloud enhanced the general usability of the export panel to increase customer engagement, retention, workspace adoption, and customer satisfaction. This feature enables administrators and supervisors to...

20240520_FeatureReview_CX_Export Panel Improvements_YH.mp4

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Insights visual charting for supervisors

In this video @Christopher Visick talks about the newly released visual charting for Supervisors. Supervisors can now use additional charting features in the Insights view. These features facilitate an effortless visual comparison between the performance of a chosen group of agents and the...

20240529_FeatureReview_EX_Gamification & Performance Management_Insights visual charting for supervisors_CV.mp4

Discussion Thread 5

Real-Time Dashboard Hurdles & Performance View Errors - Your Expertise Needed!

Discussion Thread 4

Reporting 503 Error Message > Queue Performance Report

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Enable/disable evaluation and survey data in Interactions and My Interactions views

In this video @Fegy Simon talks about how to e nable and/ or disable evaluation and survey data in the Interactions and My Interactions views Supervisors and managers can now use permissions to grant or deny agent evaluation and survey data access in the Interactions view and...

20240110_FeatureReview_CX_Permissions for evaluation and survey data access.mp4