Genesys Cloud - Main

In this video @Hiroyuki Sato has discussed a new feature "Agent Timeline Detail view"

Administrators can now use the new Agent Timeline Detail view to provide supervisors with a comprehensive visual representation of the conversations that their agents handle. This feature offers a more complete look at an agent’s activities by showing their primary, secondary, and routing statuses. Supervisors can also see how voice conversations are interwoven with multiple simultaneous digital interactions, all within a single view. This new feature helps improve visibility into agent activities, making it easier for supervisors to track and manage workflows. The Agent Timeline Detail view uses data already available in the Genesys Cloud APIs, which makes it easy to access and view within Workspaces. This addition is especially beneficial for supervisors who want a clear understanding of their agents’ day-to-day interactions without relying on third-party products.

Release notes: https://help.mypurecloud.com/releasenote/march-31-2025/

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