Genesys Cloud - Main

In this feature review, @Hiroyuki Sato discusses a new feature "Auto answer for digital interactions"

Administrators can now configure agent settings to automatically answer email, SMS, and messaging interactions, in addition to voice interactions. This feature helps streamline agent workflows by ensuring that eligible digital and voice interactions are immediately answered when assigned. When an agent is available and within their configured utilization limits, an eligible interaction that is set to auto-answer is automatically accepted on their behalf. To configure auto-answer settings, go to the Auto Answer tab on the People and Permissions page. This tab was introduced with this feature to manage auto-answer settings.

Release notes: https://help.mypurecloud.com/releasenote/february-10-2025/

#TAMStudios #FeatureReview