Genesys Cloud - Main

In this video @Guru Prasadh Jeevan Rao talks about conversation details for agents.

Administrators can now use Architect to configure a conversation details panel for agents, which provides them with essential conversation information throughout the entire engagement cycle, before the interaction is accepted, after it has been accepted, and during wrap-up. The panel displays two main cards: one for conversation participants, and another for a brief summary of the contact profile, when available. This feature allows agents to quickly access relevant context, helps them to efficiently address customer requests, and reduces the time spent gathering information during an interaction.

Read more:

• View an interaction’s conversation details
• Navigate the Interactions panel
• Aha! idea

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

#TAMStudios #FeatureReview #ConversationDetailsPanel 

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