Genesys Cloud - Main

In this video, @Santosh Bhandari discusses a new feature "CX Cloud in Salesforce after-call work component"

Administrators can now embed the Genesys Cloud after-call work (ACW) component in CX Cloud record pages and in the utility bar. The ACW component displays Agent Copilot suggestions for wrap-up codes, AI-generated summaries, and visual timers for boxed and discretionary after-call work time. This feature helps agents complete after-call work more quickly and consistently while keeping existing ACW workflows in CX Cloud aligned with the standard Genesys Cloud desktop experience.

Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/january-19-2026/

#TAMStudios #FeatureReview #CXCloud