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
Hi @Laura Threadingham
Please refer to this RC article for all the Genesys permissions needed for Agent for Agent Copilot and ACW. https://help.genesys.cloud/articles/permissions-and-roles-for-genesys-agent-copilot/
What Genesys permissions is needed for the ACW and Co-pilot
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