Genesys Cloud - Main

In this video, @Brian Feeney discusses a new feature "Journey Management Knowledge VirtualAgent Events"

Administrators can now add knowledge-related events and updated Virtual Agent events to Journey Management analysis. These events appear on the canvas alongside other journey events, making it easier for analysts to evaluate knowledge usage and Virtual Agent performance in the context of the full customer journey. This enhancement helps analysts identify friction points, measure the impact of AI initiatives, and improve knowledge content and engagement strategies.

Release notes: https://help.mypurecloud.com/releasenote/394472/

#TAMStudios #FeatureReview #JourneyManagement