In this video @Joseph Ian Romero talks about the long awaited feature ACD Conferencing that was released on 28 Feb.
Agents can now add people to a conference call while they are on an ACD voice interaction in the desktop agent UI. ACD conferencing allows agents to click the new conference icon and choose a participant, for example, another user, queue, or external number, to help their customers. The participant accepts an invitation and joins the conference. Agents can also transform a consult transfer into a conference and bring together all three participants. While in a conference, agents can continue to add up to a total of 20 concurrent participants.
Release Notes:
https://help.mypurecloud.com/releasenote/february-28-2024
#TAMStudios #FeatureReview #FunctionalityDemo #PureCloudACD
Please post any questions, or comments, below or email us at TAMStudios@Genesys.com
00:07:48
Any Ideas anywhere I cannot find, that will enhance the ACD conferencing feature. For example being able to "warm transfer" consult then add to the conference.
or start a new interaction then merge those two together - drag calls into one another to merge.
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