Original Message:
Sent: 02-21-2024 10:06
From: Rebecca Owens
Subject: Beta - New AudioHook queue setting and Architect flow action
Thanks for the clarification Prem. After this feature is released you will be able to use AudioHook on CX1, CX2 as well as CX3 with no additional add-on requirements. All you will need is the AudioHook part subscription.
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Rebecca Owens
Senior Manager, Product Management
Genesys - Employees
Original Message:
Sent: 02-20-2024 18:45
From: Prem Venkatesh
Subject: Beta - New AudioHook queue setting and Architect flow action
Hi Rebecca, Thank you for the clarification. I know this is Beta is NOT testing the licensing, All I wanted to know is the difference in the licensing requirement for the existing configuration and the new feature for AudioHook Monitor integration. We may enrol our GC org as a beta candidate for testing this new functionality without using transcription services.
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Prem
Original Message:
Sent: 02-20-2024 14:07
From: Rebecca Owens
Subject: Beta - New AudioHook queue setting and Architect flow action
Hi Prem,
Good question. While the GA feature attached to this Beta will allow customers to use AudioHook Monitor with a CX2 license and no add-on, this is Beta is NOT testing the licensing. The scope of this beta is limited to testing the UX functionality i.e. the new queue setting a flow action.
Please let me know of any further questions.
Rebecca
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Rebecca Owens
Senior Manager, Product Management
Genesys - Employees
Original Message:
Sent: 02-20-2024 05:38
From: Prem Venkatesh
Subject: Beta - New AudioHook queue setting and Architect flow action
@Rebecca Owens, Required calrification. Currently we are looking to implement AudioHook Monitor integration in our Org for nuance gatekeeper, We are running on CX2 license. If we go with the current setup then we need either Genesys Cloud CX 2 WEM Add-on I or CX 3 license for voice transcription.
Or We can utilize the new beta feature "queue settings" and "Architect action" to begin or end streaming to a third party while using AudioHook monitor with CX2 license. This can be done without the need for CX Add-on I or CX3 license. Am I correct here?
Thanks
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Prem
Original Message:
Sent: 02-09-2024 15:49
From: Rebecca Owens
Subject: Beta - New AudioHook queue setting and Architect flow action
We are happy to open applications to our Beta for the new AudioHook queue setting and Architect flow action.
The goal of the feature is to extend the AudioHook licensing to GC1/GC2 making Audiohook available to a greater range of customers. In order to achieve this AudioHook will no longer require Transcription to stream audio. We are introducing a new AudioHook queue setting and Architect action to support this. Beta participants will be able to configure their queues and flows to use the new queue setting and Architect action rather than the Transcription setting and action available today.
Use cases:
- As an Administrator, I can utilize AudioHook in my GC1/GC2 org so I can make use of 3rd party monitoring services
- As a Queue Administrator, I can configure streaming queue audio via AudioHook using a different toggle than Voice Transcription so that I can have greater control over what queue audio is streamed to 3rd party monitoring services
- As a Flow Designer, I can configure enabling/disabling audio monitoring via AudioHook using a different Action than Voice Transcription so that I can have greater control over what conversation audio is streamed to 3rd party monitoring services
We are currently looking for organizations that meet the following criteria to participate in this Beta:
- Already have a current AudioHook Monitor integration configured in their org
- Or are currently investigating implementing an AudioHook Monitor integration in their org
If you and your organization would like to be considered for participation in the New AudioHook queue setting and Architect flow action Beta, please complete this survey. Upon submission, your Org will be added to the pool for consideration.
Let's build together!
Rebecca
#BetaAnnouncement
#BetaAnnouncement
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Rebecca Owens
Senior Manager, Product Management
Genesys - Employees
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