Architect post-call actions in voice calls
Voice flow authors now have the ability to specify post-call actions in Architect inbound and in-queue call flows. This feature provides the ability to trigger post-call actions when a participant becomes the last one on a call and then transfer customers to a survey flow or an external number.
Improved agent utilization for digital transfers
Genesys Cloud now ensures that digital interactions in a transfer state do not affect an agent's utilization. With this feature, agents can now handle other digital interactions while they wait for another agent to accept the transferred digital interaction.
Introducing Work Automation in select regions
Genesys Cloud now includes Work Automation, aimed to assist with tracking customer requests across the organization, spanning from the front-office to the back-office. This feature is available in all regions, excluding Middle East (UAE), EMEA (UAE) and Europe (Zurich), EMEA (Zurich), which will have access at a later date. Administrators can use work automation to define tasks and automate workflows based on predefined processes. This feature, built on the Genesys Cloud process automation solution, empowers the organization to automate, route, and manage work for all stages of the customer life cycle to deliver an enhanced and orchestrated customer experience.
Dynamic time zone settings in workspaces and views
Genesys Cloud now enables users to set time zones at both workspace and view levels. This feature empowers users to create, save, and export identical reports for different time zones.
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