These changes are for the Admin UI of Canned Responses, impacting only the authoring experience for administrators and not the agents. Please see the below post for sample screenshots:
Note that we are also enhancing the agent-facing Canned Responses panel. Work is in-progress and should be ready for release in another 3 months. Please see the below post for details on that.
Original Message:
Sent: 05-06-2024 13:52
From: Angelica Howard
Subject: Genesys Cloud Release Notes | May 06 2024
Hi, For canned responses, can we please see a sample of what the changes to the user interface will look like?
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Angelica Howard
MidAmerican Energy Company
Original Message:
Sent: 05-06-2024 11:08
From: Tracy Vickers
Subject: Genesys Cloud Release Notes | May 06 2024
Canned Responses user interface enhancements
The refreshed Canned Responses user interface now offers updates to the flow, style, and user controls. These enhancements do not affect existing functionality.
Introducing Architect Journey Flows for bot and digital bot flows
Flow authors can now use the new Journey Flows tab in Architect to visualize the customer journey within a flow and enhance their understanding of flow milestones and outcomes so that they can improve bot containment rates. This feature enables flow authors, administrators, and contact center managers to gain insights into customer interaction paths and identify crucial moments in the customer journey that require attention.
Analytics API enhanced capabilities
Genesys Cloud now dynamically monitors activity for conversations, flows, routing, work teams, and users via the new /api/v2/analytics/*/activity/query endpoints. This feature enhances capabilities within the backend API components. A future release will include UI enhancements that use these endpoints.
Real time alerts for out of adherence status
Supervisors and agents can now create alerts for employee engagement metrics. This feature provides the ability to generate alerts when agents exceed out-of-adherence status duration thresholds. Previously, supervisors and agents could only create alerts for conversation metrics and presence metrics.
Analytics views column picker improvements
The new Analytics views column picker enables administrators, supervisors, and agents to order or reorder columns and group them by categories. This enhancement provides a more user-friendly experience and better accessibility. Previously, users could not group by categories when sorting or reordering columns.
Manage Active Screen Recordings
Administrators can now access the count of active screen recordings directly within the Recording Management UI, which replaces the Manage Active Recordings UI. This enhancement aims to streamline the interface, reduce clutter, and enhance system scalability.
#Interaction/ScreenRecording
#SpeechandTextAnalytics
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Tracy
Genesys
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