Genesys Cloud - Main

In this video, @Brian Feeney discusses a new feature "Direct access to interaction details from the Customer Journey tab"

Agents can now click Interactions details from the Customer Journey tab to view detailed information about the interaction. This direct access functionality is available for voice, messaging, digital, and social media interactions. Previously, to review past interaction details during an active interaction, agents had to perform a manual search through the Performance > Interaction view. This feature helps promote a consistent and user-friendly experience for agents across all interactions.

Release notes: https://help.mypurecloud.com/releasenote/september-16-2024/

#TAMStudios #FeatureReview #SingleCustomerView #CustomerJourney