Home - Genesys Posted in: Genesys Cloud - Developer Community! Hi Sylvain, There are a few ways you can get this information: Method 1 - Interaction View (Participant filtering) This is probably the most direct approach Go to Performance → Workspace → Interactions Set your desired date range
Virtual agents redefined with agentic AI | Genesys Cloud - Main Genesys Cloud™ Agentic Virtual Agent, powered by large action models, was recently named an Enterprise Connect Best of 2026 finalist, recognizing a new era of AI that can autonomously act and resolve customer needs across channels
Genesys Cloud - UI New Features Welcome to your go-to resource for modernizing the Genesys Cloud agent workspace This toolkit has everything you need to ensure a smooth transition to the multipanel agent UI There are 10 Chapters in the toolkit, many with more than one thing for you to check out So, dive in to the material to learn how to adopt this exciting update
How to calculate the Service Level in Genesys | Genesys Cloud - Main Hello Community, I would like to request clarification and official details about the formulas used in Genesys for the following metrics: Overall Service Level (SL): How is the general Service Level calculated in Genesys? Which interactions are included or excluded (e g , flow-outs, short abandons, transfers)? Abandoned Calls: What is the exact formula Genesys applies to calculate abandoned
Genesys Cloud CX Release Notes - January 26, 2026 | Genesys Cloud CX . . . Here are the Genesys Cloud CX Release Notes for this week! Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule For more information, see the Genesys Cloud release schedule
Genesys Cloud CX Release Notes - February 16, 2026 | Genesys Cloud CX . . . Here are the Genesys Cloud CX Release Notes for this week! Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule For more information, see the Genesys Cloud release schedule