Genesys Cloud FedRAMP Region – Agent UI and workflow improvements

A future release will include updates to the destination selection pane for transfers and starting a new conversation in the agent user interface. This update will reduce the number of clicks that agents make and the amount of time that agents spend scrolling to find and select the information they need. These changes affect the following agent workflows: blind transfer, consult transfer, start a new conversation for voice, email, and SMS, and select To, CC, and BCC addresses for email. For more information, see the Genesys Community post. For a visual tour see the following video.