new_call vs Interaction

[indrajeetma]

We want transition from New Call to Interaction, I dont have any idea about anything any help would be grateful 

[Tanushree Maiti]

Hi @indrajeetma 

We are using Genesys Cloud for GSD since long time.

Genesys Cloud is transitioning from a legacy "New Call" approach to a modern "Interaction" (omnichannel) model using Genesys Cloud for voice/chat within ServiceNow involves leveraging the Unified Experience integration. This approach treats voice and chat as "Interactions" (table interaction) rather than just Calls (table new_call), providing a single pane of glass in the ServiceNow Configurable Agent Workspace.