Genesys Cloud - January 26, 2022

Collaborate

Collaborate chat improvement 

The Collaborate chat @mention feature now prompts business users to confirm that they intend to add a user to the chat group instead of just referencing that user. This improvement prevents Genesys Cloud from automatically adding @mentioned users to chat groups. For more information, see Send a chat message. This feature has no restriction by user or required user to access.

Communicate

Customize caller ID information with prioritized caller selection

Telephony administrators can now fully customize the display of caller ID information using the new prioritized caller selection feature. This feature enables administrators to select and prioritize the various locations from which Genesys Cloud pulls caller name and caller ID. For more information, see Use the prioritized caller selection feature to configure caller ID information. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2 or Genesys Cloud User 3.

Contact center

Create workforce management schedules without a forecast

Administrators and contact center supervisors can now create a blank schedule for expected shift patterns when no forecast is available. This feature improves the scheduling algorithm by using the shortest, median, longest, or staggered time span for the selected shift length; and the earliest, median, latest, or staggered start times for flexible shifts, resulting in more employee-focused scheduling behavior. For more information, see Work with workforce management schedules and About workforce management. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Workforce management schedule validation error severity enhancement

Administrators and contact center supervisors can now configure customized severity levels for an expanded list of schedule violations during work plan and schedule validation. This enhancement provides more granular reporting severity for a business unit’s schedule generation warnings. For more information, see View schedule generation messages, Add a business unit, and About workforce management. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Simplified recording and quality policy configuration

Administrators and contact center managers will now find it easier to create recording, evaluation, and survey policies. By grouping common elements and deprecating options that previously generated an excessive number of evaluations, policy creation is more efficient and requires less effort. For more information, see Create a policy. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Evaluation summary in agent activity view

The agent activity view now includes an evaluation summary card that enables agents to view a summary of aggregate evaluation scores and evaluations that are due for review. The card shows a summary for the week and month, as well as any recent evaluations (30 days old or less) released and pending review and acknowledgment. For more information, see Agent activity overview. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Integrations

Automatic log out of single sign-on provider

Administrators can now configure Genesys Cloud to log users out of the single sign-on provider at the same time that users log out of Genesys Cloud. This feature fully logs users out of Genesys Cloud for billing purposes. For more information, see Manage Single Sign-on page. This feature has no restriction by user or required user to access.