Genesys Cloud FedRAMP region – Features coming soon
This preview lists the features scheduled for the next Genesys Cloud FedRAMP region release. The features will not be live in Genesys Cloud FedRAMP region until December 16, 2024. The feature descriptions in the December 16, 2024 Genesys Cloud FedRAMP region Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud FedRAMP region feature releases, see the Feature releases and Announcements sections in Genesys Cloud FedRAMP region Release Notes.
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.
Define ring membership by queue
Administrators can now add groups to queue membership and assign them to corresponding bullseye routing rings. This feature enables administrators to add groups to increase the pool of agents, rather than stripping skills away. The process of assigning groups to bullseye routing rings and keeping the assigned skills intact can be used in conjunction with Genesys Cloud workforce planning tools.
Division-based Schedule view
Administrators can now filter schedules by division in the calendar view. A new drop-down menu on the schedules page allows users with appropriate permissions to view and manage schedules specific to a chosen division. This improvement helps administrators focus on schedules relevant to a particular line of business, providing greater granularity and efficiency in campaign management. Previously, schedules appeared without division-specific filtering. By enabling division-based filtering, this feature improves the user experience for organizations with access to multiple divisions.
Bulk workitem termination
Administrators, supervisors, and agents with appropriate permissions can now close multiple workitems simultaneously in the List view. This feature helps improve efficiency by allowing bulk actions instead of managing workitems individually. Existing prerequisites for closing individual workitems still apply to bulk operations.
Improved Content Search view
Administrators can now view consolidated conversation records in the content search. In the improved content search view, each unique conversation ID now appears as a single record. If multiple transcripts are associated with the same conversation ID, they appear as nested subrows under the main record. This change helps users reduce duplicate entries, making it easier to analyze conversation data at a glance. The improved structure also simplifies reporting and ensures that related transcript details remain organized under the relevant conversation.
Topic miner Dutch language support
Topic miner is now available in Dutch (nl-NL) dialects. This feature enables administrators and analysts to to mine for topics in these dialects across all media types in order to gain insights into emerging topics.
Workforce management activity smoothing and schedule variability
Workforce management administrators and schedulers can now choose to invoke activity smoothing at the business unit or management unit level, or to aim for consistent service goals that reduce the possibility of agents being scheduled for offline activities at the same time. The Schedule Variability setting enables administrators and schedulers to increase the randomness between schedules and provide more varied shift combinations.
