Genesys Cloud FedRAMP region – January 17, 2024

Advanced input file pre-processing

Administrators can now define one or more find and replace expressions to modify the content of the input file before the upload process. These expressions are defined in the advanced section of a file specification template. For more information, see Create a File Specification Template. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Additional file format support for contact lists

Administrators can now use additional file formats, including delimiter-separated formats like pipe, tab, semicolon, custom delimiter, fixed length, and Microsoft Excel, when they create outbound dialing contact lists. The import process now includes a File Specification Template object, that outlines how to handle the input file. For more information, see Create a File Specification Template. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Messenger support for Estonian, Latvian, and Lithuanian

Genesys Cloud now supports Estonian, (et), Latvian (lv), and Lithuanian (lt) in the Messenger window. For more information, see Genesys Cloud supported languages. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Sensitive data masking French and Italian language support

Sensitive data masking is now available for French (fr-FR) and Italian (it-IT) voice interactions. For more information, see Genesys Cloud supported languages. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Analytics user interface enhancements

Genesys Cloud improved the appearance of the analytics admin configuration menu. These improvements provide a more visually intuitive experience, UX consistency, and better accessibility. For more information, see Configure contact center analytics options, Configure the service level calculation, and Configure abandon intervals for the Abandon Intervals Metric view. This feature has no restriction by user or required user to access.

Introducing external contacts and external organizations filters and columns in performance views

Contact center managers and supervisors can now view and filter external contacts and external organizations in performance views. This feature enables managers and supervisors to access specific interaction information about known external contacts and organizations. For more information, see Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view. This feature has no restriction by user or required user to access.

Portuguese language support

User interface support in Genesys Cloud is now available for Portuguese Portugal (pt-PT). For more information, see Genesys Cloud supported languages. This feature requires one of the following licenses: Collaborate, Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Workforce management navigation menu grouping

Administrators and contact center supervisors can now navigate more easily to work plan configuration and work plan rotations. These options are available from Admin > Workforce Management > Work Plans. For more information, see About workforce management, Add a work plan configuration, Add a work plan, and Updated Workforce Management navigation menu. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.

Staffing requirements and performance metrics in the Schedules screen

Administrators can now assess the impact of schedule adjustments on service levels via integrated performance metrics at the bottom of the Schedules screen. This enhancement provides a quick and detailed view of the performance implications when activities are added to agents’ schedules. These performance metrics enable administrators to ensure alignment between predicted performance and staffing requirements by recalculating the latter when they make updates to the Volume and AHT forecast. Adjustments to the required staff details on the Schedules screen align expected performance and staffing needs. For more information, see Navigate the schedule editor, View adherence information in the schedule editor, and Export schedule information. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.