Genesys Cloud FedRAMP region – February 14, 2024
Genesys is modifying the regional deployment schedule for the release of new features. This week’s features will begin to deploy on Wednesday, with full deployment across all regions expected to be completed by the end of the day Friday.
Enhanced pacing control in dialing campaigns
Administrators now have more granular control of pacing in an automated campaign for Predictive and Power dialing modes. They can now set the Compliance Abandon Rate in these dialing campaigns to under 1% and down to the tenths decimal place, for example, 0.9 or 5.1. The Compliance Abandon Rate can be set to a minimum of 0.1%.
Where:
- Admin > Outbound > Campaign Management > Voice Campaigns tab
One of the following licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
Read more:
Enhanced external contacts data access control for agents
Administrators can now use the External contacts > Session > View and the Journey > Session > View permissions to control whether or not agents only view customer journey data for the divisions that are assigned to their user roles.
Where:
- Admin > Live Now > Customer Summary > Customer Journey Interactions panel
One of the following licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX AI Experience
Read more:
Improved native voice transcription accuracy for Spanish
Genesys Cloud improved native voice transcription accuracy for Spanish Spain (es-ES) and Spanish United States and Latin America (es-US).
Where:
- Admin > Quality > Speech and Text Analytics
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
Read more:
APIs to integrate external learning modules
Learning administrators can now assign and report on external content from Genesys Cloud via learning APIs by integrating third-party learning management systems. This feature enables customers to use the Genesys Cloud scheduling features for their learning assignments and provides supervisors and agents with a single pane of glass experience to manage their content.
Where:
- Admin > Performance & Engagement > Development and Feedback
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
- Genesys Cloud EX
Read more:
- Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
