Genesys Cloud FedRAMP region – June 24, 2024
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.
View speech and text analytics data for a year at a time
Supervisors and analysts can now view speech and text analytics data for up to one year at a time in the Topic Trends, Agent Topics and Queue Topics views. This feature enables supervisors and analysts to gain more actionable insights over a longer duration of time.
Where:
- Performance > Workspace > Speech and Text Analytics > Queue Topics
- Performance > Workspace > Speech and Text Analytics > Agent Topics
- Performance > Workspace > Speech and Text Analytics > Topic Trends
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Read more:
Granular control for clearing or signing out of web visit or journey sessions
Genesys Cloud now enhances privacy by exercising more granular control over when to clear or sign out the current web visit or journey session. Brands have the flexibility to trigger these actions based on specific user activities, or allow customers to start them. Previously, Messenger did not have a native way of clearing all session-related data. With this update, Genesys Cloud introduces an abstraction layer that conceals the storage structure and provides standardized JavaScript commands for managing session identifiers. This feature addresses the need for better privacy control, enabling smoother and more secure session management. By simplifying the process of clearing or signing out of sessions, administrators can ensure that user data is handled with greater care, meeting privacy requirements more effectively. This improvement streamlines session management and reduces the complexity of maintaining and adjusting storage structures.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
Direct voicemail non-ACD call transfer for enhanced call management
Genesys Cloud users can now transfer calls directly to another user's voicemail without first alerting the intended Genesys Cloud user. This feature streamlines the customer experience and enables administrative staff to manage calls more effectively based on their insights and understanding of user availability and priorities. For example, users in meetings or sessions may find even brief phone alerts to be disruptive.
One of the following licenses:
- Communicate
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 2 Digital
- Genesys Cloud 3
Read more:
HELD (HTTP Enabled Location Delivery) for E911 Location Information
Administrators can now use the HELD protocol to access location information from their E911 provider's LIS (Location Information Server). This improvement allows phones to obtain and share their location when users dial 911 in an emergency. Dispatchers can then use this information to send emergency services to the caller's precise location.
One of the following licenses:
- All licenses include this feature.
Read more:
Introducing the Nuance Recognizer as a Service integration
Genesys Cloud customers can now capture and interpret information using automated speech recognition (ASR) in transactional IVR applications. Because these applications demand multi-digit or numeric input, and in response to the increasing use of hands-free environments by callers, ASR support is crucial for improved customer experiences. By integrating ASR support and bot capabilities, along with the option to reuse customized and fine-tuned grammars from past implementations, customers gain the ability to develop a wider range of voice applications.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Interaction recording download tracking in audit trail
Administrators can now see when an interaction recording was downloaded in the audit trail from the Interaction Details view. This enhancement provides a distinction between viewing the Interactions Detail view, and downloading a recording. A download action now triggers Read action and Download action audit events. Previously, the audit trail only listed the Read action for both viewing and downloading recordings. This improvement helps users track their own actions, allows administrators and supervisors to monitor user activity, and assists in troubleshooting system errors.
Where:
- Performance > Workspace > Interactions
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud EX
Read more:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, 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.
