Genesys Cloud FedRAMP region – August 5, 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.
Multiple messenger deployment behavior update
Genesys Cloud now links customer sessions to a single messenger deployment. This feature ensures that the contact information is associated with the distinct associated customer journey session.
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:
Enhanced agent status visibility for supervisors
Supervisors can now see a detailed breakdown of the amount of time that agents spend in specific secondary statuses. This feature ensures that secondary status durations now appear directly in the Agents > Statuses view. When all secondary statuses are selected and the necessary permissions are in place, the sum of the secondary status durations matches the primary status duration. Previously, supervisors had to use the User Status Detail report to determine the duration of agents in particular secondary statuses. This enhancement provides a clear view of the time distribution within an agent's primary status and offers greater insight into their activities, which enables supervisors to more efficiently monitor and manage agent performance.
Where:
- Performance > Workspace > Contact Center > Agent Status
One of the following licenses:
- All licenses include this feature.
Read more:
Enhanced WebRTC Media Helper for VDI users
Administrators can now use the Genesys Cloud WebRTC Media Helper without requiring audio I/O devices in the WebRTC client when the Require Media Helper setting is enabled. This update simplifies the setup for customers by allowing passthrough or emulated audio I/O devices in their virtual sessions. This update enhances the use of WebRTC in Genesys Cloud for VDI customers by removing unnecessary device checks, and ensures that users who rely on the Media Helper do not face disruptions due to fallback mechanisms requiring audio I/O devices in the standard client. With this update, when the Require Media Helper setting is enabled, the audio I/O device check in the standard client is eliminated, improving the usability of WebRTC for VDI environments.
One of the following licenses:
- All licenses include this feature.
Read more:
Genesys Bot Connector
Administrators and contact center managers can use the Genesys Bot Connector integration to call up to five custom-built or third-party bots and then use them in Architect message flows. This feature enables organizations to use a wider variety of bot services in Genesys Cloud and provide a more personalized customer experience.
Where:
- Admin > Integrations > Integrations > Genesys Bot Connector
- Admin > Architect > Architect > Inbound Message Flow > Call Bot Connector action
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:
- 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.
