Genesys Cloud FedRAMP region – August 12, 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.
Auto-termination for closed workitem statuses
Administrators can now enable auto-termination for specific closed workitem statuses, which automatically terminates workitems when they reach certain statuses within the closed category. The automated process reduces overhead and ensures that workitems are accurately checked as closed. This feature helps the organization achieve service levels more efficiently and provides accurate data for reporting, which allows for better business process management and a cleaner workitem backlog. Previously, closing workitems required manual intervention; the use of APIs; or setting up triggers, workflows, or data actions.
Where:
- Admin > Task Management > Worktypes > Status Transition Builder tab > Closed Category > Add Status > Terminate workitem on selection of status
One of the following licenses:
- Work Automation Add-on
Read more:
Outbound open messaging on behalf of a queue
Agents can now start new conversations or continue existing conversations on the open messaging channel on behalf of a queue. This feature extends the ability to send an interaction on behalf of a queue for open messaging, which facilitates agent-initiated messaging with third-party systems and external messaging services. Agents can initiate follow-up messages without going on queue and can receive credit for the interaction via metrics for the selected queue. This feature is not available in Genesys Cloud embedded clients.
Where:
- Admin > Contact Center > Queues
- Interactions > Send Message > [Message Channel] > On Behalf of Queue
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:
Extended after call work timeout
Supervisors can now set After Call Work (ACW) timeouts for up to 60 minutes for the following options: Mandatory, Time-boxed; Mandatory, Time-boxed No-Early Exit; and Agent Requested. This change allows agents more time to handle post-call activities, such as printing documents or following specific workflows. The new 60-minute limit provides supervisors and agents with greater flexibility to manage their work without having to resort to workarounds that skew key performance indicators (KPIs). Previously, the maximum ACW timeout was limited to 15 minutes. By allowing agents to remain on-queue, this enhancement ensures a more accurate representation of handle times and overall contact center performance, leading to improved metrics and operational efficiency.
Where:
- Admin > Queues >
> After Call Work > After Call Work Timeout (Seconds)
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Introducing Work Automation
Genesys Cloud now includes Work Automation, aimed to assist with tracking customer requests across the organization, spanning from the front-office to the back-office. Administrators can use work automation to define tasks and automate workflows based on predefined processes. This feature, built on the Genesys Cloud process automation solution, empowers the organization to automate, route, and manage work for all stages of the customer life cycle to deliver an enhanced and orchestrated customer experience.
One of the following licenses:
- Work Automation Add-on
Read more:
External metrics for performance scorecards
Performance managers can now import metrics that Genesys Cloud does not include, and then incorporate those metrics as part of agent gamified performance cards. This feature expands the scope of gamification core metrics to include external KPIs, for example, CSAT (customer satisfaction scores), daily sales, first contact resolution rate, and number of generated leads.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
Read more:
Activity plans for optimal workforce management scheduling
Administrators and planners can now apply workforce management activity plans to determine the best time to schedule activities for individuals or groups of agents, independent from the work plan and with the option to include a facilitator. Activity plans apply such factors such as service goals, staffing levels, minimum and maximum group sizes, maximum simultaneous sessions, maximum total sessions, last scheduled date, and recurrence periods. The process automatically updates rule-based attendee and facilitator lists at runtime. This feature allows more scheduling flexibility and helps planners accommodate ad hoc activities such as 1:1, team, or all-hands meetings, and better align with organizational goals. Previously, administrators manually scheduled activities for particular times, days, or weeks within work plans.
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:
- 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.
