Genesys Cloud FedRAMP region – September 9, 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.

Enhanced queue activation panel with search and pagination in agent detail views

Administrators can now search and page the queue activation panel in agent detail views. If the search request returns more than 25 queues, then pagination controls allow users to navigate through the results. This update improves the overall usability and ensures that all queues are accessible.

Additional details

Where:

  • Performance > Workspace > Contact Center > Agent Performance, click an agent’s name.
  • Performance > Workspace > Digital > Email Agent Performance, click an agent’s name.
  • Performance > Workspace > Digital > Message Agent Performance, click an agent’s name.
  • Performance > Workspace > Contact Center > Agent Status, click an agent’s name.
  • Performance > Workspace > Employee Engagement > Agent Evaluation, click an agent’s name.
  • Performance > Workspace > Contact Center > Agent Performance, click an agent’s name, and then Interactions tab.
  • Performance > Workspace > Contact Center > Agent Performance, click an agent’s name, and then Queues tab.
  • Performance > Workspace > Contact Center > Agent Performance, click an agent’s name, and then Wrap-Up tab.
  • Performance > Workspace > Employee Engagement > Agent Development, click an agent’s name.
  • Performance > Workspace > Speech and Text Analytics > Agent Topics, click an agent’s name.

One of the following licenses:

  • All licenses include this feature.

Read more:

Data, analytics, and reporting
quality management
Note:
  • 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.