Genesys Cloud FedRAMP region – September 16, 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.
Genesys Cloud CIDR expansion and firewall requirements completion
Genesys Cloud's FedRAMP media services are now fully migrated US-East 2 (Ohio), to a Genesys-owned CIDR block. Genesys Cloud’s cloud media services has migrated to the Genesys-owned CIDR block in FedRAMP.
One of the following licenses:
- All licenses include this feature.
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Messenger session persistence
Administrators can now enable session persistence for Messenger across sub-domains within the same domain. This feature allows conversations and the ability to track customer journeys to continue as customers move between different sub-domains; for example, from sales.business.com to help.business.com, and prevents an interruption in the customer experience as they browse across a brand's website. Previously, sessions reset when customers navigated between sub-domains.
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
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Workitem query and filter improvements
Agents and supervisors can now use up to 10 external tags to filter workitems in the list view, significantly improving their ability to quickly locate and resolve workitems. Previously, filtering was limited to five external tags. This enhancement provides more flexibility in managing and tracking work. Also, developers can now query workitems based on up to 20 assigneeIDs using the query API endpoint to identify workitems assigned to specific agent(s). Developers can now more effectively manage and retrieve relevant workitems.
One of the following licenses:
- Work Automation Add-on
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Enhanced workitems list view with column picker and advanced filtering
Administrators can now use a column picker and new filtering options in the Workitems List view. This update also includes more data columns, such as Service Level Status, and various filter improvements to give administrators more granular control over analytics data. This feature enables administrators to add or remove columns based on their specific tasks and improves workitems management efficiency.
Where:
- Genesys Cloud sidebar > List View > Workitem List tab
One of the following licenses:
- Work Automation Add-on
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Direct access to interaction details from the Customer Journey tab
Agents can now click Interactions details from the Customer Journey tab to view detailed information about the interaction. This direct access functionality is available for voice, messaging, digital, and social media interactions. Previously, to review past interaction details during an active interaction, agents had to perform a manual search through the Performance > Interaction view. This feature helps promote a consistent and user-friendly experience for agents across all interactions.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
Genesys improved the look and feel of the Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard views. Enhancements include improved filtering and also date and time selections to align with other views in the analytics workspace. The updated views also include templatized card layouts to provide a more intuitive and consistent experience.
One of the following licenses:
- All licenses include this feature.
Real time data update indicators in analytics views
Supervisors and administrators can now view data updates in real time in the analytics performance views. This feature provides a live indicator or a last updated time stamp to help supervisors determine when dashboard data refreshes. Previously, certain data such as surveys or speech and text analytics required manual reloads to view updated data. With the new indicators, supervisors can now easily distinguish between live data and data that requires manual updates, which improves the overall efficiency of performance monitoring and decision-making.
Where:
- Performance > Workspace > Dashboards > Dashboards.
- Performance > Workspace > Contact Center > Queue Activity.
- Performance > Workspace > Contact Center > Queue Activity, click a queue.
- Performance > Workspace > Contact Center > Agent Performance.
- Performance > Workspace > Contact Center > Agent Performance, click an agent.
- Performance > Workspace > Contact Center > Agent Performance, click the agent, and then the Queues tab.
- Performance > Workspace > Contact Center > Agent Status.
- Performance > Workspace > Contact Center > Agent Status, click an agent.
- Performance > Workspace > Contact Center > Queue Performance.
- Performance > Workspace > Contact Center > Queue Performance, click a queue.
- Performance > Workspace > Contact Center > Queue Performance, click a queue, and then the Agents tab.
- Performance > Workspace > My Performance > My Performance.
- Performance > Workspace > My Performance > My Status.
- Performance > Workspace > My Performance > My Queues Activity.
One of the following licenses:
- All licenses include this feature.
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View acoustic data in topic trends, and agent, queue, flow topic views
Administrators can now view and filter acoustic data in topic trends, and in agent, queue, flow topic views. Supervisors and analysts can access and filter acoustic metrics, including talk time, silence, overtalk, and hold music within these views. This feature makes it easier to identify patterns such as interactions with prolonged silence, and improves the analysis of communication dynamics.
Where:
- Performance > Workspace > Speech and Text Analytics > Agent Topics.
- Performance > Workspace > Speech and Text Analytics > Agent Topics, and click an agent.
- Performance > Workspace > Speech and Text Analytics > Queue Topics.
- Performance > Workspace > Speech and Text Analytics > Queue Topics, and click a queue.
- Performance > Workspace > Speech and Text Analytics > Flow Topics.
- Performance > Workspace > Speech and Text Analytics > Flow Topics, and click a flow.
- Performance > Workspace > Speech and Text Analytics > Topic Trends.
- Performance > Workspace > Speech and Text Analytics > Topic Trends, and click a topic.
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
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Enhanced control over agent assistance access
Administrators can now use the new Chat > agentassistance > Access permission to grant or remove user access from the Agent Assistance functionality. This feature enables administrators to show or hide the visibility of the agent assistance lifeboat icon in the left navigation menu. Administrators can limit agent assistance availability only to specified agents. Previously, agents with the Routing > Agent > Onqueue or the Routing > Queue > Edit permissions assigned to their role could access this feature, regardless of their group or role within the organization.
One of the following licenses:
- Communicate
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Workforce management per minute scheduling granularity
Administrators can now create work plans that reflect per minute start times and durations for shifts and activity codes in schedule generation, rescheduling, and work plan flows. This feature provides more precise scheduling based on contracted hours and reduces the need to manually adjust toward the previous 5-minute granularity limit. Also, per minute start times and durations helps to ensure better synchronization between workforce management and HR systems.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud EX
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Deprecation: Legacy alerting system
On December 9, 2024 Genesys will remove the legacy alerting system from the FedRAMP region. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system.
One of the following licenses:
- All licenses include this feature.
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.
