Genesys Cloud FedRAMP region – September 23, 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 responsive layout and widget scaling for dashboards
Supervisors can now use dashboards with an enhanced responsive layout, and auto-scaling widget sizing. The enhanced responsive layout ensures constant access to key performance insights, regardless of screen size, without compromising the user experience. In addition, updated charts now feature improved color contrast and accessibility compliance, making the dashboards more user-friendly. These changes align the analytics dashboards with modern UX standards, providing a more streamlined and accessible interface.
Where:
- Performance > Workspace > Dashboards > Dashboards.
- Performance > Workspace > Dashboards > Dashboard Owners.
One of the following licenses:
- All licenses include this feature.
Read more:
Workflow triggers for collaborate chat messages
Administrators can now trigger Architect workflows each time that Genesys Cloud creates, updates, or deletes a Collaborate chat message. This feature allows organizations to automate processes based on chat activity and improves event orchestration and process automation.
One of the following licenses:
- Collaborate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Persistent agent settings for embedded clients on the server side
Genesys Cloud embedded clients can now ensure that agent settings, such as Prompt for queue on click-to-dial, and Remember the last selected queue, are stored on the server side. Previously, these settings were saved locally in agent browsers only and would not persist when they cleared their cache or reset their browser. Agents no longer need to reconfigure their preferences after a reset, which reduces their setup time and improves workflow efficiency. This feature helps provide a more stable and reliable experience for managing personalized agent settings across sessions.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Workflow triggers for external user presence events
Administrators can now trigger Architect workflows based on user presence events from UC integrations like Microsoft Teams, Zoom, or 8x8, in addition to Genesys Cloud events. This update enables organizations to automate processes via presence events from external platforms, which enhances integration flexibility and streamlines workflows that trigger by user status changes.
One of the following licenses:
- Collaborate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
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.
