Genesys Cloud FedRAMP region – October 14, 2024

Telephone resource limits in Admin UI

Administrators can now view telephony resource limits directly in the admin UI. This feature provides visibility into external and phone trunks, sites, phone lines and settings, extension assignments, schedules and schedule groups, call routes, and emergency groups. With this update, telephony administrators can monitor resource usage, helping them analyze current capacities and make informed decisions regarding resource allocation and management.

Rule conditions and advanced capabilities for campaign rules

Administrators can now apply additional rule conditions and advanced features when they configure campaign rule sets. The new conditions include the count of contacts attempted, successful, neutral, or failed business outcomes, right-party contacts, and the percentage of valid campaign attempts. This feature provides administrators with greater flexibility as they define when and how rules trigger within campaigns. Administrators can also group conditions and control action execution more precisely and configure actions based on specific campaign events.

Identifier claim management for external contacts

Administrators can now view and manage identifier claims more effectively with new iconography in the Profile panel and External Contacts view. The icons indicate whether social, email, and phone identifiers are claimed by a contact, which enables users to view the status of these identifiers at a glance. Administrators can also reassign identifier claims from one contact to another, in the External Contacts view.

Park email interactions

Agents can now park or pause ongoing email interactions when they need more time to gather information, consult with others, or delay their response for any reason. This feature enables agents to temporarily set aside an email without impacting their availability for other interactions. Agents now have the ability to park email interactions and return to them later, manage email drafts and pick up where they left off when they return to the parked email. Supervisors can now see which emails are active and parked, and monitor or reassign these interactions if necessary. 

Supervisor access to voicemail metrics

Administrators can now enable supervisors to access detailed voicemail information for their agents through secure API endpoints. This update provides supervisors with the ability to retrieve voicemail mailbox details and individual voicemail messages, helping to improve tracking and accountability within the organization. With the introduction of two new API endpoints, supervisors can now:

• Retrieve a list of voicemail messages for a specific user using GET /api/v2/voicemail/users/{userId}/messages.
• Access details about a specific user's voicemail mailbox using GET /api/v2/voicemail/users/{userId}/mailbox.

This feature enhances organizational efficiency by allowing supervisors to track key metrics such as Read Voicemail, Deleted Voicemail, and Note Written for Voicemail, along with their time stamps. Also, the support for Client Credentials grants secure API authentication, ensuring that only authorized personnel access voicemail information. Division-aware permissions control access, allowing for tailored oversight based on organizational structure. The feature toggle allows for a controlled rollout and management of this capability.

Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views

Administrators can now access interval level performance metrics that consistently align between the Intraday Monitoring and Schedule editor views. This feature standardizes performance projections across both interfaces by displaying uniform dynamic service level data. This feature helps to ensure that administrators have a consistent view of service level predictions, which can improve decision-making and workforce planning accuracy.

Manually assign work plans with future effective dates

Administrators can now assign employees to work plans with a future effective date using manual assignment. This feature allows administrators to set up work plan changes in advance, making it easier to manage planned transitions like shifts from full time to part-time schedules. The schedule engine automatically applies these updates during future schedule generation, reducing the need for same-day changes and minimizing manual workload.