Genesys Cloud
groupId now populated for subsequent participant segments

In a future release, Genesys Cloud will populate the groupId for subsequent participant segments in group call scenarios. Previously, when a voice interaction was sent to a queue and then forwarded to a group that is configured for voice rings, the groupId was not carried forward to the segments for subsequent group members. Today, the queueId already carries forward to participant segments. This update introduces the same behavior for groupId, ensuring consistency and improving reporting accuracy.

Why this is useful

• More accurate reporting – Supervisors can now filter out irrelevant Not Responding events linked to group rings, so metrics reflect only meaningful business activity.
• Better visibility for admins – Business admins can identify which calls were associated with a group, enabling more reliable reporting and data visualizations in third-party tools.
• Platform consistency – Aligns the treatment of groupId with existing behavior for queueId, reducing confusion and misreporting.

Who benefits

• Supervisors – Gain the ability to create cleaner, more accurate Not Responding reports.
• Business administrators – Can filter and track group-related activity across reporting and BI tools.
• Agents – Benefit indirectly through improved reporting accuracy, which informs better decision-making.