New support workflow for Genesys Cloud Pro+ organizations
The Report an Issue form now routes submissions to your organization’s designated recipient for Tier 1 support.
Collaborate
New features and functionality
New UI for profile setup
Profiles had a makeover and allow for easier editing.
Video chat pop-out window
Keep multiple chat rooms open at the same by using the /popout command to launch any chat room in a new window.
Contact center and Communicate
New features and functionality
Group ring
Group ring features are available to Communicate and Engage organizations. Refer to the Set a group phone number article for details.
Assigning a DID to a group allows for up to 1000 members in that group to be called from an internal or external caller. Assigning an Ext. to a group allows for internal organization callers to ring the group.
When the group DID/Ext is called, 15 users within the group are simultaneously rung at a time. The first user that picks up the call connects and all other users stations stop ringing.
Users in the group are alerted for a default of ~12 seconds, if no one picks up the call, then the next set of 15 users in the group are alerted. This continues until the group has been alerted for ~120 seconds, all users in the group have been alerted, a user in the group picks up the call, or the caller hangs up.
Up to 1000 users in a group are chosen at random to receive a group ring call for the group.
Users that are alerted for a group ring call see a visual representation in the UI indicating that the incoming call is for a group and the group name displays.
Call history of a user alerted as part of a group ring will reflect the group that was called. The group that was called is displayed for both missed calls and answered calls.
A user with call forward enabled will not be rung as part of the group ring.
Whatever station the user is associated with are rung as part of the group ring (for example, if a remote station is configured that remote’s station is alerted).
Ability to copy interactions through the Agent UI
Agents now have the ability to copy the URL of the Interaction they are on into Clipboard. A new icon has been added next to the name field which allows the Agent to copy the URL. The URL will open the Interaction screen of this specific Interaction.
Integrations
New features and functionality
Single Sign On support for Okta
Provides the ability to configure Single Sign On with identity provider Okta. Okta can be used as the SSO provider for Web and Desktop applications as well as the Android and iOS mobile apps.
Enables users with company Okta accounts to use Single Sign On features when logging into Genesys Cloud applications.
Single Sign On support for SFDC
Provides the ability to configure Single Sign On with identity provider SFDC. SFDC can be used as the SSO provider for Web and Desktop applications as well as the Android and iOS mobile apps.
Enables users with company SFDC accounts to use Single Sign On features when logging in to Genesys Cloud applications.
Genesys Cloud for Salesforce
Transfer workspace when performing transfer.
Additional advanced activity attribute (call duration and after-call time) mapping to map interaction attributes to Salesforce attributes.
Enhanced screen pop from ANI functionality by customizing country codes to remove before the integration searches Salesforce for the ANI.
