New features and functionality

  • Activity indicators
    • We added a layer of insight into your peers’ availability. Activity indicators now display when business users are on calls and when agents are handling various media types such as ACD interactions and web chats.
  • Persistent Out of Office status
    • When Out of Office is the selected status, it now remains visible to your peers when you are both offline and online. Out of Office remains your status until you select a different status.


Genesys Cloud for Zendesk

  • Initial release of Genesys Cloud for Zendesk. Includes support for call controls, agent statuses, call attributes, screen pop, click-to-dial, and after-call work of wrap-up categories.