Contact center

Outbound SMS on behalf of a queue

Administrators and contact center managers can now assign an SMS number for outbound SMS messages during queue configuration. This feature allows agents to create outbound SMS messages on behalf of a queue. For more information, see Create and configure queues and Send an outbound message on behalf of a queue.

External contact search for messaging channels

Genesys Cloud now captures information from message interactions to compile matching external contacts. Genesys Cloud searches messaging channel fields for a match on the search value. This feature allows agents to access and view external contact matches when answering message interactions. For more information, see Find, view, and verify a contact’s profile and Search for a contact’s profile.

Change agent’s status in Queues Activity Detail view

Contact center supervisors can now change an agent’s status, secondary status, and on-queue status in the Queues Activity Detail view when agents forget to change their status during a break or at the end of a shift. This feature prevents interactions from routing to unavailable agents and helps maintain agent schedule adherence. For more information, see Change an agent’s status

View export for Agents Queues Detail view

Contact center managers can now export data to a CSV file from the Agents Queues Detail view. Managers can share the exported file with others in the contact center and use it to further analyze contact center performance. For more information, see Export view data.