Removal of credit card numbers from chat interactions

For regulatory and compliance requirements and to reduce the likelihood that agents in Engage chat interactions are inadvertently exposed to sensitive financial information, the Genesys Cloud web and desktop apps now filter chat messages to redact numerical strings that may be associated with credit card numbers (16-digit strings, for example). For more information, see Sensitive information filtering. Engage administrators can also configure custom mask patterns using the Developer API. For more information, see Web Chat in the Developer Center.


Genesys Cloud Edge Standard V2 LCD 

The next generation of the Genesys Cloud Edge Standard is now available. Genesys Cloud Edge Standard V2 offers the enterprise-class power and storage that large customers need. For more information, see Edge documentation resources.

Contact center

Workforce management training modules

Six workforce management eLearning modules are now available to present workforce management concepts and walk users through tasks, such as schedule creation for contact center agents and management of time off requests. For more information, see the Genesys Cloud course list.