Genesys Cloud - December 2, 2020

Communicate

Genesys Cloud Voice in Austria, Poland, and Portugal

Genesys Cloud Voice, the 100% cloud-based solution using Genesys Telecom for phone service, is now available in Austria, Poland, and Portugal. Services are provided out of the AWS EU (Ireland) region. For more information, see About Genesys Cloud Voice. This feature has no restriction by user or required user to access.

BYOC Cloud certificate renewal

Genesys will renew the BYOC Cloud TLS X.509 certificates on January 27, 2021. Customers with a secure TLS trunk with BYOC Cloud should make sure that they configured the endpoint to trust the Genesys public issuing certificate authority, root DigiCert High Assurance EV Root CA, and not the Genesys server certificate or intermediate issuer. For more information about trusting the correct root certificate, see TLS trunk transport protocol specification. This feature has no restriction by user or required user to access.

Contact center

Granular permissions for scheduling, call routing, and emergencies

Genesys Cloud now contains a granular, more detailed collection of permissions required to access schedules, schedule groups, call routes, and emergency groups. This feature gives administrators and contact center managers greater control over the routing features that users can access and configure in Genesys Cloud. Previously, these areas required only the Telephony > Plugin > All permission. To facilitate a seamless transition, the system automatically migrates the new permissions to existing users based on current permission assignments. The Telephony > Plugin > All is still required to make call routing changes. For more information, see About routing. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Performance dashboards enhancements

Contact center managers and supervisors now have additional user and queue metrics for dashboard chart and metric widgets. User metrics include new agent status and agent adherence metrics. Queue metrics include new minimum and maximum metrics, and a new Met SLA metric. Managers and supervisors will also see usability improvements when selecting filters and configuring metrics for widgets. For more information, see Add and edit Performance Dashboards. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

New columns in agent views

Contact center managers and supervisors can now view additional metrics in new real-time and historical columns in agent views. The new real-time columns include metrics for Agent Adherence, Duration, Interactions, and more. The new historical columns include agent metrics for Minimum and Maximum Alert, Answer, Handle, Talk, Hold, and more. Additional columns are available for Blind Transfer and Consult Transfer metrics. For more information, see Agents Performance Summary view, Agents Performance Detail view, Agents Status Summary view, and Queues Agents Detail view. This feature requires one of the following subscriptions: Genesys Cloud User 1 or Genesys Cloud User 2.

Journey aggregate query enhancement in Analytics API

Genesys enhanced the Predictive Engagement journey aggregate query in the Analytics API with new outcome attribution metrics. For more information, see Journey aggregate query and /api/v2/analytics/journeys/aggregates/query in Analytics in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.