Genesys Cloud - February 16, 2022

Contact center

Workforce management adherence reporting usability enhancements

Administrators and contact center supervisors can now view updates to the Real-Time Adherence view. These changes include minor updates to ensure consistency between views and to improve the use of column sort and filter options. For more information, see Filter and sort workforce management items. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Not Responding filter and columns in Interactions views

Contact center managers and supervisors can now use the Not Responding filter to view interactions that agents do not answer, causing the interaction to transition to Not Responding in the Interactions view, Agents Interactions Detail view, and Queues Interactions Details view. Managers can also view columns that list agents not responding and the number of times an agent did not respond. For more information, see Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.