Limited PII masking in Performance views and exports
Administrators and contact center managers can now limit agent exposure to Personally Identifiable Information (PII) by masking the ANI and DNIS phone number data in select Performance views and exports. Enabling masking does not impact storage of this information, which may still be visible to users in other scenarios, such as supervisors monitoring Performance dashboards. For more information, see Limited PII masking in Performance views and exports. This feature has no restriction by user or required user to access.
Access to agent management across divisions
Administrators now need permission to view the divisions associated to agents they want to manage. This agent management includes add, view, search, edit, or delete agents in queues, as well as assign or remove ACD skills and languages. This constraint ensures that data is properly separated by divisions, interactions route to appropriate agents in or across business units, and information is accurately segmented and reported. For more information, see Manage access to individuals based on division membership. This feature has no restriction by user or required user to access.
Manually assign interactions across queues
Contact center supervisors with the appropriate permissions can now manually assign interactions that are waiting in a queue to agents in other queues. Previously, supervisors were limited to same-queue assignments. For more information, see Manually assign waiting interactions. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Polish programs, topics, and phrases support
Programs, topics, and phrases support is now available for Polish (pl-PL). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.
API endpoint change for supported topic spotting dialects
On February 2, 2022, Genesys replaced the endpoint used to retrieve the supported topic spotting dialects list. For more information, see API endpoint change for supported topic spotting dialects. This feature requires the following subscription: Genesys Cloud User 3.