Genesys Cloud FedRAMP region – April 22, 2024
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Analytics data masking options
Administrators can now use data masking options to mask and unmask PII-related data within Analytics Workspace views. This feature allows administrators to control who can see unmasked phone numbers and email addresses in the My Interactions view. Masking is enabled by default and can be disabled within an organization’s analytics admin settings.
Where:
- Admin > Contact Center > Analytics
One of the following licenses:
- All licenses include this feature.
Read more:
Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
Sentiment and agent empathy analysis support is now available in early preview for Danish Denmark (da-DK), Finnish Finland (fi-FI), Hebrew Israel (he-IL), Norwegian Norway (nb-NO), Polish Poland (pl-PL), and Swedish Sweden (sv-SE) languages. Sentiment analysis detects negative and positive sentiments in transcripts, and agent empathy analysis detects empathetic and unhelpful phrases in transcripts.
Where:
- Admin > Quality > Sentiment Feedback
One of the following licenses:
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
Read more:
Improved sentiment analysis for French and Spanish languages
Genesys Cloud improved sentiment analysis and added support for agent empathy analysis for French and Spanish dialects.
Where:
- Admin > Quality > Sentiment Feedback
One of the following licenses:
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
Read more:
Agent empathy analysis
Genesys Cloud now measures and reports on agent empathy in their interactions with customers. The reporting results help analysts improve performance management, agent evaluation, coaching, and training to improve the overall customer experience. This feature reinforces a Genesys core value to embrace empathy and enables organizations to provide a favorable customer experience with empathy as the focus.
One of the following licenses:
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
Read more:
Headset call control buttons in embedded clients
Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients. Previously, agents could not use headset hardware to perform these functions.
One of the following licenses:
- Communicate
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
Read more:
Intent health in Architect bot flows and digital bot flows
Flow authors can instantly assess intent and training utterance health in Architect bot flows and digital bot flows. This feature guides flow authors as they build out intents and provides the tools they need to more easily and accurately improve the performance of intents and training utterances.
Where:
- Admin > Architect > Architect > [Bot Flow or Digital Bot Flow] > Natural Language Understanding > Intents
One of the following licenses:
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX AI Experience
Read more:
- Genesys Cloud enables features for release beginning Monday and by end of day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
