Genesys Cloud FedRAMP region – August 19, 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.
Improved summary row display in analytics performance views
Administrators can now manage analytics performance views more effectively with the new feature that hides the summary row when aggregate data is unavailable. This update ensures that the summary row only appears when there is actual data to display and gives users a clearer and more accurate representation of the available data. Previously the summary row was shown and indicated that users could apply more filters, regardless of aggregate data availability.
Where:
- Performance > Workspace > Contact Center > Agent Performance.
- Performance > Workspace > Employee Engagement > Agent Evaluation.
- Performance > Workspace > Contact Center > Agent Status.
- Performance > Workspace > Employee Engagement > Agent Development.
- Performance > Workspace > Speech and Text Analytics > Agent Topics.
- Performance > Workspace > Digital > Email Agent Performance.
- Performance > Workspace > Digital > Message Agent Performance.
- Performance > Workspace > Contact Center > Queue Performance.
- Performance > Workspace > Digital > Email Queue Performance.
- Performance > Workspace > Digital > Message Queue Performance.
- Performance > Workspace > Contact Center > Queue Routing Performance.
- Performance > Workspace > Speech and Text Analytics > Queue Topics.
- Performance > Workspace > Contact Center > Campaign Performance.
- Performance > Workspace > Contact Center > Agent Workitems Performance.
- Performance > Workspace > Contact Center > Queue Workitems Performance.
One of the following licenses:
- All licenses include this feature.
Read more:
Enhanced search capability within skill expression groups
Administrators can now search skill expression groups from the Admin > Directory > Groups page and when they add groups in the Admin > Queue > Members page. Genesys Cloud sorts the list of skill expression groups alphabetically by name.
Where:
- Admin > Directory > Groups
- Admin > Contact Center > Queues > [selected queue ] > Members tab
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Skill expression groups
Administrators can now create skill expression groups with dynamic membership based on ACD skill conditions definitions. Skill expression groups include skill and proficiency. This feature enables administrators to define interaction routing based on agent proficiency.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
New search endpoint
Developers can use the new Search endpoint to gain near real-time access to all participant attributes on a conversation. Attribute data is searchable conversation by conversation, up to 50 conversations, or over a time interval. The new Search endpoint allows developers to pair results with the analytics/conversations/details endpoint to retrieve all conversation data, including attribute data, in real time and then join that data in their own data lakes. Conversation data is available for up to 31 days. Organizations must request activation of this endpoint through their account team or Product Management. After the endpoint is enabled, all new conversations write data to this endpoint. Genesys monitors the use of this endpoint for organizations that enable it and disables the endpoint if there is no activity.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Success, Neutral and Failure classifications in wrap up code mappings
Administrators can now define and categorize Right Party Contact (RPC) outcomes as success, neutral, or failure directly within wrap up code mappings, which reflect in real-time monitoring performance dashboards.
Where:
- Admin > Outbound > Wrap-up Code Mappings
- Performance > Outbound Campaigns
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Configurable voicemail forwarding for presence states
Administrators can now choose to automatically forward Communicate calls directly to a user's voicemail based on specific primary presence statuses. These statuses include Offline, Busy, Away, Break, Meal, Meeting, Training, or On Queue. Also, secondary presence statuses inherit the voicemail forwarding settings of their associated primary presence statuses. This update provides administrators with the ability to customize the statuses that trigger automatic forwarding. This flexibility ensures that calls are managed according to individual and organizational preferences, to improve workflow efficiency and reduces interruptions during critical tasks. Previously, only the Busy presence status automatically directed calls to a user's voicemail.
One of the following licenses:
- All licenses include this feature.
Read more:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the 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.
