Genesys Cloud FedRAMP region – August 26, 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.
Queue segmentation of canned responses
Administrators can now assign canned response libraries to queues and limit the number of responses that appear on the interaction panel. During an interaction, agents can only view responses from libraries that belong to the queue to which they are logged on. This feature enables agents to quickly sort through canned responses, especially when the repository is large.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
Work Automation performance views enhancements
Administrators can now use new metric columns, including Terminated, Answered, Total Hold, and Avg Hold, in the Workitem Queue Performance and Workitem Agent Performance views. These new metrics provide supervisors and administrators with more data to assess and manage workflows effectively. Also, the improved filter ordering feature ensures consistency for filtering data across related workitem views. This enhancement promotes a more streamlined and accurate analysis of work automation in Genesys Cloud and improves overall usability and insight into performance.
Where:
- Performance > Workspace > Contact Center > Workitem Performance.
- Performance > Workspace > Contact Center > Agent Workitems Performance.
- Performance > Workspace > Contact Center > Agent Workitems Performance, and click an agent's name.
- Performance > Workspace > Contact Center > Queue Workitems Performance.
- Performance > Workspace > Contact Center > Queue Workitems Performance, and click a queue's name.
One of the following licenses:
- Work Automation Add-on
Read more:
Reconnect and reply to closed email
Agents can now use the Reconnect conversation icon to reconnect and reply to previously closed email interactions. Users can access the reconnect conversation functionality from the Agents Interactions Detail view, Campaign Interactions Detail view, Content Search view, Interactions view, My Interactions view, and Queues Interactions detail view. This feature enables agents to easily continue conversations and aims to provide improved efficiency, continuity, and responsiveness in customer interactions.
Where:
- Performance > Workspace > Contact Center > Interactions.
- Performance > Workspace > My Performance > My Interactions.
- Performance > Workspace > Speech and Text Analytics > Content Search.
- Performance > Workspace > Contact Center > Agent Performance. Choose agent/agents and then click Interactions tab.
- Performance > Workspace > Contact Center > Campaign Performance. Choose campaign/campaign and then click Interactions tab.
- Performance > Workspace > Contact Center > Queue Performance. Choose queue/queues and then click Interactions tab.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
Skills-based dialing in Power and Predictive outbound campaigns
Administrators can now assign agents to outbound records that require specific skills or a set of skills in Power and Predictive outbound campaigns, in addition to Preview and Progressive outbound campaigns. This feature ensures that calls route to agents with the appropriate skills and introduces a method to throttle agent and skill combinations. Skills-based dialing aims to minimize the chances of abandoned calls and improve efficiency, regardless of volume, in automated campaigns.
Where:
- Admin > Outbound > Campaign Management > Voice Campaigns tab
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Granular campaign control permissions
Administrators can now assign individual permissions to start, stop, and recycle campaigns. This feature enables administrators to grant campaign management access to non-administrative personnel who do not need to modify more critical settings such as contact lists, or caller ID information. This added granularity ensures that only authorized users can alter campaign configurations and allows others to manage day-to-day campaign activities, which improves security and compliance. The new permissions are:
- Outbound > Campaign > Start
- Outbound > Campaign > Stop
- Outbound > Campaign > Recycle
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Genesys Cloud CIDR expansion and firewall requirements
Genesys Cloud's FedRAMP media services will fully migrate FedRAMP | US East 2 (Ohio) to a Genesys-owned Classless Inter-Domain Routing (CIDR) block. Genesys is also expanding the RTP port range. These changes will occur during service deploys in the FedRAMP region maintenance window during the week of August 26th. The Genesys Cloud CIDR range for FedRAMP is (164.152.64.0/22). For daily status updates, see the Genesys Cloud System Status link in Additional details.
One of the following licenses:
- All licenses include this feature.
Read more:
Real time alerts for out of adherence status
Supervisors and agents can now create alerts for employee engagement metrics. This feature provides the ability to generate alerts when agents exceed out-of-adherence status duration thresholds. Previously, supervisors and agents could only create alerts for conversation metrics and presence metrics.
Where:
- Performance > Workspace > Other > Alert Rules
One of the following licenses:
- All licenses include this feature.
Read more:
Flexible text-to-speech (TTS) engine selection in Architect flows
Flow authors can now use any voice that a native text-to-speech (TTS) engine or an enabled third-party TTS integration supports, regardless of the Architect flow's default language. Organizations can select the most suitable TTS engine for their needs. This feature aims to provide improved flexibility and cost reduction in text-to-speech communications and to enhance the customer experience.
Where:
- Admin > Architect > Architect > [Flow Type] > Supported Languages
One of the following licenses:
- All licenses include this feature.
Read more:
Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
Flow authors can now configure Architect voice and bot flows to jump to a task after recognition failure and upon agent escalation. Flow authors can leverage actions such as Evaluate Schedule Group to assess the availability of a queue before the interaction transfers to an agent. This feature ensures a seamless user experience, enhances the effectiveness of automated interaction, and minimizes potential delays in agent handoff.
Where:
- Admin > Architect > Architect > [Bot Flow or Digital Bot Flow] > Settings > Event Handling
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
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.
