Genesys Cloud FedRAMP region – December 16, 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.
Define ring membership by queue
Administrators can now add groups to queue membership and assign them to corresponding bullseye routing rings. This feature enables administrators to add groups to increase the pool of agents, rather than stripping skills away. The process of assigning groups to bullseye routing rings and keeping the assigned skills intact can be used in conjunction with Genesys Cloud workforce planning tools.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Division-based Schedule view
Administrators can now filter schedules by division in the calendar view. A new drop-down menu on the schedules page allows users with appropriate permissions to view and manage schedules specific to a chosen division. This improvement helps administrators focus on schedules relevant to a particular line of business, providing greater granularity and efficiency in campaign management. Previously, schedules appeared without division-specific filtering. By enabling division-based filtering, this feature improves the user experience for organizations with access to multiple divisions.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Bulk workitem termination
Administrators, supervisors, and agents with appropriate permissions can now close multiple workitems simultaneously in the List view. This feature helps improve efficiency by allowing bulk actions instead of managing workitems individually. Existing prerequisites for closing individual workitems still apply to bulk operations.
Improved Content Search view
Administrators can now view consolidated conversation records in the content search. In the improved content search view, each unique conversation ID now appears as a single record. If multiple transcripts are associated with the same conversation ID, they appear as nested subrows under the main record. This change helps users reduce duplicate entries, making it easier to analyze conversation data at a glance. The improved structure also simplifies reporting and ensures that related transcript details remain organized under the relevant conversation.
Where:
- Performance > Workspace > Speech and Text Analytics > Content Search.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
Read more:
Topic miner Dutch language support
Topic miner is now available in Dutch (nl-NL) dialects. This feature enables administrators and analysts to to mine for topics in these dialects across all media types in order to gain insights into emerging topics.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud EX
Read more:
Workforce management activity smoothing and schedule variability
Workforce management administrators and schedulers can now choose to invoke activity smoothing at the business unit or management unit level, or to aim for consistent service goals that reduce the possibility of agents being scheduled for offline activities at the same time. The Schedule Variability setting enables administrators and schedulers to increase the randomness between schedules and provide more varied shift combinations.
Where:
- Admin > Workforce Management > Schedules
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
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.
