Genesys Cloud FedRAMP region – December 2, 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.
Audit Viewer granular detail of role changes
Audit Viewer now automatically contains role change details about the permissions that administrators, managers, supervisors, or Genesys adds or removes, including system changes affected by the Genesys backfill process. This enhancement provides additional traceability for role changes and enables administrators to review granular changes about permission additions or removals. This update requires no configuration to enable.
One of the following licenses:
- All licenses include this feature.
Read more:
View Mobile Journey Tracking for enhanced agent insights
Administrators can now enable journey tracking capabilities in mobile applications, allowing agents to view detailed information about a visitor’s mobile session and navigation within the app. When journey tracking is active in a native mobile application on iOS or Android, agents can view a visual representation of the customer’s app journey within the Journey panel on the agent desktop. This feature includes details of app visits and navigation paths, helping agents better understand the customer’s behavior and needs. With mobile journey tracking, agents gain valuable insights into the customer’s in-app experience, enabling them to provide informed and personalized assistance. This additional context helps improve issue resolution times.
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:
Web messaging Hungarian, Ukrainian, and Vietnamese support
Genesys Cloud now supports Hungarian (hk), Ukrainian (uk), and Vietnamese (vi) in the Messenger window.
Where:
- Admin > Message > Messenger Configurations
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:
Preview active emails in queue and parked emails
Supervisors can now preview the content of active emails before assigning them to themselves or other agents. This new feature provides clear visibility into email content, helping supervisors to make informed decisions about workload distribution. Email interaction transcripts can be reviewed directly within the following key Performance Workspace views enabling supervisors to assess content complexity and assign emails efficiently, ensuring faster response times and high-quality customer service.
- Queue Activity Detail
- Queue Interaction Detail
- Interactions
- Agent Interaction Detail
Where:
- Performance > Workspace > Contact Center > Agent Performance, click an agent’s name, and then the Interactions tab.
- Performance > Workspace > Contact Center > Interactions.
- Performance > Workspace > Contact Center > Queue Activity, click a queue’s name.
- Performance > Workspace > Contact Center > Queue Performance, click a queue’s name, and then the 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:
Collaborate chat hyperlink ability
Genesys Cloud Collaborate now includes the ability to add clickable links within messages. The hyperlink-enabled chat option enables users to improve communication by allowing links to share resources, reference websites, or guide peers to important documents. This feature streamlines information sharing, ensures that teams can access external content effortlessly without the need to copy and paste URLs, and makes collaboration more efficient and effective.
- 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.
