Genesys Cloud FedRAMP region – January 10, 2024

Assign divisions to secondary statuses

Administrators can now enable divisions for secondary statuses, enforce divisional access control, and create up to 30 secondary statuses per primary status in Genesys Cloud. For more information, see Add secondary statuses for a primary status, Assign divisions to existing secondary statuses, Enable multi-factor authentication, Reset MFA devices of users, and Overview of All division assignment. This feature has no restriction by user or required user to access.

Multi-factor authentication (MFA) for Genesys Cloud

Administrators can now enable multi-factor authentication (MFA) for Genesys Cloud users. Genesys MFA uses a time-based one time password (TOTP) as a second method of user authentication. MFA requires users have an app or device that supports TOTP configured for their account. When they log in, in addition to their password, they will be prompted for their MFA code. For more information, see Add secondary statuses for a primary status, Assign divisions to existing secondary statuses, Enable multi-factor authentication, Reset MFA devices of users, and Overview of All division assignment. This feature has no restriction by user or required user to access.

Division-aware configuration objects default to all divisions

Genesys Cloud now assigns new configuration objects to All divisions by default when they extend division awareness to those objects. Previously, Genesys Cloud automatically assigned those configuration objects to the Home division. For more information, see Add secondary statuses for a primary status, Assign divisions to existing secondary statuses, Enable multi-factor authentication, Reset MFA devices of users, and Overview of All division assignment. This feature has no restriction by user or required user to access.

Improved digital agent-to-agent transfer

Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted. For more information, see Transfer a digital interaction. This feature requires 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, or Genesys Cloud CX 3 Digital.

New speech and text analytics permissions

Genesys Cloud added the Speech and Text Analytics > Data > View permission that administrators and supervisors can use to give agents access to transcripts, topics, and sentiment data. The existing Recording > Recording > View or the Recording > Recording Segment > View permission now allow agents access to the interaction recording only. These updates allow for more granular control over the data that agents can view. For more information, see Work with an interaction overview and Grant agents access to their own interactions and recordings. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Open interactions in a new Analytics workspace tab

Genesys Cloud now opens the interaction detail page in a new tab in the analytics workspace. This feature allows users to easily transition between the interaction list view and the interaction detail view. For more information, see Content Search view , Interactions view, and My Interactions view . This feature has no restriction by user or required user to access.

Agent empathy analysis API for English transcripts

Administrators can now use agent empathy analysis to gauge the level of empathy and emotional intelligence during interactions with customers. Agent empathy analysis assigns an overall empathy score to each agent’s response that measures the degree of empathy that the agent conveys. This feature enables administrators to gain insight about the agent’s ability to understand and relate to customer emotions and concerns. For more information, see Understand agent empathy analysis. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

View daily agent login and logout activity for multiple agents

Supervisors can now access login and log out information for multiple agents for up to 30 days when they select View as Group in the agent status detail export function. For more information, see Agents Status Detail view and Export view data. This feature has no restriction by user or required user to access.

Triggers UI improvements

Administrators can now use all supported features in the Triggers API directly within the UI. This feature encompasses the use of JSON Output as a data type, along with the configuration options for Delayed Start and TTL timing in triggers. For more information, see Overview of triggers. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Architect data tables user interface updates

Genesys Cloud updated the Architect data tables in the user interface views to provide a more visually intuitive experience. The existing functionality remains unchanged. For more information, see Work with data tables. This feature has no restriction by user or required user to access.