Genesys Cloud FedRAMP region – July 29, 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.
Export panel enhancements
Genesys Cloud enhanced the general usability of the export panel to increase customer engagement, retention, workspace adoption, and customer satisfaction. This feature enables administrators and supervisors to format export duration columns using seconds or H:M:S as one of the time values. Previously, administrators and supervisors could only use HH:MM:SS or milliseconds to format the duration columns.
Dynamic time zone settings in workspaces and views
Genesys Cloud now enables users to set time zones at both workspace and view levels. This feature empowers users to create, save, and export identical reports for different time zones.
Where:
- Performance > Workspace > Time zone menu
One of the following licenses:
- All licenses include this feature.
Read more:
Analytics views column picker improvements
The new Analytics views column picker enables administrators, supervisors, and agents to order or reorder columns and group them by categories. This enhancement provides a more user-friendly experience and better accessibility. Previously, users could not group by categories when sorting or reordering columns.
Where:
- Performance > Workspace > Speech and Text Analytics > Agent Topics. Performance > Workspace > Employee Engagement > Agent Development.
One of the following licenses:
- All licenses include this feature.
Read more:
Improved interval granularity for ad-hoc exports
Contact center managers and supervisors can now select various interval lengths for a selected time period during ad-hoc exports. This feature enhances control over exported data and offers more granular insight for larger time periods.
Introducing digital performance monitoring views
Supervisors and managers can now use the new digital performance monitoring views to monitor agent and queue performance of digital interactions, such as email and messages. This feature enables supervisors to make quick agent and queue management decisions based on how these resources handle digital interactions.
Where:
- Performance > Workspace > Digital > Email Agent Performance.
- Performance > Workspace > Digital > Email Agent Performance, and click an agent.
- Performance > Workspace > Digital > Email Queue Performance.
- Performance > Workspace > Digital > Email Queue Performance, and click a queue.
- Performance > Workspace > Digital > Message Agent Performance.
- Performance > Workspace > Digital > Message Agent Performance, and click an agent.
- Performance > Workspace > Digital > Message Queue Performance.
- Performance > Workspace > Digital > Message Queue Performance, and click a queue.
One of the following licenses:
- All licenses include this feature.
Read more:
Utilization labels for Click to Dial API
Developers can now use Utilization Labels in the Embeddable Framework and Salesforce Click to Dial API to control the number of interactions that route to an agent. Each user-created label now contains a unique capacity and interruptibility settings, which provide more refined control over agent utilization. Developers can configure Genesys Cloud to attach identifiers, such as a complexity score, to conversations. For example, an agent may be restricted to handling only two interactions with a high complexity score at any given time. This enhancement helps agents to focus on higher-priority tasks when necessary and also bridges platform functionality with integration features, which improves resources efficiency and agent workload management.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Genesys Cloud Workforce Management work plan bidding
Supervisors can now create new work plan bids to allow agents to bid for their preferred work plans. Agents can set their preferences among the available work plans, which then automatically allocates, based on bid settings and user rankings. With this new feature, administrators gain the ability to override the system's allocations. They can manually modify the assignments before they publish the results, which ensures that the work plans meet all organizational needs and preferences. This flexibility allows for better alignment of work schedules and agent availability, leading to improved operational efficiency and agent satisfaction.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
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.
