Genesys Cloud FedRAMP region – July 8, 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.
Real-time alerting based on agent’s after call work duration
Supervisors can now receive real time notifications when an agent spends more time in the after call work than a specified duration. This feature enables supervisors to keep track of the agent’s performance.
Real-time alerting for waiting interactions
Supervisors can now receive real time notifications when too many interactions wait in a given queue. This feature enables supervisors to set an alert for the number of waiting interactions in the queue and then determine how to respond; for example, assign additional members to the queue.
Where:
- Performance > Workspace > Other > Alert Rules.
One of the following licenses:
- All licenses include this feature.
Read more:
Configure rules for any user within a work team
Supervisors can now configure rules for any user within a work team. This feature enables supervisors to establish alerting criteria at the work team level, ensuring that these rules apply universally to all users within that specific work team.
Topic miner German, Italian, and Portuguese language support
Topic miner is now available in German Germany (de-DE), Italian Italy (it-IT), Portuguese Brazil (pt-BR), and Portuguese Portugal (pt-PT) 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.
Where:
- Admin > Quality > Topic Miner
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:
Dynamic documentation and trigger enablement for the Operational Console
Administrators can now benefit from significant usability enhancements in the Genesys Cloud Operational Console. The updated Operational Console page includes dynamic documentation, which helps users view operational event-related troubleshooting details directly from the Event Catalog. Previously, troubleshooting required navigating through static documentation or external resources. With dynamic documentation, users have immediate access to relevant information that helps to streamline the troubleshooting process. Operational events are now integrated into process automation triggers. This feature allows administrators to configure Architect workflows to respond to these events and make the system more responsive and adaptive to operational changes. Also, users of the Operational Console can now multi-select or multi-deselect event definition IDs to filter operational events. This improvement provides greater flexibility and precision in monitoring and managing events.
One of the following licenses:
- All licenses include this feature.
Read more:
Enable automatic capture of console logs for troubleshooting
Administrators can now enable automatic log capture for 24 hours for specific users in Genesys Cloud. When the log capture feature is enabled, the console logs are available for inspection or download. This feature simplifies the process for users to share logs with Customer Care as they no longer have to manually gather their console logs.
One of the following licenses:
- All licenses include this feature.
Read more:
Trade alternative shifts for enhanced workforce management shift management
Administrators and contact center supervisors can now allow agents to request to trade with the system when they require a short-notice shift change or when other shift trades are unavailable. This feature provides a reliable alternative to manage unexpected scheduling conflicts and offers agents a flexible option to address their immediate needs. Previously, agents relied on shift trades with a colleague. Workforce management evaluates daily the shift combinations generated during schedule generation and then identifies potential trade opportunities based on the updated forecast, staffing requirements, schedule changes, and service goal impacts. This continuous evaluation ensures optimized shift trades for both employee satisfaction and operational efficiency, within the limits configured by the Administrator. Administrators can enable this feature within business unit configuration via the new Alternative shifts tab.
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
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Deprecation: Legacy historical adherence query route
On July 8, 2024, Genesys will deprecate the legacy historical adherence route across management units and replace it with new bulk routes. Genesys recommends that customers who use the legacy route transition to the new bulk routes. Genesys will lower the rate limit for the deprecated route, but will not change the rate above the new limit for existing customers who currently call the deprecated route.
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:
Japanese translation of the Export report
The Japanese translation of the Export report is now consistent in the Genesys Cloud user interface.
- 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.
