Genesys Cloud FedRAMP region – October 21, 2024

Barge-in capability for supervisors and administrators

Supervisors and administrators can now barge into their agents' voice conversations. This new feature allows supervisors to join calls as active participants and provide real-time assistance and control when needed directly from the Interactions Details page. Alongside the existing Monitor and Coach options, this new control is available for agents who are actively on a call. After a supervisor barges in, they automatically connect to the call and can view call details via a new entry in the ACD Interactions pane on the agent's UI. This capability also grants supervisors the same controls as the agent, such as transfer and conference options. Previously, supervisors could monitor or coach agents on ACD calls. Monitoring allowed them to listen in without the agent knowing, and coaching let them speak to the agent without the customer hearing.

Voice surveys after customer interactions

Administrators can now create and deploy voice surveys that gather customer experience feedback after a voice interaction. Administrators can also view the results of these surveys through analytics views. Agents can offer customers the option to take a survey about their call experience. If the customer agrees, then the agent disconnects, the survey begins while the customer remains on the line, and the survey results are linked to the interaction. This feature helps to provide a clear picture of customer feedback and distinguishes between IVR survey results and web-based survey outcomes.

Introducing direct routing to dedicated users

Genesys Cloud administrators can now more easily route ACD interactions to a specific agent via the agent’s direct number or email address. This feature helps facilitate 1:1 customer relationships, while still leveraging ACD routing features. Direct routing features include:

• Add a user’s phone number, SMS, or email address to a route.
• Specify a direct agent in Architect’s Transfer to ACD action.
• Enable users to configure a backup to route interactions when they are unavailable.
• Enable users to receive a direct-routed call, email, or SMS when they are in Off Queue and Available status.
• Play a user’s personal voicemail message from within an Architect in-queue flow.
• Allow users to place call, email, or message outbound interactions from a queue via the user’s phone number or email address, rather than the default queue phone number or email address.
• Access a new analytics filter for direct routing interactions.

Disable automatic hinting in Architect bot flows

Flow authors can now use the Intent Classification Hinting setting in Architect to enable or disable whether the bot sends hints to the speech recognition engine (ASR) for intent classification. Hints are sets of phrases that the bot sends in Ask for Intent and Ask for Slot actions to provide context and assist with speech recognition. This setting is enabled by default, but flow authors can disable it to maintain control over automatic hinting with the goal to reduce or prevent potential inaccuracies and bias in the ASR.