Genesys Cloud FedRAMP region – October 7, 2024

Improved Genesys Cloud storage cost calculator

Contact center managers and supervisors can now estimate the approximate cost to store their organization’s voice, screen, and digital interaction recordings. The Genesys Cloud storage calculator computes the overage charges based on the licenses that the organization holds and the number of months to store the recordings. The calculator does not consider historical execution data storage impact.

Metrics for improved workitem volume forecasting

Administrators now have two new metrics for workitem queuing and focus scenarios that they can leverage for several use cases, including workforce planning: nWorkitemsOffered, which counts the number of workitems offered to a queue regardless of whether they are handled or not, and tWorkitemsAgentFocusComplete, which is a calculation of all focus time for an agent while they work on a workitem, including time when the workitem was parked. It is the complete focus time an agent spends working on a workitem until they disconnect. Workforce management support for Genesys Coud workitems will be introduced in the future. Organizations can track progress in WFM support for ACD routed Workitems from the Genesys Cloud Roadmap Forecasting Workspace feature name or follow the Aha! idea.

IMAP integration for inbound email

Administrators can now add an IMAP integration for inbound email. The integration enables Genesys Cloud to pull email from the server that is associated with the integration and route it into the contact center, either to a queue or a flow. This feature benefits customers who migrate from PureConnect or Multicloud and provides an efficient and streamlined email integration process.

Content Search lookback for words and phrases extended to 60 days

Content search users can now look up words and phrases in the interaction transcripts that date back to 60 days. To carry out this implementation, the content search lookback period for other interaction metadata including topics, categories, sentiment, empathy, and acoustics is limited to 18 months.

Flow insights overlay for flow performance analysis

Administrators can now enable the Flow Insights toggle in Architect to visualize customer interactions within flow components. This new overlay helps flow authors, administrators, and contact center managers see how often customers interact with specific parts of a flow. By displaying these frequencies, users can quickly identify patterns in customer behavior and prioritize which flow actions to optimize for better performance. This feature provides a straightforward way to evaluate and enhance flow effectiveness without needing specialized analytical tools or expertise.

Disable WebRTC audio and alert notifications in the embedded client

Agents can now disable WebRTC audio and alerting notifications within the embedded client. This feature helps eliminate audio interference when agents use the Genesys Cloud desktop or browser client as the main client alongside the embedded client.

Suppress profile notifications

Administrators can now allow users to suppress profile notifications through the notification preferences. Previously, users received profile notifications by default without the option to disable them. Also, Genesys Cloud telephony users can now toggle on or off hardware notifications for input and output devices. This feature reduces unnecessary interruptions and enhances user customization of their notification settings.

Preferred device profiles

Genesys Cloud users can configure a preferred device profile that automatically applies when Genesys Cloud detects the matching hardware. Users can set one preferred device profile and no notifications occur during the switch to the preferred profile. Users cannot select the “use computer settings” profile as the preferred profile. This feature streamlines audio configuration and ensures a smoother transition between devices.

Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Flow authors can now use the Set Participant Data and Get Participant data in Architect voice and digital bot flows. The Set Participant Data action creates attribute name and variable pair values and assigns them to an interaction participant, and the Get Participant Data action retrieves attribute values from an interaction participant. These attributes persist between transfers from one flow to another and are helpful when information must be accessible after the current flow ends; for example, a transfer to another flow or to a third-party Genesys Cloud integration that receives a screen pop with participant data. For new and republished call flows, Architect immediately sends attributes to the cloud before calling an Architect bot flow.

Enhanced agent and supervisor activity overview screen

Administrators can now provide agents and supervisors with more usable space on the Agent Activity home page. This update removes the left sidebar that previously displayed the profile picture, user name, and today’s schedule. Instead, today’s schedule is now available as a widget alongside other existing widgets like Scorecard Summary and Evaluation Summary. This change simplifies the layout and provides a cleaner view, making it easier to access key information and navigate the page.

Workforce management notifications for process automation triggers

Administrators can now use workforce management notification topics to configure triggers for process automation in Architect workflows. This update supports topics for adherence, schedule, shift trade, and time-off notifications, allowing users to automate workflows based on changes such as agent adherence updates, schedule modifications, shift trades, and time off requests. For example, when an agent falls out of adherence or submits a time off request, the system generates a notification that can trigger a custom workflow, such as a review or approval process. This flexibility helps organizations create tailored workflows for managing workforce management events and enhances operational efficiency by automating routine processes.

Workforce management Business Unit/Management Unit and Time Zone placement in views

Administrators and supervisors can now view the business unit, management unit, work team, and time zone selector fields consistently across workforce management (WFM) views. Access for these views now appear in the title bar of the relevant pages to provide a uniform look and feel. This update affects several modules:

• Management Units, Service Goal Templates, Planning Groups, Activity Codes, Forecast list, Schedules list, and Intra-Day Monitoring now display the updated Business Unit selector.
• Agents, Work Plans, Work Plan Rotations, Time-Off Limits, Time-Off Plans, Time-Off Requests,and Shift Trades now display the updated Management Unit selector.
• Real-Time Adherence now displays the updated combined Business Unit, Management Unit, and Work Team selector.
• Forecasts list, Time-Off Requests, Schedules (list), Shift Trades, and Intraday Monitoring now display the updated Time Zone selector.