March 4, 2020


Contact center

Performance dashboards improvements

Contact center managers and supervisors can now view more metrics in the Performance dashboards, including flow, flow outcome, and wrap-up code options. Managers can also access new dashboard features, including multiple metrics per widget, longest waiting interaction options, enhanced split filters, and a free text widget. For more information, see Performance Dashboards overview and Add and edit Performance Dashboards.

Performance dashboards public option

Contact center managers and supervisors can now make their Performance dashboards public. This feature includes the ability to mark dashboards as favorites, and filter by public/private and favorites. For more information, see Performance Dashboards overview.

Filter for users by group in agents summary views

Contact center managers and supervisors can now filter for users by group in agents summary views. This enhancement improves search capability by filtering for users or divisions based on group membership. For more information, see Agents Performance Summary view, Agents Status Summary view, and Agents Evaluation Summary view.

Export view selected columns and order

Contact center managers and supervisors can now export data from selected columns in views and indicate the preferred order in the view. Managers can share the exported file with others in the contact center and use it to further analyze contact center performance. For more information, see Export view data.

Configure utilization settings per agent or by organization

Administrators can now configure utilization by agent. This feature allows an organization to have more granular flexibility when defining utilization settings. If administrators do not configure utilization per agent, the system uses the default organization settings. For more information, see Configure agent utilization at the agent level

Deprecations

Contact center view in Performance menu deprecation

On April 29, 2020, Genesys will remove the Contact Center view from the Performance > Overview menu selection. The improved Performance dashboards provide more robust capabilities for displaying selected metrics and performance data. For more information, see Deprecation: Contact Center dashboard.