Contact center

Introducing Architect built-in voicemail flow

Administrators and contact center managers can now use the built-in voicemail flow in Architect. This feature provides customized voicemail and routing behavior for situations when a person leaves a voicemail or requires additional voicemail support. For more information, see Work with the voicemail flow and About Architect. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Flow milestone views and flow outcomes and performance views updates

Contact center managers and supervisors can view flow milestone data in the new Flow Milestone Detail and Flow Milestone Interval Detail view. Flow milestones are points in the flow that emit reporting details from voice and digital flows. In addition, the flow outcomes and performance views now contain columns and filters for flow milestones. For more information, see Flow Milestone Detail view, Flow Milestone Interval Detail view, Flow Outcomes Summary view, Flow Outcomes Detail view, Flow Outcomes Interval Detail view, Flows Performance Summary view, and Flows Performance Detail View. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Scheduled Callbacks view improvements

The Scheduled Callbacks view now includes columns for languages, campaign divisions, and queue divisions. The Languages column indicates the language set by the routing service for the callback. The Campaign Division column contains the campaign division names associated with the callback. The Queue Division column contains the queue division names associated with the callback. For more information, see Scheduled Callbacks view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Expanded workforce management audit log details

Contact center managers and supervisors can now use the existing Genesys Cloud auditing service to see details about additional workforce management entities. These entities include business units, management units, service goal templates, planning groups, activity codes, activity code mapping, and work plan rotations. The audit log viewer shows which user made the changes, the actions taken, and the date the changes occurred. For more information, see View workforce management details in the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

View the creation date and time of a schedule or forecast

Administrators and supervisors can now view the creation date and time of a schedule or forecast in the schedule list or the forecast list. This enhancement provides additional information when administrators or supervisors investigate issues. For more information, see Work with workforce management schedules and Work with forecasts. This feature requires one of the following subscriptions: Genesys Cloud User 3 or Genesys Cloud User 2 WEM Upgrade I.

Inspirational quotes replacement

The inspirational quotes that agents see while they wait on queue has been replaced with an image and a message to better inform users that they are on queue and waiting to receive incoming interactions. For more information, see On queue and off queue. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Integrations

Maximum instances per organization for Amazon EventBridge integration

Administrators can now configure up to 10 Amazon EventBridge integration instances in an organization. For more information, see Configure the Amazon EventBridge integration. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Deprecations

Horizontal script panel in agent interaction UI removal

On March 9, 2022, Genesys removed the horizontal script panel in the agent interaction UI. As a result, any script that previously appeared in the horizontal panel now appears in the vertical panel to the right of the agent interaction UI. For more information, see Deprecation: Removal of the horizontal script panel. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital II.

Workforce management adherence permission change

As previously announced, Genesys is changing the permission requirement for adherence notifications. When the change occurs, Genesys Cloud automatically adds the new permission, Workforce Management > Adherence > Notify, to any role that contains the Workforce Management > Agent Schedule > View permission. Agent roles must contain the new permission to receive and view adherence notifications. To ensure that agents have the appropriate permissions for their relevant work areas, administrators must confirm that the agent roles are updated by April 6, 2022. For more information, see Workforce management adherence notifications permissions change. This permission requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.