Contact center

Introducing improved workforce management features for all regions

Improved workforce management features are now available for all regions. Designed to meet the needs of larger, more complex, international customers, the improved features deliver advanced, powerful, and easy-to-use forecasting and scheduling capabilities. Business units and planning groups can enable forecasting and scheduling across multiple management units that share queues, while retaining management unit level permissions. Service goal templates help managers assign service goals to similar groups. Forecasting and scheduling enhancements allow organizations to plan up to six weeks ahead. Multi-week scheduling constraints enable customers to build work plans that adhere to international labor laws and worker agreements. Genesys performs the migration automatically, with no existing customer configuration changes. For more information, see Workforce management auto-migration key conceptsAbout workforce management, and AWS regions for Genesys Cloud deployment

New inbound media columns and filters in Performance views

Contact center managers and supervisors can now view and filter inbound media content statistics in Performance views, including the total count of inbound media in the interactions, agents, and queues views. For more information, see Interactions viewAgents Interactions Detail view, and Queues Interactions Detail view.


WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions

As of May 6, 2020, Genesys removed the Average Talk Time (ATT) and After Call Work (ACW) metrics from the short-term forecasting feature in workforce management for all regions. For more information, see Deprecation: WFM Short-Term Forecast Average Talk Time and After Call Work Metrics.

Screen recording, evaluations, and surveys permissions change

On June 17, 2020, Genesys will require additional permissions to support flexible configurations for these quality management features: screen recording, evaluations, and surveys. To be considered for these capabilities, an agent must be assigned a permission to participate in the desired function. For more information, see Screen recording, evaluations, and surveys permissions change


Genesys Cloud training moves to Genesys Beyond

To consolidate the sites that customers and partners access for training resources, Genesys closed the site on Friday, May 1, 2020. Going forward, the most relevant and up-to-date material contained on this site will reside on the new training site, Genesys Beyond. To access the content on Genesys Beyond, customers and partners can request a free account. For more information, see the Genesys Beyond Quick start guide.