Genesys Cloud - October 18, 2023

Account management

 Multi-factor authentication (MFA) for Genesys Cloud

Administrators can now enable multi-factor authentication (MFA) for Genesys Cloud users. Genesys MFA uses a time-based one time password (TOTP) as a second method of user authentication. MFA requires users have an app or device that supports TOTP configured for their account. When they log in, in addition to their password, they will be prompted for their MFA code. This feature increases security and reduces the risk of fraud. For more information, see Enable multi-factor authentication, and Reset MFA devices of users. This feature has no restriction by user or required user to access.

Division-aware configuration objects default to all divisions

Genesys Cloud now assigns new configuration objects to All divisions by default when they extend division awareness to those objects. Previously, Genesys Cloud automatically assigned those configuration objects to the Home division. This feature enables administrators to use resources in all divisions or assign them to specific divisions. For more information, see Overview of All division assignment. This feature has no restriction by user or required user to access.

Assign divisions to secondary statuses

Administrators can now enable divisions for secondary statuses, enforce divisional access control, and create up to 30 secondary statuses per primary status in Genesys Cloud. For more information, see Add secondary statuses for a primary status, and Assign divisions to existing secondary statuses. This feature has no restriction by user or required user to access.

User settings page displays the last login date and time

The user settings page now displays the last date and time that a user logged into the application with their authenticated credentials. For more information, see User settings. This feature has no restriction by user or required user to access.

Customer engagement

GCV high-risk outbound call blocking

Genesys Cloud Voice deployed a default setting that restricts outbound calls to high-risk country destinations. This feature helps to mitigate fraudulent outbound voice calls. For more information, see Genesys Cloud Voice high-risk country outbound call blocking. This feature has no restriction by user or required user to access.

Data, analytics, and reporting

New speech and text analytics permissions

Genesys Cloud added the Speech and Text Analytics > Data > View permission that administrators and supervisors can use to give agents access to transcripts, topics, and sentiment data. The existing Recording > Recording > View or the Recording > Recording Segment > View permission now allow agents access to the interaction recording only. These updates allow for more granular control over the data that agents can view. For more information, see About speech and text analytics. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Agent empathy analysis API for English transcripts

Administrators can now use agent empathy analysis to gauge the level of empathy and emotional intelligence during interactions with customers. Agent empathy analysis assigns an overall empathy score to each agent’s response that measures the degree of empathy that the agent conveys. This feature enables administrators to gain insight about the agent’s ability to understand and relate to customer emotions and concerns. For more information, see Understand agent empathy analysis. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

New analytics dashboard metrics

Supervisors can now create dashboards with new metrics for Queue, Agent, Wrap-up Codes, Flow, and Flow Outcome performance dashboards. For more information, see Available metrics in Add and edit Performance Dashboards. This feature has no restriction by user or required user to access.

Messenger co-browse toolbar improvements

Customers can now use the new co-browse toolbar to perform drag and drop functionalities. Agents can also use the co-browse toolbar to request that the customer navigate to an agent-chosen URL. For more information, see: Work with co-browse for web messaging sessions. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Remove agents who deselect their phone from the queue

Administrators can now remove the Telephony > Station > Disassociateself permission from a user’s role. This feature ensures that agents cannot avoid taking calls while on queue. For more information, see How can I make sure that an agent goes off queue when they deselect their phone? and Select a phone. This feature has no restriction by user or required user to access.

Employee productivity

Agent target selection interface and workflow improvements

Agents can now use the new target selection interface within the Interactions view for transfer, consultation, and conference target selection. The target selection interface affects the following agent workflows: blind transfer, consult transfer, start a new conversation for voice, email, SMS, make and manage communicate calls, and selecting To, CC, and BCC email addresses. This feature improve agent efficiency by reducing the number of clicks and the amount of scrolling to find the information they need. For more information, see About agent interactions, About voice interactions for agents, and About callbacks. This feature has no restriction by user or required user to access.

Workforce engagement

Assign division specific secondary status codes for agents

Administrators and contact center supervisors can now assign secondary status codes to agents to restrict agent ability to view these codes within divisions. This feature enables supervisors to ensure that agents can only access status codes relevant to their assigned divisions. For more information, see Navigate the real-time adherence view, Configure activity codes, and View adherence information in the schedule editor. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.