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contact center management
Contact center
- Secure call flows in Architect
- Architect Exit and Next Loop actions for all call flow types
- Automatic email responses
- Substitutions for canned responses
- Bulk addition of queues to agents
- Callbacks in reports and alerts
- Workforce management schedule administration enhancements
- Workforce management export enhancements
Integrations
- Custom client applications integration
- Web services data actions integration
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Collaborate
Contact center
- Outbound email on behalf of a queue
Integrations
- Genesys Cloud for CIC co-browse feature
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Platform
Contact center
- ACD support for chats in client integrations
- Genesys Cloud for Salesforce and Omni-Channel status sync
- ACD routing of third-party chat and email interactions
- Queues Performance summary and detail views
- IVR prompt support for ordinal numbers
- Italian language support in Architect
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Communicate
- Mini and micro versions of Genesys Cloud Edge
- Virtual Edge deployment option
Contact center
- Auto answer for Genesys Cloud web-based phones
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Contact center
- Consult transfers to queues
- Create a queue from an existing queue
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Contact center
- Secondary level of user statuses
- Option to force wrap-up on disconnected conversations
- Chat and email metrics in Queue Wrapup Summary and Agent Metrics reports
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Communicate
Contact center
- Auto answer feature and persistence connection option
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Collaborate
- New user statuses
- Increased chat room participant limits
Contact center
- Configurable alerts for interaction statistics
Integrations
- Genesys Cloud for Salesforce Console API logout event
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Collaborate
Contact center
- Bulk add queue members based on groups, roles, location, and manager
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