metrics


December 19, 2018

Platform

  • Restrict Genesys Cloud embedding security enhancement

Contact center

  • Dynamically referenced queues in Architect
  • DNIS-based analytics views
  • Export data from DNIS performance views
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December 12, 2018

Contact center

  • Outbound SMS on behalf of a queue
  • External contact search for messaging channels
  • Change agent’s status in Queues Activity Detail view
  • View export for Agents Queues Detail view
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December 5, 2018

Collaborate

  • Mobile badge notifications

Communicate

  • Improved WebRTC connection times with Trickle ICE

Contact center

  • New transfer metrics in the Analytics API
  • Historical adherence in the schedule editor
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November 28, 2018

Contact center

  • Improved Queue Observation API metrics in Queues Activity views
  • Export data from agents evaluation views
  • Export data from Abandon Intervals Metrics view
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November 14, 2018

Contact center

  • IVR dynamically referenced prompts in Architect
  • New wrap-up code views
  • Export data from wrap-up code views
  • Export data from agents summary status views
  • In-progress view export improvements
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October 31, 2018

Platform

  • Developer forum announcements

Communicate

  • BYOC Cloud trunk support for TGRP and DNIS
  • PBX passthrough for BYOC Cloud trunks

Contact center

  • New metrics for agent and queue performance views
  • Additional handle time metrics in the Analytics API
  • New outbound call metrics in the Analytics API
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