2024 Genesys CIDR expansion and firewall requirements notification

Auto answer for voice interactions on queue settings

Administrators can now configure auto answer settings at the queue level for voice interactions. With this update, administrators can enable auto answer for specific queues, such as outbound campaigns, while keeping it disabled for inbound queues. Previously, auto answer could only be enabled at the agent level, applying the setting universally to all interactions. This feature helps ensure that agents receive necessary script information before connecting with a customer and provides agents greater flexibility in managing inbound and outbound calls. 

Auto answer for digital interactions

Administrators can now configure agent settings to automatically answer email, SMS, and messaging interactions, in addition to voice interactions. This feature helps streamline agent workflows by ensuring that eligible digital and voice interactions are immediately answered when assigned. When an agent is available and within their configured utilization limits, an eligible interaction that is set to auto-answer is automatically accepted on their behalf. To configure auto-answer settings, go to the Auto Answer tab on the People and Permissions page. This tab was introduced with this feature to manage auto-answer settings.

Filter and search conversations by acoustic metrics and wrap-up codes

Administrators can now find conversations in the Content Search view based on acoustic metrics, such as agent and customer talk times, overtalk instances, and silence percentages. This feature helps teams identify interactions that contain specific speech patterns, such as long periods of silence or frequent interruptions. Also, administrators can filter searches via interaction metadata, including wrap-up codes, wrap-up notes, external tags, handle times, and interaction length. These enhancements make it easier to locate relevant conversations and analyze trends.

Agent Copilot summary analytics access via API

Administrators can now use the Agent Copilot Summary Analytics API to track the number of generated summaries and identify any that failed to generate for Agent Assist and Agent Copilot. This feature helps improve monitoring and troubleshooting by providing visibility into summary performance.

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support is now available for Thai Thailand (th-TH).

Reminders for agents about their next scheduled activity

Administrators can now configure reminders, from one to 15 minutes before an agent's next scheduled activity begins. Previously, agents received notifications only at the scheduled start time. With this update, administrators can customize notification timing based on the activity type, or choose to disable notifications for specific activities. This flexibility helps improve agent readiness and overall schedule adherence.

2024 Genesys CIDR expansion and firewall requirements notification

Auto answer for voice interactions on queue settings

Administrators can now configure auto answer settings at the queue level for voice interactions. With this update, administrators can enable auto answer for specific queues, such as outbound campaigns, while keeping it disabled for inbound queues. Previously, auto answer could only be enabled at the agent level, applying the setting universally to all interactions. This feature helps ensure that agents receive necessary script information before connecting with a customer and provides agents greater flexibility in managing inbound and outbound calls. 

Auto answer for digital interactions

Administrators can now configure agent settings to automatically answer email, SMS, and messaging interactions, in addition to voice interactions. This feature helps streamline agent workflows by ensuring that eligible digital and voice interactions are immediately answered when assigned. When an agent is available and within their configured utilization limits, an eligible interaction that is set to auto-answer is automatically accepted on their behalf. To configure auto-answer settings, go to the Auto Answer tab on the People and Permissions page. This tab was introduced with this feature to manage auto-answer settings.

Filter and search conversations by acoustic metrics and wrap-up codes

Administrators can now find conversations in the Content Search view based on acoustic metrics, such as agent and customer talk times, overtalk instances, and silence percentages. This feature helps teams identify interactions that contain specific speech patterns, such as long periods of silence or frequent interruptions. Also, administrators can filter searches via interaction metadata, including wrap-up codes, wrap-up notes, external tags, handle times, and interaction length. These enhancements make it easier to locate relevant conversations and analyze trends.

Agent Copilot summary analytics access via API

Administrators can now use the Agent Copilot Summary Analytics API to track the number of generated summaries and identify any that failed to generate for Agent Assist and Agent Copilot. This feature helps improve monitoring and troubleshooting by providing visibility into summary performance.

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support is now available for Thai Thailand (th-TH).

Reminders for agents about their next scheduled activity

Administrators can now configure reminders, from one to 15 minutes before an agent's next scheduled activity begins. Previously, agents received notifications only at the scheduled start time. With this update, administrators can customize notification timing based on the activity type, or choose to disable notifications for specific activities. This flexibility helps improve agent readiness and overall schedule adherence.