Workforce Engagement Management

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Genesys Cloud CX Release Notes - February 2nd 2022

    Posted 02-02-2022 09:49
    No replies, thread closed.

    Contact center

    Limited PII masking in Performance views and exports

    Administrators and contact center managers can now limit agent exposure to Personally Identifiable Information (PII) by masking the ANI and DNIS phone number data in select Performance views and exports. Enabling masking does not impact storage of this information, which may still be visible to users in other scenarios, such as supervisors monitoring Performance dashboards. For more information, see Limited PII masking in Performance views and exports. This feature has no restriction by user or required user to access.

    Access to agent management across divisions

    Administrators now need permission to view the divisions associated to agents they want to manage. This agent management includes add, view, search, edit, or delete agents in queues, as well as assign or remove ACD skills and languages. This constraint ensures that data is properly separated by divisions, interactions route to appropriate agents in or across business units, and information is accurately segmented and reported. For more information, see Manage access to individuals based on division membership. This feature has no restriction by user or required user to access.

    Manually assign interactions across queues

    Contact center supervisors with the appropriate permissions can now manually assign interactions that are waiting in a queue to agents in other queues. Previously, supervisors were limited to same-queue assignments. For more information, see Manually assign waiting interactions. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

    Polish programs, topics, and phrases support

    Programs, topics, and phrases support is now available for Polish (pl-PL). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud User 3,  Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

    Deprecations

    API endpoint change for supported topic spotting dialects

    On February 2, 2022, Genesys replaced the endpoint used to retrieve the supported topic spotting dialects list. For more information, see API endpoint change for supported topic spotting dialects. This feature requires the following subscription: Genesys Cloud User 3.


    #Genesys Cloud CX

    ------------------------------
    Tracy
    Genesys
    ------------------------------


  • 2.  RE: Genesys Cloud CX Release Notes - February 2nd 2022

    Posted 02-03-2022 15:53
    No replies, thread closed.
    Where can we turn on/off the PII masking and define what is masked?

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Genesys Cloud CX Release Notes - February 2nd 2022

    Posted 02-04-2022 08:37
    No replies, thread closed.
    Hi Robert,

    Just saw your post and see your query was answered here Genesys Cloud CX - Genesys

    I wanted to add to this thread in case other people are awaiting the response.

    ------------------------------
    Tracy
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Genesys Cloud CX Release Notes - February 2nd 2022

    Posted 02-04-2022 09:56
    No replies, thread closed.
    Here is a copy of that as well:

    To enable this feature, you will need to make an API call:

    PATCH /api/v2/analytics/reporting/settings { "piiMaskingEnabled": true }

    Please note that this is a limited feature and is only one some UIs & exports. It's also not at the data-layer.

    I've also reached out to PM about ensuring future updates have more clear information.

    We tried this an could not seem to get it to have any affect.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content