Multiple messenger deployment behavior update

Genesys Cloud now links customer sessions to a single messenger deployment. This feature ensures that the contact information is associated with the distinct associated customer journey session.

Administrators can now use the Genesys Cloud WebRTC Media Helper without requiring audio I/O devices in the WebRTC client when the Require Media Helper setting is enabled. This update simplifies the setup for customers by allowing passthrough or emulated audio I/O devices in their virtual sessions. This update enhances the use of WebRTC in Genesys Cloud for VDI customers by removing unnecessary device checks, and ensures that users who rely on the Media Helper do not face disruptions due to fallback mechanisms requiring audio I/O devices in the standard client. With this update, when the Require Media Helper setting is enabled, the audio I/O device check in the standard client is eliminated, improving the usability of WebRTC for VDI environments.

Supervisors can now set After Call Work (ACW) timeouts for up to 60 minutes for the following options: Mandatory, Time-boxed; Mandatory, Time-boxed No-Early Exit; and Agent Requested. This change allows agents more time to handle post-call activities, such as printing documents or following specific workflows. The new 60-minute limit provides supervisors and agents with greater flexibility to manage their work without having to resort to workarounds that skew key performance indicators (KPIs). Previously, the maximum ACW timeout was limited to 15 minutes. By allowing agents to remain on-queue, this enhancement ensures a more accurate representation of handle times and overall contact center performance, leading to improved metrics and operational efficiency.

Administrators can now enable CX Cloud for agents via the Salesforce Service Cloud console within a VDI (Virtual Desktop Infrastructure) environment. This update allows agents to handle interactions, including voice, through the WebRTC Media Helper, integrating with existing VDI setups. This feature addresses the previous behavior of establishing a voice path in VDI, which limited the organizations' ability to secure and standardize desktop environments. This new feature supports a smooth transition for customers migrating to CX Cloud and ensures that they can continue using VDI without losing functionality. This support provides a consistent and secure agent experience, especially beneficial for BPOs and other organizations that rely on VDI to manage their desktop environments.