Workforce Engagement Management

Improved digital agent-to-agent transfer

Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted. For more information, see Transfer a digital interaction. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Increased number of outcomes limit

Administrators can now create up to 100 outcomes per organization and can enable scoring on up to 10 outcomes. For more information, see Outcomes overview, Manage outcomes, and View outcomes. This feature requires one of the following licenses: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Sensitive data masking French and Italian language support

Sensitive data masking is now available for French (fr-FR) and Italian (it-IT) voice interactions. For more information, see Genesys Cloud supported languages. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

View daily agent login and logout activity for multiple agents

Supervisors can now access login and log out information for multiple agents for up to 30 days when they select View as Group in the agent status detail export function. For more information, see Agents Status Detail view and Export view data. This feature has no restriction by user or required user to access.

Enable/disable evaluation and survey data in Interactions and My Interactions views

Supervisors and managers can now limit agent evaluation and survey data visibility to specific users in the Interactions Search View and My Interactions View. Users with access can now view evaluation and survey data for any agent that is involved in an interaction. For more information, see Interactions view and My Interactions view. This feature has no restriction by user or required user to access.

Analytics user interface enhancements

Genesys Cloud improved the appearance of the analytics admin configuration menu. These improvements provide a more visually intuitive experience, UX consistency, and better accessibility. For more information, see Configure contact center analytics options, Configure the service level calculation , and Configure abandon intervals for the Abandon Intervals Metric view. This feature has no restriction by user or required user to access.

Introducing external contacts and external organizations filters and columns in performance views

Contact center managers and supervisors can now view and filter external contacts and external organizations in performance views. This feature enables managers and supervisors to access specific interaction information about known external contacts and organizations. For more information, see Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view. This feature has no restriction by user or required user to access.

Architect data tables user interface updates

Genesys Cloud updated the Architect data tables in the user interface views to provide a more visually intuitive experience. The existing functionality remains unchanged. For more information, see Work with data tables. This feature has no restriction by user or required user to access.

Triggers UI improvements

Administrators can now use all supported features in the Triggers API directly within the UI. This feature encompasses the use of JSON Output as a data type, along with the configuration options for Delayed Start and TTL timing in triggers. For more information, see Overview of triggers. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Change agent schedulable status from the Agents view

Supervisors can now view and change the agent schedulable status directly from the Agents view. Previously, supervisors could only make this change by configuring agent permissions. For more information, see Workforce management permissions overview, Work with agents in a management unit, and Navigate the schedule editor. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.

Change daily values and distribution forecast modification type

Forecasters can now use the new Change daily values and distributions modification type to see a day's predicted Offered or AHT values and the associated distribution. Administrators and supervisors can click a specific day of the week to see the daily value, broken down into 15-minute intervals, and the daily value distribution, and then copy a new value into the Modified column to view the impact on AHT/Offered distributions. They can also override the current Offered/AHT values with values from a selected historical day. This feature helps prevent the organization from reaching the current modification limits by wrapping multiple modifications into one modification. For more information, see Work with Change Daily Values and Distributions modification, Forecast modifications , and Add a forecast modification. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.

Deprecations and announcements

Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

On January 9, 2024, Genesys will remove the consult transfer controls from the interaction window in the embedded clients. Customers can use the same consult transfer functionality available from the call controls in the client window. For more information, see Deprecation: Removal of consult transfer controls from the interaction utility window in embedded clients. This feature has no restriction by user or required user to access.