Genesys Cloud FedRAMP region – October 14, 2024

管理界面中的电话资源限制

Administrators can now view telephony resource limits directly in the admin UI. This feature provides visibility into external and phone trunks, sites, phone lines and settings, extension assignments, schedules and schedule groups, call routes, and emergency groups. With this update, telephony administrators can monitor resource usage, helping them analyze current capacities and make informed decisions regarding resource allocation and management.

活动规则的规则条件和高级功能

Administrators can now apply additional rule conditions and advanced features when they configure campaign rule sets. The new conditions include the count of contacts attempted, successful, neutral, or failed business outcomes, right-party contacts, and the percentage of valid campaign attempts. This feature provides administrators with greater flexibility as they define when and how rules trigger within campaigns. Administrators can also group conditions and control action execution more precisely and configure actions based on specific campaign events.

外部联系人的标识符声明管理

Administrators can now view and manage identifier claims more effectively with new iconography in the Profile panel and External Contacts view. The icons indicate whether social, email, and phone identifiers are claimed by a contact, which enables users to view the status of these identifiers at a glance. Administrators can also reassign identifier claims from one contact to another, in the External Contacts view.

公园电子邮件互动

当代理需要更多时间收集信息、咨询他人或因任何原因延迟回复时，他们可以暂停正在进行的电子邮件交互。此功能使代理可以暂时搁置一封电子邮件，而不会影响他们进行其他互动的可用性。代理现在可以暂停电子邮件交互并稍后返回，管理电子邮件草稿并在返回暂停的电子邮件时从上次中断的地方继续进行。主管现在可以查看哪些电子邮件处于活动状态和停放状态，并在必要时监控或重新分配这些交互。 

主管访问语音邮件指标

Administrators can now enable supervisors to access detailed voicemail information for their agents through secure API endpoints. This update provides supervisors with the ability to retrieve voicemail mailbox details and individual voicemail messages, helping to improve tracking and accountability within the organization. With the introduction of two new API endpoints, supervisors can now:

• Retrieve a list of voicemail messages for a specific user using GET /api/v2/voicemail/users/{userId}/messages.
• Access details about a specific user's voicemail mailbox using GET /api/v2/voicemail/users/{userId}/mailbox.

This feature enhances organizational efficiency by allowing supervisors to track key metrics such as Read Voicemail, Deleted Voicemail, and Note Written for Voicemail, along with their time stamps. Also, the support for Client Credentials grants secure API authentication, ensuring that only authorized personnel access voicemail information. Division-aware permissions control access, allowing for tailored oversight based on organizational structure. The feature toggle allows for a controlled rollout and management of this capability.

日内监控和计划编辑器视图的间隔级别性能指标对齐

Administrators can now access interval level performance metrics that consistently align between the Intraday Monitoring and Schedule editor views. This feature standardizes performance projections across both interfaces by displaying uniform dynamic service level data. This feature helps to ensure that administrators have a consistent view of service level predictions, which can improve decision-making and workforce planning accuracy.

手动分配具有未来生效日期的工作计划

Administrators can now assign employees to work plans with a future effective date using manual assignment. This feature allows administrators to set up work plan changes in advance, making it easier to manage planned transitions like shifts from full time to part-time schedules. The schedule engine automatically applies these updates during future schedule generation, reducing the need for same-day changes and minimizing manual workload.