Genesys Cloud FedRAMP region – October 14, 2024

관리자 UI의 전화 리소스 제한

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.

캠페인 규칙에 대한 규칙 조건 및 고급 기능

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.

외부 연락처에 대한 식별자 클레임 관리

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.

공원 이메일 상호작용

이제 상담원은 정보를 수집하거나 다른 사람과 협의하거나 어떤 이유로든 응답을 지연하는 데 시간이 더 필요할 때 진행 중인 이메일 상호 작용을 보류하거나 일시 중지할 수 있습니다. 이 기능을 사용하면 상담원이 다른 상호작용에 영향을 주지 않고 일시적으로 이메일을 따로 보관할 수 있습니다. 이제 상담원은 이메일 상호작용을 보류하고 나중에 다시 돌아올 수 있으며, 이메일 초안을 관리하고 보류된 이메일로 돌아와서 중단한 부분부터 이어서 진행할 수 있습니다. 이제 감독자는 어떤 이메일이 활성화되어 있고, 보류되어 있는지 확인하고, 필요한 경우 이러한 상호 작용을 모니터링하거나 재할당할 수 있습니다. 

음성 메일 메트릭에 대한 감독자 액세스

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.

일일 모니터링 및 일정 편집기 보기에 대한 간격 수준 성능 측정 항목 정렬

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.

미래의 유효 날짜로 작업 계획을 수동으로 할당합니다.

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.