Contact Center

Skill expression groups available in select regions

Administrators can now create skill expression groups with dynamic membership based on ACD skill conditions definitions. Skill expression groups include skill and proficiency. This feature enables administrators to define interaction routing based on agent proficiency. This feature is currently available in select regions. For more information, see Groups overview. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3. 

Pre-contact and post-contact rule sets for outbound digital campaigns

Outbound administrators can now create pre-contact and post-contact rule sets and apply them to digital campaigns, such as SMS campaigns. This feature enables administrators to define conditions for the campaign to evaluate before or after a digital interaction occurs. Administrators can also use the feature to define actions the campaign takes when it meets those conditions. For more information, see Rule management overview. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

S ystem Dispositions condition type added to call rules for outbound dialing campaigns

Outbound administrators can now use a new System Disposition condition type in call rules to address outbound campaign call attempts that do not make it to agents. For more information, see Add a rule. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Cover art for development and feedback modules

Contact center managers and supervisors can now add cover art to a development and feedback module. The cover art appears when the agent launches the module, and as a thumbnail in the assignment catalog. This feature enhances user experience and module engagement. For more information, see Create a development and feedback module. 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.

Query historical adherence data via GET request for workforce management

Developers and administrators can now use a new GET request, /api/v2/workforcemanagement/adherence/historical/jobs/{jobid}, to request status and results about a historical adherence query. The new GET request does not impact analytics data. For more information, see New GET request to query historical adherence query status in the Developer Forum. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, and Genesys Cloud User 2 WEM Upgrade I.