In August 2024, Genesys introduced 16 new features and functionality enhancements to its cloud platform. Here are the key updates:
VDS Featured Release
- Activity plans for optimal workforce management scheduling (August 12)
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- Planners can apply WFM activity plans to determine the best time to schedule activities for individuals and groups of agents, independent from the work plan. This allows for more scheduling flexibility and helps planners accommodate ad-hoc activities.
Release highlights for all license types
- Skills-based dialing in power and predictive outbound campaigns (August 26)
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- Agents can be assigned to outbound records that require specific skills or a set of skills in Power and Predictive campaigns (in addition to Preview and Progressive campaigns). Skills-based outbound dialing aims to minimize the chances of abandoned calls and improved efficiency.
- Granular campaign control permissions (August 26th)
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- Administrators can grant campaign management access to non-administrative personal to start, stop or recycle campaigns. This offers added granularity for day-to-day management of campaigns without altering the campaign configurations.
- Improved summary row display in analytics performance views (August 19)
- This update hides the summary row when aggregate data is unavailable and ensures the summary row only shows when there is actual data to display.
For a comprehensive list of all August updates, please refer to the Genesys Cloud August Release Notes. If you have any questions or need further information, don’t hesitate to reach out.
