8.5.2New

{{{{{TMPL8}}} |Release=8.5.2 |Draft= |New=

Workspace Web Edition

• Caller ID - An agent can select a Caller ID number when making a call
• Single Sign-On (SSO) using Security Assertion Markup Language (SAML)
• Change Device on Login - Agent can change the device number during login
• Select Queue on Login - Agent can select a queue during login
• Edit Place on Login - Agent can specify place during login
• Browser support
  • Firefox 15+
• Configuration and display of Disposition Codes in a folder hierarchy by classifying values in folders on the related Business Attribute.
• Disposition Code keyword search
• Ability to write interaction notes without having to deploy Universal Contact Server (UCS). When configured, a note panel can be used by the agent during a call.
• Support of Cisco Unified Communications Manager
• Introducing a new, modern user interface style
  • New color and icons
  • Larger icon and button size on the toolbar to improve usability of most frequent user actions
  • Genesys branding and logo has been added
• Outbound call campaign
  • Support for Predictive and Progressive Outbound dialing modes
  • View Outbound Campaign list record attributes
  • Standard voice Call Control
  • Flag record as Do Not Call
  • Provide call result and interaction disposition
  • View listing of call campaigns which are assigned to the agent
  • Notification of campaigns loaded, started, and stopped.
  • Support for Outbound Campaign pull preview mode
    • Retrieve call record from start notification, campaign listing, and at completion of a previous call
    • View a list of record attributes prior to and during a call
    • Decline a preview record prior to placing the call with selection of how the record is to be treated
    • Click to dial the provided phone number, with the ability to select an alternate number (if available) during the preview phase
    • Standard voice call control when a call is successfully made
    • Flag a record as Do Not Call
    • Call result and interaction disposition
    • Request next record, stop, and resume retrieval of a preview record
  • Ability to reschedule personal and campaign callback for all outbound campaign call modes (preview, predictive, and progressive)
• Web Chat enhancements
  • Chat conference with other target agents
  • Consult with other target agents using Web Chat media
  • Two-step transfer and conference with other target agents
• Web Chat supervision
  • Ability for supervisors to monitor, coach, and barge-in interactions between agents and contacts
  • Ability to switch between various supervision modes (monitor, coach, and barge-in)
• Team Communicator enhancements
  • Transfer eServices media to an interaction queue object type
  • Retains both the inbound and outbound voice call history, differentiating missed versus answered inbound calls. The call history icon is enhanced to notify the agent of missed calls.
  • Ability for agents to create personal favorite quick dial list
  • For corporate favorite quick dial list definition, it is now possible to specify additional attached data that can be leveraged by other business processes and/or routing strategies.
• Genesys SIP Voicemail
  • Notify user of non-retrieved voicemail
  • Support for personal and group voicemail boxes
  • Click-to-dial voicemail box with DTMF support
• Contact management enhancements
  • Some interactions might arrive with incorrect or missing contact information. This release adds the ability to search for an existing contact record in the contact database and associate to it the current in-progress interaction.
  • In some cases, the contact record does not exist in the contact database. This release adds the ability to create a new contact record and associate it to the current in-progress interaction.
• Agent state enhancements
  • Ability to configure Workspace to immediately change the agent state from After Call Work (ACW) to the prior state when an agent marks a voice interaction as Done.
  • Improve usability by allowing an agent to extend the After Call Work state with a single click.
• Contact center statistic enhancements
  • Ability to display agent group and virtual agent group statistics
  • Ability to display virtual queue statistics
  • Ability to display queue group statistics
• Miscellaneous
  • Enhancement to manual caller ID selection. This release adds the ability for the system administrator to grant agents the ability to select an anonymous caller ID.

Web Services

• Preview Voice Interaction
• Voice Interaction Preview broadcast support
• Proxy support for Configuration Server
• Transport Layer Security (TLS) between Genesys Web Services and Configuration Server
• Transport Layer Security (TLS) between Genesys Web Services and Cassandra, and between Cassandra nodes.
• SAML support
• Agent Group Support
• Support pagination, filtering, sorting, and search for contacts
• Hierarchical Dispositions API
• eServices (Chat, Email, Standard Responses)
  • Email API version 2
  • Chat API version 2
  • Consult API for Chat
  • Standard Responses API version 2
  • Standard Responses List Favorites
  • Agent Statistics for eServices
  • Customer facing chat APIs
  • Queues
  • Skills Stats for eServices
  • Workbins API version 2 for individual workbins
  • Workitems API version 2
  • Supervisor functionality for chat
  • Customer facing Chat API
  • Supervisor Workbin APIs
  • Supervisor Queue APIs
  • Improved Twitter API version 2
• Support Cisco Unified Communication Manager and Cisco Call Manager IP PBX
• Low-level platform configuration API
• Agent Profile API
• Location attribute for call initiating operations
• Virtual Queue, Agent Group, Queue Group Statistics
• Support agent to agent chat

CRM Gplus Adapters

• Gplus Adapter for Salesforce
  • Integrated UI with Salesforce CRM Cloud
  • Inbound Voice Call Controls
  • Switch Support
    • SIP Server
    • Avaya (Definity DLG & TSAPI)
  • Agent Status Management
  • Outbound — click-to-dial
  • Updated user experience
  • Free Seating
    • Login with Place Name
    • Login with DN-less Extension (Genesys SIP only)
    • Queue entry option
    • Enabled/disabled based on configuration
  • Feedback submission
  • Team Communicator — available for dialing and transfers
    • Display agent states
    • Search to narrow list
  • Transfer/Conference targets expanded to route point, agent group, skills, corporate favorites
  • Conference participants list allowing selective drops
  • Agent status data
    • Show login time
    • Show time in current state
    • Show phone extension
  • Multiple calls support
  • Send DTMF while in call
  • Context transfer
    • Agent can enter transfer notes to alert receiving agents
    • Screen context to transfer Salesforce object
• Gplus Adapter for Oracle Service Cloud
  • Inbound Voice
    • Standard Voice Call Controls
      • Call Preview with Attached Data Key Value Pairs
      • Accept/Reject Call
      • Release Call
      • Hold/Retrieve
      • Transfer/Consult/Conference
      • Wrap Up
      • DTMF Control
      • Dialing
    • Integrated User Interface with Oracle Service Cloud
      • Screen pop to Service Cloud Object
      • Create new RighNow Incident from Adapter Configuration
      • Show contact
      • Show multiple contact
      • Associate contact and/or incident id to call data
    • Agent Status Management
    • Single Sign-On Option
    • Switch Support
      • SIP Server
  • Stealth Mode for Voice
    • Use Adapter to drive screen pop in Service Cloud for external Desktop

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