Twelve items this week, spread thin across the platform. Three are worth an admin's attention: email parking, inbound data filtering, and STIR/SHAKEN attestation on Genesys Cloud Voice.
TL;DR
- Agents can park an email interaction to buy time without it counting against their availability for other work.
- Administrators can write regex-based filters that strip sensitive strings out of inbound digital interactions before they land.
- Genesys Cloud Voice now signs and attests outbound calls from its own numbers under STIR/SHAKEN, at A level.
- The Operational Console can monitor counted limits like
team.maxand alert before you hit them.
Customer Engagement
Parking email is the change agents will notice. An agent who needs to chase an answer internally can set the email aside instead of holding it open, and stay available for other interactions while they wait. Before this, the choice was to sit on the interaction or hand it back to the queue and lose the context.
The thing to decide up front is what "parked" means to your service levels. An email that is parked is still the customer's problem, and if nothing reports on parked age you will discover the backlog the slow way. Agree a review cadence before you turn it on for a queue.
Data Privacy and Security
Custom inbound data filtering lets administrators define regular expressions that match things like email addresses, government identification numbers, and financial account numbers, then filter them out of inbound digital interactions. This is a real capability if you take digital channels in a regulated context, because the alternative has always been catching it downstream in analytics or not at all.
Regex is unforgiving, though. A pattern that is too loose eats legitimate content, and a pattern that is too tight gives you false confidence. Whoever writes these should test them against a sample of real traffic, not invented examples.
Voice
Genesys Cloud Voice now signs outbound calls originating from Genesys Cloud Voice numbers and attests them under STIR/SHAKEN, giving A level attestation for calls from those numbers. If your outbound calls have been landing as unverified, this is the piece that fixes it for the numbers Genesys provides. Numbers you bring through a carrier still depend on that carrier's attestation.
Account and Analytics
Counted limits monitoring in the Operational Console is the quiet useful one. Administrators can watch limits such as team.max, group.individuals.max, and actions.integration.max, and configure alerts that fire as a limit approaches its threshold. Hitting a platform limit with no warning is a bad afternoon, and this is the setting that prevents it.
Quality management topic limits can now be raised on request from 500 to 5,000, which matters for organizations that need the same topic repeated across different contexts. The Dashboard Owners page lets administrators see and delete dashboards owned by anyone in the org, which is the sort of thing you want the first time someone leaves and takes their dashboards with them.
Journey management picked up funnel analysis, tracking how customers progress through journey stages. Screen recording playback got a visual refresh, and sentiment and empathy analysis improved for supported English dialects.
What this means for your contact center
Email parking and data filtering are both worth adopting, and both need a decision rather than just a toggle. Parking needs a reporting answer for parked age. Filtering needs someone who will test the patterns properly.
STIR/SHAKEN attestation is the one to check even if you do nothing else this week. If outbound answer rates have been poor and you never worked out why, caller ID attestation is a common cause, and this closes it for Genesys Cloud Voice numbers.
What to check
- Decide how parked emails will be reported on before enabling parking for a queue, and set a review cadence for parked age.
- Test any inbound data filter regex against a sample of real traffic before applying it to a live digital channel.
- Confirm whether your outbound numbers are Genesys Cloud Voice numbers or carrier numbers, because attestation only improves for the former.
- Set up counted limit alerts in the Operational Console for the limits you are closest to.
- Review the Dashboard Owners page for dashboards belonging to people who have left.
Full details are in the official Genesys Cloud release notes for September 2, 2024. Questions about how any of this lands in your environment? Email me.
Tracking a deadline? Every announced Genesys Cloud deprecation is on the deprecation tracker.