Genesys Cloud FedRAMP Region – External contact names visible in call history and voicemails

In a future release, Genesys Cloud will allow agents to see the first and last names of external contacts in call history and voicemail inboxes, along with quick access to their profiles. Previously, agents could only see generic labels such as “Mobile Number, [Location]” when interacting with external contacts.

With this update, external contact names appear in both the Call History and the Voicemail inbox exactly as they appear in the External Contacts directory. This improvement gives agents immediate context about the individuals that they interact with, whether for inbound or outbound calls. Also, the displayed names appear as clickable hyperlinks, allowing agents to open the full directory profile of the contact with a single click. Voicemails from external contacts will now show the sender’s name, making it much easier for agents to prioritize and follow up on messages. Similarly, outbound call records will include recipient names, helping agents identify who they previously called.

With quicker access to meaningful caller details, agents can provide a more personalized and effective customer experience.

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Call historyClick to expand

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Voicemail inboxClick to expand

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View profileClick to expand

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