Genesys Cloud – Associate users can access channel-less activity history in Communicate
| Announced on (YYYY-MM-DD) | Effective date (YYYY-MM-DD) | Aha! idea |
|---|---|---|
| 2026-03-16 | - | - |
In a future release, Genesys Cloud will allow associate users with the appropriate permissions to access a channel-less activity history in the Communicate workspace.
With this update, administrators can enable activity history through user permissions. When enabled, the activity history feature replaces Communicate call history and provides a single, consolidated view of supported interaction types.
What’s new
- Consolidated activity history – View voice, SMS, email, web chat, WhatsApp, messaging, and workitems in one place.
- Filter options – Filter by interaction type and date range.
- Respond and act – Start a new outbound interaction directly from a history entry.
- Interaction details – View participant, routing, queue, and group information, when applicable.
- AI summaries – View AI summaries from history or interaction detail views, when available.
Why this matters
- Associates can review past work without waiting for an inbound interaction.
- Users can focus on relationship-based engagement instead of queue-based workflows.
- Organizations can support non-contact center users with a simplified experience aligned to their day-to-day activities.
Note: This experience is fully compatible with Apps v2 and works across Windows, macOS, and web. Permission-based access controls remain enforced to protect data visibility and privacy.
[NEXT] Was this article helpful?
Get user feedback about articles.