APRIL 2023
Collaborate
Set time to return to the previous status after users disconnect and reconnect.
Administrators can now set the amount of time that Genesys Cloud returns users their previous status after they disconnect and reconnect. If users disconnect longer than the set time, Genesys Cloud sets users to the Available status when they reconnect. To allow for extended internet outage periods, administrators can increase the one-minute default time to up to 24 hours. Administrators can also determine if the reconnect behaviour applies to the On Queue status. For more information, see Restore previous presence for agents who disconnect and then reconnect to Genesys Cloud. This feature has no restriction by user or required user to access.
Communicate
Built-in Genesys Cloud WebRTC diagnostics application improvements
Genesys Cloud added a new built-in, streamlined version of the WebRTC diagnostics application in the Phone Settings panel that exists along with the standalone version in Genesys Cloud applications. The built-in WebRTC diagnostics application establishes a real call connection to Genesys servers in an organisation’s media region and checks the applicable call and network statistics. In addition, the application displays a statistics summary, estimated call quality, and Mean Opinion Score (MOS). For more information, see Run the built-in Genesys Cloud WebRTC Diagnostics app. This feature requires one of the following subscriptions: Communicate, Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Transcription for Communicate voicemails
Administrators and group owners can now enable transcription for user and group Communicate voicemails. After an administrator or group owner enables voicemail transcriptions, users receive the transcriptions in email notifications. Group owners can configure voicemail transcription and transcribed language on a per-group basis. For more information, see Enable voicemail transcription. This feature requires the following subscription: Communicate.
Active speaker indicators
Genesys Cloud now provides active speaker notifications for video chat participants. These notifications make it easier for participants to know who is currently talking. For more information, see Start a video chat. This feature has no restriction by user or required user to access.
US and Canada numbers available for Genesys Cloud Voice EMEA Regions
Genesys Cloud Voice customers in EMEA countries can now purchase DID and toll-free numbers from the US and Canada where Genesys Cloud Voice is available. Services are provided out of the Europe (Frankfurt), Europe (Ireland), and Europe (London) regions. For more information, see Number purchase and inbound usage charges in Euros, Number purchase and inbound usage charges in British pounds, Purchase toll-free numbers, and Purchase DID numbers. This feature has no restriction by user or required user to access.
Contact Centre
External contacts Profile tab updates
Genesys Cloud improved the profile tab for external contacts. The profile tab now displays other contacts that match the external contact identifier, such as external contacts with the same phone number. The user interface also contains an update that prompts agents to create an external contact and save the details when no external contact matches the interaction identifier. For more information, see Single customer view overview, External contact management scenarios, and Genesys Community. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
Extended voice transcription services support is now available for Dutch Netherlands (nl-NL), German Germany (de-DE), Italian Italy (it-IT), Korean Korea (ko-KR), Polish Poland (pl-PL), Portuguese Brazil (pt-BR), Portuguese Portugal (pt-PT), Spanish Spain (es-ES), Spanish US (es-US), English Australia (en-AU), English Great Britain (en-GB), English India (en-IN), and English South Africa (en-ZA). Extended voice transcription services incur an additional cost per minute. For more information, see Genesys Cloud supported languages and Configure voice transcription. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Archive and unarchive learning modules
Learning administrators can now retire older modules to an archive. This feature ensures that focus remains on the most current training material and provides the ability to immediately remove all assignments or gracefully retire a module while active assignments remain open. All existing score and completion data remain in Genesys Cloud. Additionally, administrators can restore an archived module back to an active state. For more information, see Archive a development and feedback module. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Additional voice transcription accuracy improvements for Spanish
Genesys Cloud improved voice transcription accuracy for Spanish dialects (es-ES and es-US). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on 1, or Genesys Cloud CX 3.
Approve time-off requests based on agent hire date
Administrators and contact centre supervisors can now see, sort, and filter an agent’s hire date. This feature enables supervisors to determine seniority when they approve or deny time-off requests. For more information, see Navigate the time-off requests page. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Evaluation source in evaluation cards
Administrators and contact centre supervisors can now see the evaluation source on an evaluation card – this feature enables supervisors to understand better how an evaluation was created. For more information, see View a completed evaluation. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.
Enhanced pagination control in analytics workspace views
Contact centre managers and supervisors can now use the enhanced pagination control in the Content Search View, and the Interactions view to easily navigate pages and bypass multiple pages simultaneously. For more information, see Content Search view and Interactions view. This feature has no restriction by user or required user to access.
Queue Performance Summary chart view
Contact centre managers and supervisors can now view performance in a visual chart in the Queue Performance Summary view. This feature enables managers and supervisors to quickly scan for insights at a summary level. For more information, see Queues Performance Summary view. This feature has no restriction by user or required user to access.
Metric values in views with duration statistics
Contact centre managers and supervisors can now view minimum, maximum, total, average, and count values in analytics views that contain duration statistics. For more information, see About reports, views, and dashboards. This feature has no restriction by user or required user to access.
Restricted access to details about predictive routing agents
Genesys Cloud now restricts details about predictive routing agents, their scores, and their relative interaction ranks in the Interactions view, Agent Interactions Detail view, or Queue Interactions Detail view. Members of the organisation must have the Routing > Predictor > View permission to access these details. For more information, see Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Delete a knowledge base
Knowledge authors can now delete a knowledge base that they no longer need. This feature enables knowledge authors to more easily maintain their knowledge bases. For more information, see Delete a knowledge base. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Introducing Genesys Cloud Background Assistant for screen recording with the web app
The new Genesys Cloud Background Assistant (GCBA) allows supervisors to record the screens of agents who use the Genesys Cloud web app in a browser. GCBA is a Windows background service installed on the user’s desktop. Previously, supervisors could record only the screens of agents who used the Genesys Cloud desktop app. For more information, see About Genesys Cloud Background Assistant (GCBA). This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Introducing regional storage for call recordings
Organisations can now store call recordings in the Genesys Cloud media region that handles the customer session of the call in Global Media Fabric. This feature helps organisations meet data residency requirements. For more information, see Store recordings in local Genesys Cloud regions. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
SSML support in Genesys Dialog Engine Bot Flows
Flow authors can now use the Architect ToCommunicationSsml expression in Genesys Dialog Engine Bot Flows to provide speech synthesis markup language (SSML) to the organisation’s text-to-speech engine (TTS) for bot flows. This feature enables flow authors to enhance TTS output by providing SSML markup in bot responses rather than plain text. For more information, see Access Architect expression help. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
New Search endpoint
Developers can use the new Search endpoint to gain near real-time access to all participant attributes on a conversation. Attribute data is searchable conversation by conversation, up to 50 conversations, or over a time interval. The new Search endpoint allows developers to pair results with the analytics/conversations/details endpoint to retrieve all conversation data, including attribute data, in real-time and then join that data in their own data lakes. Conversation data is available for up to 31 days. Organisations must request activation of this endpoint through their account team or Product Management. After the endpoint is enabled, all new conversations write data to this endpoint. Genesys monitors the use of this endpoint for organisations that enable it and disables the endpoint if there is no activity. For more information, see Conversation participant attributes search in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
New variables and improvements for scripts
Genesys Cloud added improvements and variables to the script design. These improvements include a regular expression (regex) function inside dynamic variables to validate strings and numbers, four new dynamic variable date functions for date strings and two new raw, unlocalised variables in the built-in script variables list, and the new Refresh Input Variables action to refetch the values from a conversation and update input variables. Script designers can now configure an input component for a password with hidden text, configure the input component Requires Value property with a True/False variable, and import a script to override an existing script with the new data. For more information, see Dynamic script variables, Additional functions to use in dynamic variables, Text input script component, Requires Value property, Date input script component, Available script actions, Import scripts, and Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Improved do not contact (DNC) list functionality to support custom values
Administrators can now create an internal, custom DNC list based on any column on the contact list. This list allows customers to block several contact records with one action when contacts have the same value in that column. For more information, see Create a new internal-custom DNC list. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Communicate call classification update
Genesys Cloud no longer intermittently classifies Communicate calls as ACD interactions when users set the Prepopulate queue field with last known queue option. Previously, when Genesys Cloud handled Communicate calls and classified them as ACD interactions, those calls would sometimes appear in the Interactions panel instead of the Calls panel. For more information, see Communicate call handling improvement affecting user experience in the Community. This feature requires the following subscription: Genesys Cloud CX 1.
Topic spotting improvement
Topic spotting now includes improvements to ensure the topic spotting process recognises numbers as alphabetical characters. This update ensures that a topic is correctly detected in a phrase that contains numbers that end with punctuation, such as inquiring whether a model number is in stock with a question mark or expressing emphasis with an exclamation mark. For more information, see Work with a topic. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Extend after-call work (ACW) timeout settings to digital channels
Administrators and contact centre managers can now extend ACW timeout settings to email, message, and chat interactions. When administrators enable the Enforce Communication Level After Call Work (ACW) setting, the queue’s ACW timeout settings for Mandatory, Time-boxed; Mandatory, Time-boxed No Early Exit; and Agent Requested also apply to digital interactions. This feature enables supervisors to control and improve the agent experience. For more information, see Enable communication level after call work. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Agent requested after-call work (ACW) option
Contact centre managers and supervisors can now select a new Agent Requested after call work (ACW) option for queues. This feature enables agents to perform necessary after-call work before they disconnect the interaction. When the interaction disconnects, agents who request after-call work move to ACW status and experience the same process as Mandatory, Time-Boxed ACW. Agents that do not request ACW immediately move to an idle state and become available for the next interaction in the queue. For more information, see Configure after call work settings. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
After-call work (ACW) analytics for callbacks improvement
Genesys Cloud improved the accuracy of the after-call work (ACW) duration reporting for callbacks in the Interactions view and the interaction’s detail view. This improvement ensures that the ACW segment reports an accurate, nonzero duration for the voice component of the callback interaction. For more information, see Enable communication level after call work. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Netherlands Dutch (nl-NL). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Genesys natural language understanding (NLU) improvements
Genesys improved the native natural language understanding (NLU) engine for Genesys Dialog Engine Bot Flows to the NLU version that Genesys Digital Bot Flows use. This update ensures that voice bots and digital bots have the same enhanced language support and future enhancements. New bot flows automatically use the improved NLU engine, and flow authors can migrate existing bot flows when they create a new version or use the Save As option for these bot flows. For more information, see Genesys natural language understanding (NLU) engine FAQs, Natural Language Understanding menu and About Genesys Dialog Engine Bot Flows. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Introducing homescreen configuration for Messenger
Administrators can now enable the Homescreen for Messenger configurations. Homescreen allows advanced Messenger branding and configuration, including logos, headings, and knowledge articles that appears to the customers. For more information, see Messenger Homescreen and knowledge articles overview and Configure Messenger. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Knowledge articles in Messenger
Administrators can now enable knowledge articles in a Messenger configuration and link an existing knowledge base to that configuration. Customers can then search and browse knowledge articles in the Messenger Homescreen. For more information, see Messenger Homescreen and knowledge articles overview and Configure Messenger. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Agent Log-in Log-out report
Contact centre managers and supervisors can use the new Agent Status Log-in Log-out report to view when agents log in and out of Genesys Cloud and how long the agents remain logged in. This information enables managers and supervisors to monitor agents’ log in activities. For more information, see Agent Status Log in – Log out report. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Status duration data for agents
Contact centre managers and supervisors can use the Agent Status Summary Detail view to view the amount of time an agent remains in each status, by interval. For more information, see Agents Status Summary Detail view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Analytics workspace improvements
Genesys has improved the analytics workspace. Changes include the ability to rearrange tabs, a new location to save the view, the ability to overwrite saved views, and new tab actions such as reload, duplicate, close, close all tabs, and close all tabs excluding the active tab. For more information, see Work with the analytics workspace. This feature has no restriction by user or license.
Delayed reaction triggers for process automation
Developers can use the new delayBySeconds attribute in process automation to delay a reaction up to 15 minutes after its event trigger occurs. For more information, see Triggers Overview in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.
Platform
Hong Kong, Jakarta, and Paris satellite region deployment
Genesys added Asia Pacific (Hong Kong), Asia Pacific (Jakarta), and Europe (Paris) satellite regions to its Genesys Cloud deployment. The new satellite region deployments are identified in Genesys Cloud as Asia Pacific (Hong Kong), Asia Pacific (Jakarta), and EMEA (Paris). They improve WebRTC media communications for organisations located in or near these areas by hosting TURN servers. The new satellite regions can also be used for configuration with Global Media Fabric to improve the audio path.
See Use the Force TURN feature, Cloud media services CIDR IP address range, and Global Media Fabric overview for more information. This feature has no restriction by user or required user to access.
Deprecations and announcements
Mandatory US and Canada SMS/MMS registration
By March 15, 2023, Genesys Cloud organisations with United States and Canada 10-digit long code (10DLC) SMS-enabled numbers must submit a registration form to avoid outbound message blocking after March 31, 2023. To submit a form, organisations must complete all fields and include specific details. Genesys will return forms with missing or unclear information, which may cause delays in completing registration before March 31, 2023. To request the registration form, send an email to GenesysCloudSMS@genesys.com. For more information, see Genesys Cloud support of 10DLC (10-Digit Long Code). This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Deprecation of select filters in Analytics API in Predictive Engagement postponement
On January 25, 2023, Genesys announced that it would remove the journeyCustomerId and journeyCustomerIdType dimensions from the Journey Aggregate Query API on March 1, 2023. The removal date is now March 22. As a result, select filters that can be applied on journey event metrics are no longer available. This change affects all organisations that use Predictive Engagement and that use the Journey Aggregate Query API to query aggregate event metrics and then filter and group the results based on customer ID and customer ID type. For more information, see Deprecation of select filters on customer event metrics. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
End of Analytics Conversation Detail Endpoint API query interval change allowlist
On September 9, 2020, Genesys announced a change for the Analytics Conversation Detail Endpoint (/api/v2/analytics/conversations/details/query) to take effect December 16, 2020. After the take-effect date, Genesys allowed some organisations to continue to use the endpoint for data beyond 558 days. This exception ended on March 1, 2023. For more information, see Analytics Conversation Detail Endpoint API query interval change. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
CIDR IP address range for cloud media services expansion
On October 19, 2022, Genesys announced purchasing an additional CIDR IP address range for use in Genesys Cloud media services. On March 1, 2023, these new addresses became active. This change affects organisations that use Genesys Cloud Voice or BYOC Cloud and has a firewall policy to allow only traffic from certain IP ranges and restrict outbound connections from BYOC Cloud SBCs, Genesys Cloud clients, phones, and Edge devices. For more information about how to prepare for this expansion, see CIDR IP address range expansion for cloud media services. This feature has no restriction by user or required user to access.
Static data actions for web service data actions integration
On March 29, Genesys will remove the static data actions for the web service data actions integration. The static data actions will not appear in installed web service data actions integrations. Genesys recommends that customers access a template from Example web services data actions, modify the configuration, and import the new file as JSON into the data actions integration. For more information, see Deprecation: Static data actions for web service data actions integration. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation
On March 15, 2023, Genesys will retire Genesys Predictive Engagement on Genesys Engage on-premises, Genesys Engage Cloud, and Genesys Engage Multicloud (hybrid solutions). As a result, Genesys will discontinue the sale and renewal of licenses for the hybrid solutions and migrate all existing customers to Genesys Predictive Engagement on Genesys Cloud CX. Genesys will end maintenance and support on June 30, 2025. All organisations on the hybrid solutions are affected. For more information, see Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Deprecation of select filters in Analytics API in Predictive Engagement
On March 22, 2023, Genesys removed the journeyCustomerId and journeyCustomerIdType dimensions from the Journey Aggregate Query API. As a result, select filters that can be applied on journey event metrics are no longer available. This change affects all organisations that use the Journey Aggregate Query API to query aggregate event metrics and then filter and group the results based on customer ID and customer ID type. For more information, see Deprecation: Select filters on customer event metrics. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Static data actions for web service data actions integration removal
On March 29, Genesys removed the static data actions for the web service data actions integration. The static data actions will not appear in installed web service data actions integrations. Genesys recommends that customers access a template from Example web services data actions, modify the configuration, and import the new file as JSON into the data actions integration. For more information, see Deprecation: Static data actions for web service data actions integration. This feature required one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.
For more information on these and all other features released this month, contact us here