Streamline Your Customer Experience – From Improved Video Settings to Enhanced Voice Transcription Services
FEB 2023
Collaborate
Video setting improvements
Users can now adjust the volume of video alert notifications, including the sounds that play when users join and leave Genesys Cloud CX video sessions. Users can also choose to join video chats automatically. Previously, users could only participate in a video chat after manually selecting to join it in a confirmation window. For more information, see Change video chat settings, Change web app preferences, Change Windows desktop app preferences, and Change Mac desktop app preferences. This feature has no restriction by user or required user to access.
Control access to the /giphy chat command
Administrators can use the new Chat > Giphy > Access permission to enable or disable the /giphy chat command for users. This permission controls the ability for users to view Giphy search results in Genesys Cloud CX and then select an image to insert into a chat room. Genesys Cloud automatically adds the new permission to the Employee role. For more information, see How do I disable the /giphy chat command for users?. This feature has no restriction by user or required user to access.
Contact Centre
Specify a default panel for agent interactions.
Administrators can now specify a default contextual panel per channel for agent interactions. An administrator-selected default panel presents the most relevant information first, and lets agents quickly respond to customers. Previously, the Interactions panel displayed the Profile panel by default. For more information, see Specify default panels for agent interactions and Navigate the Interactions panel. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Conversation autostart for mobile platforms.
Developers can now configure messaging on mobile platforms to start conversations automatically. The Conversation Autostart feature enables bots to greet customers immediately without waiting for an inbound message. For more information, see Conversation Autostart in the Developer Centre. 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 Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Extended voice transcription services, text decoration support.
Genesys extended voice transcription services (EVTS) now support text decorations within transcriptions. Administrators can view punctuation and capitalisation that the EVTS transcription engine includes in generated transcripts. For more information, see 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.
Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages.
Extended voice transcription services support is now available for French Canada (fr-CA), French France (fr-FR), Swedish Sweden (sv-SE), Danish Denmark (da-DK), Finnish Finland (fi-FI), and Norwegian Norway (nb-NO). 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.
Improved voice transcription accuracy for Japanese.
Genesys Cloud CX improved voice transcription accuracy for Japanese (ja-JP). 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 I, Genesys Cloud CX 3, or Genesys Cloud EX.
Historical adherence bulk request.
Developers can use the new historical adherence bulk request API to query agent schedule adherence and conformance history. The new API allows developers to make fewer and more efficient requests for historical agent schedule adherence. For more information, see Querying For Historical Adherence in the Developer Centre. 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.
Introducing the Genesys Cloud EX license
Genesys Cloud now offers an employee experience license package, Genesys Cloud EX. The new package enables organisations to use the Genesys Cloud platform for key workforce engagement capabilities on interactions handled on an external platform. This initial release includes capabilities for onboarding, learning and training, workforce management, performance management, gamification, and coaching. For more information, see About Genesys Cloud EX. The feature requires the following subscription: Genesys Cloud EX.
Online Agents count metric and Owned by Me filter for Performance Dashboards.
Contact centre managers and supervisors can now filter for their own dashboards in addition to the current availability and favourites filters. Managers and supervisors can now select the Online Agents count queue metric in a Metrics widget to see the number of online agents. For more information, see Add and edit Performance Dashboards. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud EX.
Multiple media type filter support in views and exports.
Contact centre managers and supervisors can now filter by more than one media type in aggregate and detail views and exports. The filter does not allow the selection of the voice and callback media types simultaneously. For more information, see About reports, views, and dashboards. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Callback outcomes metrics.
Contact centre managers and supervisors can now view two new callback metrics in the Interactions view, Callback – Time to First Dial and Callback – Time to First Connect. The new metrics measure how long the customer waits after they request a callback until the system dials the number and connects the customer to an agent. Managers and supervisors can use this information to gain insight into callback outcomes. For more information, see Interactions view and tFirstDial and tFirstConnect in Metrics in the Developer Centre. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Evaluation Assistance.
Quality administrators can use the new Evaluation Assistance functionality to add Evaluation Assistance Conditions to answers when they create evaluation forms. During an evaluation, this feature prefills answers automatically based on topics detected by speech and text analytics throughout an interaction. For more information, see Create and publish an evaluation form, Edit an evaluation form, Evaluate an interaction, and Quality management roles and permissions. 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, survey, and assessment form builder enhancements.
Genesys Cloud enhanced the builder interface for evaluations, surveys, and assessments. These enhancements include reduced and consolidated edit modes, updated visual hierarchy between data groups, improved visibility into form scoring functionality, and surfaced actions in relation to form construction. These changes do not impact existing feature functionality. For more information, see Create and publish an evaluation form, Edit an evaluation form, Evaluate an interaction, and Quality management roles and permissions. 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, or Genesys Cloud CX 3.
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.
Platform
Solutions, subscription plans, licensing, and pricing from the Resource Centre home page.
Genesys Cloud CX users can view the new Solutions, subscription plans, licensing, and pricing article from the Resource Centre home page. The new article includes links to Genesys Cloud CX offerings, subscriptions and licensing, and comparison plans. For more information, see Genesys Cloud Resource Center and Solutions, subscription plans, licensing, and pricing home. This feature has no restriction by user or required user to access.
Deprecations and announcements
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 ends 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.
Identify Journey SDK method in Predictive Engagement deprecation.
On January 31, Genesys will remove the identity Journey SDK method that Genesys Cloud CX uses to add information to a customer record. Organisations that use the identify method are affected. For more information, see Deprecation of identify Journey SDK method. 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 3, or Genesys Cloud CX 3 Digital.
OS Family attribute in Predictive Engagement.
On January 18, Genesys removed the OS Family attribute that is configured with the Mac OS X value. Organisations that use the OS Family attribute set to Mac OS X must update the value to Mac OS. For more information, see Deprecation of OS Family attribute. 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.
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 CX media services. These new addresses will become active on February 15, 2023. This change affects organisations that use Genesys Cloud CX Voice or BYOC Cloud and have a firewall policy to allow only traffic from certain IP ranges and restrict outbound connections from BYOC Cloud SBCs, Genesys Cloud CX 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.
Deprecation of select filters in Analytics API in Predictive Engagement.
On March 1, 2023, Genesys will remove the journeyCustomerId and journeyCustomerIdType dimensions from the Journey Aggregate Query API. As a result, select filters that can be applied on journey event metrics will no longer be available. This change affects all organisations that use Predictive Engagement and 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.
_________________________________________________________________________________________________________
For more information on these and all other features released this month, contact us here