Genesys Cloud Archive - October 2022

List of the Genesys Cloud release notes published in October 2022.

Contact center

Predictive routing benefit assessment for preferred agent routing
Destination address dimension in Conversation Detail record
Workforce management UI accessibility improvements

Deprecations

API default profile change for gamification metrics

Contact center

Analyze feedback from the knowledge workbench
Hyperlinks in knowledge base articles
Typing indicators available for Messenger Transport Mobile SDK
Arabic voice transcription support

Deprecations

Genesys Cloud SSO certificate expiry
CIDR IP address range for cloud media services expansion

Contact center

Single customer view powered by identity resolution available in all regions
Introducing Genesys Enhanced Text-to-Speech integration
Shift trading on iOS and Android devices
Secure bot flows in Architect
Audit log viewer for action maps
Agent Locale Scripter variable for agent’s chosen language
Sentiment feedback, content search, and Interactions view icon updates

Contact center

Skill expression groups

Define ring membership by queue

Improved knowledge workbench V2 import and export

Agent utilization in improved estimated wait time calculations

Platform

API Explorer refresh
Updated Genesys Knowledge Network

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.