Genesys Cloud Archive - January 2023

List of the Genesys Cloud release notes published in January 2023.

Collaborate

Control access to the /giphy chat command

Contact center

Callback outcomes metrics
Evaluation Assistance
Evaluation, survey, and assessment form builder enhancements
Additional voice transcription accuracy improvements for Spanish

Platform

Solutions, subscription plans, licensing, and pricing from the Resource Center home page

Deprecations and announcements

Deprecation of select filters in Analytics API in Predictive Engagement

Collaborate

Video setting improvements

Contact center

Introducing the Genesys Cloud EX license
Online Agents count metric and Owned by Me filter for Performance Dashboards
Multiple media type filter support in views and exports

Deprecations and announcements

Identify Journey SDK method in Predictive Engagement deprecation
OS Family attribute in Predictive Engagement
CIDR IP address range for cloud media services expansion

Contact center

Specify a default panel for agent interactions
Conversation autostart for mobile platforms
Extended voice transcription services text decoration support
Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
Improved voice transcription accuracy for Japanese
Historical adherence bulk request

Deprecations and announcements

End of Analytics Conversation Detail Endpoint API query interval change allowlist

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.