August 2023 - Genesys Cloud Resource Center

Genesys Cloud Archive - August 2023

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

Customer engagement

Conditional group routing as the timeout routing method for preferred agent routing
Require the WebRTC Media Helper
Custom music for agent-initiated hold duration
End interactions automatically when agents logoff
Improved media handling for outbound message attachments

Data, analytics, and reporting

Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
Introducing the Genesys Cloud Analytics Add-on (A3S)
Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

Genesys Cloud for Chrome extension update
Calling party ID in p-asserted identity SIP header
Yealink headsets support

Self service and automation

Additional formatting for knowledge workbench v2 articles
Test digital bot flows in real time
Intent health in Architect bot flows and digital bot flows

Workforce engagement

Quality evaluation scores now available as a gamification metric

Deprecations and announcements

US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
Arrow Electronics partnership and end of preconfigured edge appliances program
Deprecation: CX digital agent workspace (digital desktop only)
Japanese translation of “idle” inconsistency

Data, analytics, and reporting

Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese
Real-time agent filtering and agent updates

Self service and automation

Nuance Mix integration support in Canada
JSON variables and states in Architect bot flows and digital bot flows

Contact center

Additional voice transcription accuracy improvements for Japanese
Sensitive Data Masking for voice interactions
Additional CX 1 Digital Add-On II capabilities
Co-browse for web messaging read-only fields and buttons
Dashboards summary page enhancements
Dashboard management for administrators
Knowledge follow-up tasks in bot flows and digital bot flows

Integrations

Amazon LexV2 integration available in the FedRAMP region

Deprecations and announcements

Search Audits view deprecation
BYOC Cloud TLS X.509 certificate renewal
Certificate Authority change for Microsoft Teams integration
Release Notes category improvements

Contact center

Force stop button in digital campaign management

Integrations

Limitation for JSON objects depth in data action service

Platform

Trigger inclusion in Genesys Cloud CX 1 license

Contact center

Updated WhatsApp pricing structure
Copy and share interaction transcripts
Web messaging inbound custom attribute size limit requests
SMS short code number in France
Improved workload balancing in predictive routing

Integrations

Two score-setting options for ranking waiting interactions

Platform

PCI DSS recertification
Genesys Cloud WhatsApp Embedded signup self-service onboarding
Subscribe to events from the Operational Console

Deprecations and announcements

Deprecation: Outbound Search Audits view
Mandatory SMS US and Canada registration

Contact

Solution

Company

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.