Contact center

Introducing voice transcription

The new voice transcription feature transcribes voice interactions into text, stored as speaker-separated conversational language. The transcript is a textual representation of the interaction between the customer and internal participants (IVR, ACD, agent, conference, or voicemail). View the transcript, which includes timing and speaker information, in the Transcript tab on the interaction detail page. Contact center managers and supervisors can use this feature to gain insight into voice interaction content, improve agent training and feedback, and identify business problems. This feature requires Edge and Media Tier version 1.0.0.9126 or later. For more information, see About voice transcription. 

View workforce management schedule changes with the audit log viewer

The audit log viewer now supports workforce management schedules. Administrators and supervisors can now access the audit log viewer from the Admin menu footer to see changes to schedule IDs and the action applied to them over the last week, such as added, published, updated, or deleted. A future release will allow users to access the audit log viewer from specific workforce management pages and will include which users modified the schedules over the past week, the schedule name, and the agents affected by the change. For more information, see Work with workforce management schedules.

Third-party text-to-speech (TTS) engines for bot integrations

Administrators and contact center managers can now select from any text-to-speech provider available in Architect flows for use with their installed bot integrations. This feature allows users to choose from a wider variety of voice options when configuring bots. For more information, see About bots and About text-to-speech (TTS) integrations.

Configure intent disambiguation in Genesys Dialog Engine

Administrators and contact center managers can now configure intent disambiguation in Genesys Dialog Engine to identify the best intent matches. This feature improves bot intelligence and provides a better user experience. For more information, see Intent disambiguation.

Agent toolbar usability improvement

Genesys updated the Interactions, Apps, Chat, Inbox, Calls, Video, and Favorites toolbars to improve usability. A vertical line no longer separates each icon and the selected icon now appears in blue. For an example, see Calls panel.

Deprecations

Internet Explorer support for Genesys Cloud embedded clients deprecation

On October 21, 2020, Genesys will no longer support using Internet Explorer as a web browser for the Genesys Cloud embedded clients. For more information, see Deprecation: Internet Explorer support for the Genesys Cloud embedded clients.