Genesys Cloud - June 16, 2021

The new WebRTC Media Helper enables telephony administrators to use WebRTC phones with Genesys Cloud in a virtual desktop infrastructure (VDI) environment. WebRTC Media Helper is a browser-based application that allows the WebRTC real-time media flow to run independently, outside a VDI session, providing an optimal audio quality experience. For more information, see About WebRTC Media Helper. This feature has no restriction by user or required user to access.

Administrators and contact center managers can use the new Architect common module flow type to build logic once and then reuse it in multiple flows and flow types. Incorporating common modules into the flow design process reduces the need to replicate flow logic in multiple flows and decreases development time and effort. For more information, see Work with common module flows. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Permission to activate and deactivate queue membership

The new Routing > QueueMember > Manage permission enables administrators and contact center supervisors to activate and deactivate on-queue agents from various performance views. This permission also allows for queue membership management from administration screens without the permissions to modify other queue-level settings. To enable only the new functionality, administrators must grant this permission to users and remove all other Routing > Queue permissions. For more information, see Activate and deactivate agents in queues. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

New custom actions and usability improvements for script designers

Between July 2 and August 2, 2021, Facebook will remove the Facebook Messenger HUMAN_AGENT message tag from early adopter Facebook apps. Genesys Cloud has been using this feature with its Facebook Messenger integration as an early adopter for some time. The HUMAN_AGENT message tag enables agents to respond to messages more than 24 hours after receiving them. If your organization’s Facebook Messenger integration uses a Genesys-owned Facebook app older than April 19, 2021, or if it uses a customer-owned Facebook app, you must take action before July 2, 2021 to allow agents to continue to respond to messages more than 24 hours after receiving them. For more information, see Facebook Messenger HUMAN_Agent message tag deprecation. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.

On June 14, 2021, the Predictive Engagement outcome limitation change went into effect. For more information, see Outcome limitation change. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud 1 Digital Upgrade I, Genesys Cloud 1 Digital Upgrade II, or Genesys Cloud 2 Digital Upgrade I. 

Starting June 16, 2021, Genesys now uses the Speech and Text Analytics service name to log audit events for changes to topics and programs, instead of the Topics Definitions service name. For more information, see Topics and programs audit events name change. This feature requires the following subscription: Genesys Cloud User 3.