Genesys Cloud - May 11, 2022

Communicate

Introducing hybrid telephony connections

A new set of hybrid telephony connection features enable telephony administrators to combine any or all of the Genesys Cloud supported telephony connections. For example, customers that use BYOC Premises can now add Genesys Cloud Voice or BYOC Cloud to their organization to leverage additional cloud services or aid in migration from premises to cloud services. Customers that use Genesys Cloud Voice or BYOC Cloud and need local Edge devices for regulatory or connectivity purposes can now add BYOC Premises and local Edges to their organization. For more information, see About hybrid media. This feature has no restriction by user or required user to access.

Contact center

Dynamically look up schedules, schedule groups, and emergency groups in Architect flows

Administrators and contact center managers can now use new Find Schedule, Find Schedule Group, and Find Emergency Group actions in Architect. These new actions enable administrators to dynamically look up these schedules and groups at flow runtime. For more information, see Find Schedule action, Find Schedule Group action, and Find Emergency Schedule action. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2 or Genesys Cloud User 3.

Recycle a digital campaign

Outbound administrators can now recycle digital campaigns. When Recycle is enabled and the campaign is turned on, the campaign starts over from the beginning of the contact list. When Recycle is enabled and the campaign is turned off, the campaign starts over from the beginning of the contact list when the campaign is turned back on. For more information, see Recycle a campaign. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Enhanced customer journey view for Predictive Engagement administrators

Genesys Cloud updated the look and feel of the customer journey view for Predictive Engagement administrators, available from the Live Now page. For familiarity and consistency, the administrator customer journey view now resembles the agent customer journey view. The page displays the details of a customer visit to any of the tracked web pages. For more information, see Customer summary (admin view). This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Shrinkage Reporting API for workforce management

Developers can now use the Shrinkage Reporting API to aggregate historical adherence and schedule data for capacity planning and scheduled staffing requirements. The data provides a comparison of the planned and actual agent activities that caused the agent to move away from the agent’s primary responsibilities. The data can also help administrators to refine staffing requirements and the agent’s schedule. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Ability to provide feedback to sentiment analysis in French dialects

Administrators and contact center managers can now provide feedback on specific phrases marked with positive, negative, or neutral sentiment in France French (fr-FR) and Canadian French (fr-CA). This feature helps with training and enhances the organization’s specific sentiment analysis capability. The entered phrases are dialect-specific and can be defined as positive, negative, or neutral. For more information, see Work with sentiment analysis. This feature requires the following subscription: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Dutch programs, topics, and phrases support

Programs, topics, and phrases support is now available for Dutch (nl-NL). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Integrations

Amazon EventBridge topic for wrap-up codes

The Amazon EventBridge integration now includes a topic to stream analytics detail events for wrap-up codes set by system applications. For more information, see Available topics in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Communicate.

Amazon EventBridge topics for external contacts and after call work events

The Amazon EventBridge integration now includes a topic to stream analytics detail events for external contact association changes. The integration also now includes a new field for after call work events to include wrap-up notes. For more information, see Available topics in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Communicate.

Platform

Updated icons in the Genesys Cloud UI

Genesys updated the icons in the following areas in the Genesys Cloud UI: Sidebar, top bar, video chat, calls, and interactions. For more information, see Navigate the interactions panel. This feature has no restriction by user or required user to access.