Genesys Cloud - July 13, 2022

Collaborate

Genesys Cloud video chat setting improvements

Business users can now change default settings for Genesys Cloud video chat, including audio mute, video mute, and pop out settings. For more information, see Change video chat settings. This feature has no restriction by user or required user to access.

Communicate

Introducing BYOC Premises Customer Hardware Solution

Telephony administrators can now build their own Edge devices with the BYOC Premises Customer Hardware Solution. Administrators work with their preferred vendor to acquire the required hardware components specified in the bill of materials, and, after assembly, use a provided installer to provision their new Edge device. The Customer Hardware Solution Edge device comes in two configurations designed to support different-sized organizations. Monthly hardware usage charges apply. For more information, see About BYOC Premises – Customer Hardware Solution. This feature has no restriction by user or required user to access.

Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Genesys Cloud Voice customers in the US, Canada, and EMEA can now purchase DID and toll-free numbers in the following LATAM countries where Genesys Cloud Voice is available: Chile, Dominican Republic, El Salvador, Panama, and Peru. Services are provided out of the US East (N. Virginia), US West (Oregon), Canada (Canada Central), EU (Frankfurt), EU (Ireland), and EU (London) regions. For more information, see Genesys Cloud Voice pricing and Genesys Cloud Voice global coverage requirements and restrictions. This feature has no restriction by user or required user to access.

Contact center

Contact center managers and supervisors can now use the new topic trends summary and detail views to view the frequency and trends for topics occurring within calls, chat, messaging, and emails within the contact center. This feature provides insight into call drivers, customer sentiment, and agent skills and performance, based on topics and events detected during a customer interaction. Managers can use the aggregated metrics to better understand customer and agent behavior during the interaction. For more information, see Topic Trends Summary view and Topic Trends Detail view. 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.

Agent ACD skills and language proficiency routing improvement

Contact center managers and supervisors can now add proficiency values to language skills when assigning them to agents. Previously, the agent’s overall proficiency score did not include language proficiency values. Because ACD routing now combines language proficiency ratings with ACD skill ratings, contact center managers and supervisors no longer need to create separate ACD skills for language proficiency ratings when using the Best Skills Available evaluation method. For more information, see Routing and evaluation methods and Add an ACD skill or language to a user. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Improved default program list in speech and text analytics settings

Genesys Cloud updated the Default Program selection in the Speech and Text Analytics Settings page so that all published programs are visible, including programs with unpublished changes. Previously, the list did not include programs with outstanding unpublished changes. For more information, see Speech and text analytics. 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.

Japanese voice transcription support

Voice transcription support is now available for Japan Japanese (ja-JP). For more information, see Genesys Cloud supported languages. This feature requires the following subscription: Genesys Cloud User 3.

Deprecations

Website visitor count API change

Genesys Cloud postponed the take effect date for replacement of the API that Predictive Engagement uses to track visits to customer websites from July 20, 2022 to August 10, 2022. Due to this change, the sessionCount variable replaces the visitCount variable. For more information, see Deprecation: Website visitor count API change. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.