Genesys Cloud - August 10, 2022

Contact center

Copy a development and feedback module

Contact center managers and supervisors can now copy a development and feedback module to use as the basis for a similar module. This feature enables managers to quickly create multiple similar modules with identical or similar content and assessments. For more information, see Copy a development and feedback module. 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.

Genesys Beyond module enhancements

Genesys Cloud refreshed the look and feel of the Genesys Beyond development and feedback modules for consistency with Genesys branding. The Genesys Beyond modules also now include supervisor modules to familiarize supervisors with Genesys Cloud platform features and management tasks. For more information, see Genesys Beyond modules. 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.

Configure setting to reduce latency of transcripts sent through Notifications API

Administrators can now choose to reduce the time it takes to receive a notification event for transcripts in speech and text analytics settings. This feature minimizes the latency of all transcripts sent through the Notifications API. 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.

Messenger Transport Mobile SDK

Developers and administrators can now import the Messenger Transport Mobile SDK into their organization’s mobile applications for iOS and Android. This feature enables developers to build custom user interfaces for Messenger. For more information, see Configure Messenger, Deploy Messenger, and Messenger Transport Mobile SDK in the Developer Center. This feature requires the following subscription: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Use self-managed AWS Key Management Service for conversation data encryption

Customers can now use their own self-managed AWS Key Management Service (KMS) to provide encryption keys for conversation data encryption in Genesys Cloud. This feature provides an additional layer of customer-controlled security on participant data used within Genesys Cloud. When KMS is configured, flow and script authors can manage sensitive data using the new Customer Secured Data actions. For more information, see Use an AWS KMS symmetric key for conversations, Get Secured Data action, Set Secured Data action, and the Customer Secured Data section in Manage script properties, Available script actions, and Script input and output variables. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3. 

Platform

South America (São Paulo) region deployment

Genesys now includes the South America (São Paulo) (sa-east-1) region in its Genesys Cloud deployment. Service deployments to this region begin August 10, 2022. New Genesys Cloud customers can choose the region closest to their main site location. For more information, see AWS regions for Genesys Cloud deployment. This feature has no restriction by user or required user to access.

Deprecations

Microsoft Edge Legacy browser support deprecation

On December 7, 2022, Genesys will end support for the Microsoft Edge Legacy browser for the Genesys Cloud web app. For more information, see Deprecation: Microsoft Edge Legacy browser support. This feature has no restriction by user or required user to access.

Website visitor count API change

Genesys Cloud has postponed the take effect date for replacement of the API that Predictive Engagement uses to track visits to customer websites to August 17, 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.