Genesys Cloud - October 19, 2022

Contact center

Analyze feedback from the knowledge workbench

Administrators and knowledge authors can now capture, view, and analyze knowledge feedback that customers provide bots through interactions, including articles and search results. Feedback analysis enables knowledge authors to identify a need for new articles and the existing articles that they can improve by adding phrases and refining content. In a future release, knowledge authors can capture feedback from the support center and Agent Assist. For more information, see Review knowledge article feedback. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Hyperlinks in knowledge base articles

Knowledge authors can now add and edit hyperlinks within articles to direct users to other sites. Hyperlinks can also contain email addresses that enable customers to more quickly reach appropriate members of the organization through the support center. This feature enhances the customer experience by providing alternative options when bots and chat are not preferred solutions. Future releases will include the ability to add images as hyperlinks, use additional transfer protocols, and customize the way links open. For more information, see Add question and answer articles to a knowledge base V2. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Typing indicators available for Messenger Transport Mobile SDK 

Developers and administrators can now enable typing indicators for mobile platforms from the Admin > Messenger Configurations panel. This feature indicates when the other party is typing a reply when using Mobile Messenger. For more information, see Configure Messenger, Deploy Messenger, and Messenger Transport Mobile SDK in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Arabic voice transcription support

Voice transcription support is now available for Arabic (ar-001). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud User CX WEM Upgrade II, or Genesys Cloud CX 2 WEM Upgrade I.

Deprecations

Genesys Cloud SSO certificate expiry

On December 13, 2022, the Genesys Cloud SSO certificate will expire. If an organization uses the Single Logout feature and their identity provider (IDP) supports signature verification for Single Logout requests, administrators must upload a new certificate to their IDP. For more information, see Genesys Cloud SSO certificate expiry. This feature has no restriction by user or required user to access.

CIDR IP address range for cloud media services expansion

Genesys purchased an additional CIDR IP address range for use in Genesys Cloud media services. These new addresses will be available in early 2023. This change affects organizations that use Genesys Cloud Voice or BYOC Cloud and have a firewall policy in place to allow only traffic from certain IP ranges and restrict outbound connections from Genesys Cloud clients, phones, and Edge devices. For more information about how to prepare for this expansion, see CIDR IP address range expansion for cloud media services. This feature has no restriction by user or required user to access.