Genesys Cloud - December 7, 2022

Communicate

Ringtone options for web and desktop apps

Genesys Cloud added ten new ringtone options. These additional choices allow users to select a different ringtone than their nearest co-worker. A future release will include ringtone options for the embedded framework and mobile apps. For more information, see Set Genesys Cloud sound preferences. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Contact center

Predictive routing queue impact report

Contact center managers and supervisors can use the new predictive routing queue impact report to view predictive routing performance for a collection of KPIs in addition to the target KPI. The report contains more detailed information that shows the potential impact of predictive routing on other KPIs, such as Average wait, Over SLA, and Transfer %, with the main predictive routing optimized KPI. For more information, see View predictive routing queue impact report. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Limited details for interactions older than 1.5 years available in all regions

Contact center managers and supervisors can now use the Interaction Details view to display limited information, including recording playback, about interactions older than 1.5 years. This feature is now available in all regions. For more information, see Retention period for analytics data and recording. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Auto search for callbacks and outbound campaign calls in the Profile panel

Agents can now automatically view contact search results in the Profile panel on callbacks and outbound campaign calls. Agents then select the contact from the search list or can create a new contact with that phone number. Previously, agents manually entered the phone number for a callback or outbound campaign call into the search box. For more information, see External contact management scenarios. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Offset parameter added in recording bulk job API

Developers can now specify the number of days from the creation date of recordings to bulk export or bulk delete the recordings with the recording bulk job API. Previously, developers needed to specify an absolute date. Developers can use this offset parameter to retroactively fix the export date or delete date of past recordings if they misconfigured their quality management policy. For more information, see Recording Bulk Job API in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Do Not Contact list endpoints for record removal

Developers and administrators can now use two new API endpoints to remove single or multiple records and expired or all records from a Do Not Contact (DNC) list. For more information, see DELETE /api/v2/outbound/dnclists/{dncListId}/emailaddresses, DELETE /api/v2/outbound/dnclists/{dncListId}/phonenumbers, PATCH /api/v2/outbound/dnclists/{dncListId}/emailaddresses, and PATCH /api/v2/outbound/dnclists/{dncListId}/phonenumbers in the API Explorer page in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Genesys Messenger support for Hebrew

Genesys Messenger support is now available for Hebrew (he). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 3 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Tempo icon in Genesys Cloud

Agents can now click a new mobile phone icon in the side panel of the Genesys Cloud workforce management agent schedule view. From this icon, agents can learn more about Tempo, Genesys Cloud’s native mobile workforce management app. Agents can also access links and QR codes to download the app onto their mobile phone. Administrators can use the Mobile > Tempo > View permission to enable or disable the icon for agents. For more information, see Download Genesys Tempo from your Desktop.  This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Workforce management time-off plan accessibility improvements

Genesys Cloud updated the Time-Off Plans user interface view to improve accessibility. These changes include minor updates to the clarify the process of selecting whether agent time-off counts against the time-off limit. These changes do not impact the workflow of the user interface. For more information, see Add a time-off plan. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Knowledge workbench V2 accessibility improvements

Genesys Cloud updated the knowledge workbench V2 user interface to improve accessibility and customer experience. These changes include minor updates to ensure consistency between views and user interface elements, highlighting for objects in focus, and expanded color options for categories and labels. These changes do not impact the workflow of the UI. For more information, see About the knowledge workbench V2. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Deprecations and announcements

Microsoft Edge Legacy browser support deprecation

On December 7, 2022, Genesys ended 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.