Genesys Cloud - January 25, 2023

Collaborate

Control access to the /giphy chat command

Administrators can use the new Chat > Giphy > Access permission to enable or disable the /giphy chat command for users. This permission controls the ability for users to view Giphy search results in Genesys Cloud and then select an image to insert into a chat room. Genesys Cloud automatically adds the new permission to the Employee role. For more information, see How do I disable the /giphy chat command for users?. This feature has no restriction by user or required user to access.

Contact center

Callback outcomes metrics

Contact center managers and supervisors can now view two new callback metrics in the Interactions view, Callback – Time to First Dial and Callback – Time to First Connect. The new metrics measure how long the customer waits after they request a callback until the system dials the number and connects the customer to an agent. Managers and supervisors can use this information to gain more insight into callback outcomes. For more information, see Interactions view and tFirstDial and tFirstConnect in Metrics 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.

Evaluation Assistance

Quality administrators can use the new Evaluation Assistance functionality to add Evaluation Assistance Conditions to answers when they create evaluation forms. During an evaluation, this feature prefills answers automatically, based on topics detected by speech and text analytics throughout an interaction. For more information, see Create and publish an evaluation form, Edit an evaluation form, Evaluate an interaction, and Quality management roles and permissions. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Evaluation, survey, and assessment form builder enhancements

Genesys Cloud enhanced the builder interface for evaluations, surveys, and assessments. These enhancements include reduced and consolidated edit modes, updated visual hierarchy between data groups, improved visibility into form scoring functionality, and surfaced actions in relation to form construction. These changes do not impact existing feature functionality. For more information, see Create and publish an evaluation form, Edit an evaluation form, Evaluate an interaction, and Quality management roles and permissions. 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.

Additional voice transcription accuracy improvements for Spanish

Genesys Cloud improved voice transcription accuracy for Spanish dialects (es-ES and es-US). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on 1, or Genesys Cloud CX 3.

Platform

Solutions, subscription plans, licensing, and pricing from the Resource Center home page

Genesys Cloud users can view the new Solutions, subscription plans, licensing, and pricing article from the Resource Center home page. The new article includes links to Genesys Cloud offerings, subscriptions and licensing, and comparison plans. For more information, see Genesys Cloud Resource Center and Solutions, subscription plans, licensing, and pricing home. This feature has no restriction by user or required user to access.

Deprecations and announcements

Deprecation of select filters in Analytics API in Predictive Engagement

On March 1, 2023, Genesys will remove the journeyCustomerId and journeyCustomerIdType dimensions from the Journey Aggregate Query API. As a result, select filters that can be applied on journey event metrics will no longer be available. This change affects all organizations that use Predictive Engagement and that use the Journey Aggregate Query API to query aggregate event metrics and then filter and group the results based on customer ID and customer ID type. For more information, see Deprecation of select filters on customer event metrics. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.