Genesys Cloud - March 1, 2023

Contact center

Introducing homescreen configuration for Messenger

Administrators can now enable the Homescreen for Messenger configurations. Homescreen allows advanced Messenger branding and configuration, including logos, headings, and knowledge articles that appears to the customers. For more information, see Messenger Homescreen and knowledge articles overview and Configure Messenger. 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. 

Knowledge articles in Messenger 

Administrators can now enable knowledge articles in a Messenger configuration and link an existing knowledge base to that configuration. Customers can then search and browse knowledge articles in the Messenger Homescreen. For more information, see Messenger Homescreen and knowledge articles overview and Configure Messenger. 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.

Agent Log-in Log-out report

Contact center managers and supervisors can use the new Agent Status Log-in Log-out report to view when agents log in and out of Genesys Cloud and how long the agents remain logged in. This information enables managers and supervisors to monitor agents’ log in activities. For more information, see Agent Status Log in – Log out report. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Status duration data for agents

Contact center managers and supervisors can use the Agent Status Summary Detail view to view the amount of time an agent remains in each status, by interval. For more information, see Agents Status Summary Detail view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Analytics workspace improvements

Genesys has improved the analytics workspace. Changes include the ability to rearrange tabs, a new location to save the view, the ability to overwrite saved views, and new tab actions such as reload, duplicate, close, close all tabs, and close all tabs excluding the active tab. For more information, see Work with the analytics workspace. This feature has no restriction by user or license. 

Delayed reaction triggers for process automation

Developers can use the new delayBySeconds attribute in process automation to delay a reaction for up to 15 minutes after its event trigger occurs. For more information, see Triggers Overview in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Platform

Hong Kong, Jakarta, and Paris satellite region deployment

Genesys added Asia Pacific (Hong Kong), Asia Pacific (Jakarta), and Europe (Paris) satellite regions to its Genesys Cloud deployment. The new satellite region deployments are identified in Genesys Cloud as Asia Pacific (Hong Kong), Asia Pacific (Jakarta), and EMEA (Paris). They improve WebRTC media communications for organizations located in or near these areas by hosting TURN servers. The new satellite regions can also be used for configuration with Global Media Fabric to improve the audio path. For more information, see Use the Force TURN feature, Cloud media services CIDR IP address range, and Global Media Fabric overview. This feature has no restriction by user or required user to access.

Deprecations and announcements

Mandatory US and Canada SMS/MMS registration

By March 15, 2023, Genesys Cloud organizations with United States and Canada 10-digit long code (10DLC) SMS enabled numbers must submit a registration form to avoid outbound message blocking after March 31, 2023. To submit a form, organizations must complete all fields and include specific details. Genesys will return forms with missing or unclear information, which may cause delays completing registration before March 31, 2023. To request the registration form, send an email to GenesysCloudSMS@genesys.com. For more information, see Genesys Cloud support of 10DLC (10-Digit Long Code). This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Deprecation of select filters in Analytics API in Predictive Engagement postponement

On January 25, 2023, Genesys announced that it would remove the journeyCustomerId and journeyCustomerIdType dimensions from the Journey Aggregate Query API on March 1, 2023. The removal date is now March 22. As a result, select filters that can be applied on journey event metrics are no longer 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.

End of Analytics Conversation Detail Endpoint API query interval change allowlist

On September 9, 2020, Genesys announced a change for the Analytics Conversation Detail Endpoint (/api/v2/analytics/conversations/details/query) to take effect December 16, 2020. After the take effect date, Genesys allowed some organizations to continue to use the endpoint for data beyond 558 days. This exception ended March 1, 2023. For more information, see Analytics Conversation Detail Endpoint API query interval change. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

CIDR IP address range for cloud media services expansion 

On October 19, 2022, Genesys announced the purchase of an additional CIDR IP address range for use in Genesys Cloud media services. On March 1, 2023, these new addresses became active. 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 BYOC Cloud SBCs, 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.