Genesys Cloud - April 21, 2021
Contact center
Introducing development and feedback modules for agents
Learning managers can now create modules to deliver information and training content directly to an agent’s Genesys Cloud inbox. Genesys automatically assigns modules using business rules to effectively and efficiently onboard agents and aid their development. This feature includes five pre-loaded Genesys Beyond training courses. Managers can make these courses available to new agents when they first log in to Genesys Cloud to assist with onboarding and Genesys Cloud usage. For more information, see About development and feedback modules. This feature requires the following subscription: Genesys Cloud User 3.
Gamification start date selection
Administrators can now set a start date for gamification in their organization. Agent activity begins to display gamification points to users on the selected start date. For more information, see Activate gamification for your organization. This feature requires the following subscription: Genesys Cloud User 3.
Transcripts Aggregate API for detected topics
Developers can now use the Transcripts Aggregate API to retrieve detected topics information for conversations. This endpoint shows a high-level summary of metrics for detected topics for a specified interval. For more information, see Transcripts Aggregate query in the Developer Center. This feature requires the following subscription: Genesys Cloud User 3.
Transcript search API enhancements
Developers can now use the transcript search API to search digital interactions. They can also use the API to search by customer sentiment score and customer sentiment trend. For more information, see Transcript search in the Developer Center. This feature requires the following subscription: Genesys Cloud User 3.
Integrations
Multiple certificates for single sign-on providers
Administrators can now choose to store one additional certificate for their single sign-on provider to ensure business continuity. If one certificate becomes invalid or expires, the backup certificate preserves the integration. For more information, see Supported single sign-on integrations in About single sign-on (SSO). This feature has no restriction by user or required user to access.
Deprecations
Predictive Engagement outcome limitation change
Starting May 17, 2021, Predictive Engagement administrators must limit the number of outcomes for their organization to 10. For more information, see Outcome limitation change. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.
CIDR IP address range for cloud media services change
On April 30, 2021, Genesys will implement the CIDR IP address range for cloud media services change for Canada (Central), EU (Frankfurt), EU (Dublin), Asia Pacific (Sydney), and Asia Pacific (Tokyo). Customers should check the Genesys Cloud system status page for updates and contact Customer Care if issues occur. For more information, see CIDR IP address range for cloud media services change. Customers who have not implemented the firewall rules should contact their network administrator immediately to avoid service disruption.
