Genesys Cloud - April 26, 2023

Contact Center

Generative AI to summarize agent digital interactions

Genesys Agent Assist provides generative AI to summarize agents digital interaction with customers. Agents can reduce ACW by using this summary during wrap-up. This feature uses generative AI to summarize the key aspects of the conversation. For more information, see Create a conversation summary with Genesys Agent Assist. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital.

Administrators and contact center supervisors can now navigate more easily to schedules and shift trades view. These options appear under the Workforce Management > Scheduling menu on the left side of the page. For more information see Work with workforce management schedules, Filter and sort shift trade requests, and Approve or deny a shift trade. 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, Genesys Cloud CX 3, or Genesys Cloud EX.

Automatic language detection for digital interactions

Genesys Cloud now automatically detects the language in digital interactions via machine learning algorithms and then applies the appropriate sentiment analysis and topic spotting. Also, the content search categorizes interactions by language, rather than marking them as unknown. For more information, see Work with a digital transcript. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-On II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.

Bulk changes to knowledge base question and answer articles

Knowledge authors can now make edits to multiple knowledge base question and answer articles. For more information, see Edit multiple knowledge base articles at once. 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, or Genesys Cloud CX 3 Digital.

Copy an existing evaluation or web survey form

Quality administrators can now have the ability to copy an existing evaluation or web survey form, which they can update and publish as necessary. For more information, see the documentation: Copy an evaluation form and Copy a web survey form. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.

Customer Journeys tab in the Interactions View

Administrators and contact center supervisors can now enable a the Customer Journeys tab in the Performance > Interactions View to see the last 60 days of the external contact’s journey history. Access to this tab requires the External Contacts > Session > View permission. This feature already exists for Predictive Engagement customers and is now enriched with conversation data. The new tab provides supervisors with a view of all the stitched channel conversations enabled by Single Customer View. For more information, see View an interaction’s customer journey, View an interaction’s Predictive Engagement journey data, View an interaction’s details, and About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.

Canned responses source code/HTML editor

Administrators and canned responses authors can now use the HTML source code editor to create and manage content. The HTML source code editor is available in the following response types: Standard, Campaign Email Template, and Footer. For more information, see Format canned responses. 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.

Access to Queue Agent Details View by division membership

Administrators can now use divisions to control which users can view and export information from the Queue Agent Details View. This constraint ensures that users may only view agent information if their role is scoped to the same division as the agent. For more information, see Queues Activity Detail view. This feature has no restriction by user or required user to access.

Integrations

Introduction of OAuth 2.0 for custom SMTP integration

Organizations that use a custom SMTP integration to send email can now use OAuth 2.0 to authenticate. Administrators can choose between basic authentication and OAuth 2.0 when they activate the SMTP server integration. For more information, see Configure and activate the custom SMTP server integration. 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.

Deprecations and announcements

Customer journey tab replacement

On April 26, 2023, Genesys removed the original Customer Journey tab for Predictive Engagement organizations, and replaced with an enhanced tab. The new, enhanced Customer Journey tab view replaces the original version and is available to users with the new External Contacts > Session > View permission. The tab gives a visual representation of a customer’s journey on a tracked website. The original Customer Journey tab is no longer be available in Live Now, Agent CX agent workspace, Interactions view, and Salesforce embedded view interfaces. For more information, see Deprecation: former customer journey tab. 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.

Notes:

Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
Some features may require an integration add-on.