Genesys Cloud - April 5, 2023

Platform

Automatic inactivity timeout improvement

Genesys Cloud improved the automatic inactivity timeout. This improvement ensures that certain system API calls no longer reset the inactivity timeout. Additionally, the inactivity timeout does not apply to client credential grant types. For more information, see Set an automatic inactivity timeout. This feature has no restriction by user or required user to access.

Maximum voicemail recording length setting

Administrators can now set the maximum length for voicemails to up to 15 minutes. The extended length allows callers to provide more information in voicemail recordings. For more information, see Set the maximum voicemail length. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Contact Center

Introducing the Data Actions Performance views

Contact center managers and supervisors can use the new Data Actions Performance Summary and Data Actions Performance Detail views to see data about usage, responsiveness, or failure rates for data actions, historically or in near real time. This information enables managers and supervisors to identify problems proactively, for example, expired credentials. The historical tracking characteristic of this view allows managers and supervisors to determine if activities such as CRM data cleaning led to improved data action failure rates. For more information, see Data Actions Performance Summary view and Data Actions Performance Detail view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Introducing new Topic tab in agent, queue, and flow summary and detail views

Administrators and supervisors can now use the new Topic tab in agent, queue, and flow summary and detail views to analyze speech and text analytics data across key contact center analytics views. This feature transforms topic data into aggregated metrics that provide insights into call reasons, organizational challenges and agent skills, and performance and behaviors. For more information, see About reports, views, and dashboards. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Extended voice transcription services support for Arabic and Hebrew right to left languages

Extended voice transcription services support is now available for Arabic Saudi Arabia (ar-SA), Arabic Bahrain (ar-BH), Arabic Egypt (ar-EG), Arabic Israel (ar-IL), Arabic Tunisia (ar-TN), and Hebrew Israel (he-IL). Extended voice transcription services incur an additional cost per minute. For more information, see Genesys Cloud supported languages and Configure voice transcription. 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.

Topics and phrases support for Arabic right to left languages

Topics and phrases support is now available for Modern Standard Arabic (ar-001), Arabic United Arab Emirates (ar-AE), Arabic Bahrain (ar-BH), Arabic Egypt (ar-EG), Arabic Israel (ar-IL), Arabic Saudi Arabia (ar-SA), and Arabic Tunisia (ar-TN). 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 I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations

Genesys Cloud expanded the per agent, per day limit to 50 for the number of times that a supervisor or quality administrator can evaluate an agent with ad-hoc and policy-based evaluations. If the number of evaluations created in a single day reaches the limit, then the evaluator cannot create additional ad-hoc evaluations for the agent. For more information, see Create a new evaluation. 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.

Data action in rule conditions for digital campaigns

Outbound administrators can now use data actions in pre-contact rule conditions in outbound digital campaigns. For more information, see Use a digital rule to evaluate information from a data action. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX3, or Genesys Cloud CX 3 Digital.

Notification message for conversation disconnect

Administrators can now enable notification messages to notify customers when the conversation was disconnected by an agent or Architect flow. Administrators can further configure conversations to disconnect into a read-only state, allowing customers to read the previous messages and begin a new conversation if necessary. For more information, see 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.

Deprecations and announcements

Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

Genesys announced on February 1, 2023, that it will end support for the Windows 8 and 8.1 operating systems for the Genesys Cloud desktop app on May 31, 2023. Genesys has postponed this date to October 10, 2023, in alignment with Microsoft end of support for Windows Server 2012/2012 R2. For more information, see Deprecation: Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app. This feature has no restriction by user or required user to access.