Genesys Cloud - August 11, 2021
Communicate
Call history enhancements to mobile devices
Business users can now take advantage of improvements to call history on Android and iOS devices. Enhancements include the ability to view and contact individuals from a previous conference call, and view the duration for previous calls. This feature requires the following subscription: Communicate.
Contact center
Introducing web messaging
Genesys Cloud web messaging provides customers with an enhanced experience when they visit your website. Unlike web chat, which provides short-lived, stand-alone chats, web messaging enables a visitor to enter your site, converse with a bot or agent, and return later to pick up the conversation. With Predictive Engagement, agents can view the entire customer journey as part of the web messaging interaction. Web messaging shares many of the same features and capabilities as the other Genesys Cloud messaging channels that use ACD messaging to enable agents to respond to customer interactions. For more information, see About web messaging. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, or Genesys Cloud User 1 Digital Upgrade II.
Introducing Genesys Bot Connector
Administrators and contact center managers can now use the Genesys Bot Connector integration to call up to five custom-built or third-party bots and then use them in Architect message flows. This feature enables organizations to use a wider variety of bot services in Genesys Cloud and provide a more personalized customer experience. For more information, see About Genesys Bot Connector and Call Bot Connector action. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, or Genesys Cloud User 1 Digital Upgrade II.
Expiration date for DNC lists
Outbound administrators can now choose to set an expiration date and time for records in an internal do not contact (DNC) list. When this option is configured, contact attempts for that record resume after the DNC expiration date and time. For more information, see Create a new internal DNC list. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Improved accessibility for ACD voice interactions
Genesys Cloud now provides improved accessibility for ACD voice interactions. Agents can now use keyboard navigation or a screen reader to log in to Genesys Cloud; set presence; go on or off queue; answer, decline, select, start, and switch between interactions; put a call on hold or secure hold; mute or unmute a voice interaction; perform blind and consult transfers; end a call; access notes; select a wrap-up code; access and change preferences and settings; and log out of Genesys Cloud. Later this year, Genesys will provide a Voluntary Product Accessibility Template (VPAT) that documents conformance to an accessibility specification. This feature has no restriction by user or required user to access.
Platform
Developer Blueprints for custom integrations
Genesys Cloud Developer Blueprints provide detailed instructions, everything-included toolkits, and open-source code repositories to assist developers in creating custom integrations with third-party products and complex solutions within Genesys Cloud. For more information, filter for blueprints in the Genesys AppFoundry. This feature has no restriction by user or required user to access.
Deprecations
Quality Management Audit API change
On August 11, 2021, Genesys replaced the quality management audit endpoint (/api/v2/quality/conversations/{conversationId}/audits) with three new asynchronous endpoints to improve stability and scalability. For more information, see Quality Management Audit API change. This feature has no restriction by user or required user to access.
Journey Reporting Service decommission
Starting August 11, 2021, developers can no longer use the Journey Reporting Service endpoints. Developers that use these endpoints must migrate to the Analytics API endpoint. For more information, see Deprecation: Journey Reporting Service. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.
