August 17, 2022

Contact center

List variables for agent script designers

Agent script designers can now use list variables to work with lists of data. In addition to basic and dynamic variable types, list variables provide list support in dropdowns, enabling script designers to work with dynamic dropdowns. For more information, see Available script actions. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Web messaging typing indicators setting 

Administrators can now enable or disable web messaging typing indicators for agents and customers. When the setting is enabled for agents, customers see three animated dots to indicate that the agent is typing. Similarly, when the setting is enabled for customers, agents see the “customer is typing” text below the conversation and “typing…” in the interaction roster card. For more information, see Configure Messenger. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Deprecations

Windows 7 support for the desktop app deprecation

On December 21, 2022, Genesys will end support for the Windows 7 operating system for the Genesys Cloud desktop app. For more information, see Deprecation: Windows 7 support for the desktop app. This feature has no restriction by user or required user to access.

Website visitor count API change

On August 17, 2022, Genesys Cloud replaced the API that Predictive Engagement uses to track visits to customer websites. Due to this change, the sessionCount variable replaces the visitCount variable. For more information, see Deprecation: Website visitor count API change. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Note: Genesys Cloud enables features for release by end of day Wednesday, 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.