Genesys Cloud - August 23, 2023

Data, analytics, and reporting

Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese

Extended voice transcription services support is now available for Cantonese (zh-HK), Mandarin (zh-CN), and Taiwanese (zh-TW). Extended voice transcription services incur an additional cost per minute. Register for EVTS through the Genesys AppFoundry. 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.

Real-time agent filtering and agent updates

Administrators can now use real-time agent filtering to use queues when they select agents for the agent status widget in the dashboard. For more information, see Add and edit Performance Dashboards. This feature requires one of the following subscriptions: Genesys Cloud CX1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud EX.

Self service and automation

Nuance Mix integration support in Canada

In alignment with Nuance, Genesys Cloud now supports the Nuance Mix integration in the Canada region. Administrators and contact center managers in Canada can now configure the Nuance Mix integration for their organizations. For more information, see About the Nuance Mix integration. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

JSON variables and states in Architect bot flows and digital bot flows

Flow authors can now use JSON to pass variables and states between Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows, in addition to call flows. Flow authors can use JSON variables anywhere in the flow; for example, a Communicate action, and they can also access period-separated data inside the JSON object. For more information, see JSON values in Architect. This feature requires no restriction by user or required user to access.