Genesys Cloud - August 31, 2022

Communicate

Genesys Cloud WebRTC diagnostics app improvements

Genesys Cloud replaced the existing WebRTC diagnostics app with a streamlined version that provides more precise diagnostics. The app now establishes a real call connection to Genesys servers in an organization’s media region, and checks the call and network statistics against it. The app displays a statistics summary, estimated call quality, and Mean Opinion Score (MOS). For more information, see Run the Genesys Cloud WebRTC Diagnostics app. This feature requires one of the following subscriptions: Communicate, Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Contact center

Genesys Digital Bot Flows

Genesys Digital Bot Flows are now available in Architect for use with email and message flows. Initially, Genesys Digital Bot Flows support these languages: English (en-US), French (fr-FR), German (de-DE), Italian (it-IT), Portuguese (pt-PR), and Spanish (es-US and es-ES). Administrators and contact center managers can use digital bot flows with the Genesys-native knowledge workbench and agent assist applications to unify the bot authoring experience and enhance automation and customer self-service. For more information, see About Genesys Digital Bot Flows. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

SMS message delivery status 

Administrators and supervisors can now review SMS message delivery status information in the Interactions view. When Genesys Cloud sends an SMS message, carriers provide delivery status success or failure details. Genesys Cloud now captures this information in new columns in the Interactions view that show initial and detailed message delivery status. For more information, see SMS delivery receipts and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Reset agent personal bests in gamification

Performance managers and supervisors can now reset the date from which Genesys Cloud calculates an agent’s personal bests and overall bests. This feature enables agents to aim for a new personal best performance in a day, week, and month to further their development. For more information, see Configure Membership Auto-Assignment and reset personal bests. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User I WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Genesys Dialog Engine Bot Flows support for Portuguese

Genesys Dialog Engine Bot Flow support is now available for Portugal Portuguese (pt-PT). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Improved voice transcription accuracy for Dutch 

Genesys Cloud improved voice transcription accuracy for Dutch (nl-NL). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade 1.

Integrations

Cross-region export option for AWS S3 recording bulk actions integration

Administrators that use the AWS S3 recording bulk actions integration can now export data to an S3 bucket in a different AWS region than their organization’s home region. This option may incur an Amazon egress cost for the S3 data transfer. For more information, see Requirements for the AWS S3 recording bulk action integration. This feature has no restriction by user or required user to access.