Genesys Cloud - December 14, 2022

Communicate

WebHID technology for Jabra headsets

Genesys Cloud now supports WebHID to install and use Jabra headsets in the Chrome web browser. Genesys Cloud now prompts current Jabra headset users who use the Chrome web browser to use WebHID. Jabra headset users who use the desktop app are not affected. For more information, see Configure a Jabra headset. This feature has no restriction by user or required user to access.

Telephony administrator user interface updates

Genesys Cloud updated the telephony administrator user interface. Updates include improvements to the Call Routing list and individual Call Route create and edit pages. These improvements increase visual and usage consistency with the rest of the Genesys Cloud Admin user interface. For more information, see Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages in the Genesys Community. This feature has no restriction by user or required user to access.

Contact center

Genesys Agent Assist available in Genesys Cloud Embedded Clients

Agents can now access Genesys Agent Assist from the embedded client’s Interaction Utility if Agent Assist is set up in their organization. For more information, see About Genesys Agent Assist and Interaction window in embedded clients. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Import and export knowledge base articles in additional formats

Knowledge authors can now import and export knowledge base content in CSV, JSON, and XLSX formats. This feature enables novice users to make updates outside of the knowledge workbench and allows for custom analytics configuration. Previously, knowledge authors could export only in JSON format and import only in CSV and JSON formats. For more information, see Import or export articles in a knowledge base v2. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 3, Genesys Cloud CX 3, and Genesys Cloud CX AI Experience.

No input timeout settings in Genesys Digital Bot Flows

Flow authors can now use the Maximum Number of No Input Retries and No Input Timeout options in Architect. This feature enables flow authors to specify behavior when the user does not respond for a period of time. For more information, see Set up user input for a bot flow. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Call digital bot flows from Architect in-queue message flows

Flow authors can now use the Call Digital Bot Flow action to call new or existing Genesys Digital Bot Flows from Architect in-queue message flows. This feature enables the digital bot to interact with customers and confirm customer presence before the conversation transfers to an agent. For more information, see Call Digital Bot Flow action and Task and state editor actions. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Sentiment data in Agent Queue Detail and Queue Agent Detail views

Contact center supervisors can now view sentiment data in the Agents Queues Detail and Queue Agent Detail views. This data gives supervisors more insight into customer sentiment. For more information, see Agents Queues Detail view, Queues Agents Detail view, and About sentiment analysis. 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. 

Topic spotting improvement

Administrators can now add words and phrases in quotes to ensure that they are mandatory during topic detection. This improvement increases the accuracy of topic identification. For more information, see Work with a topic. 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.

Japanese programs, topics, and phrases support

Programs, topics, and phrases support is now available for Japanese (ja-JA) voice interactions. For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Usability improvements to messaging and email in the Transcript tab

Genesys Cloud improved usability for messaging and email in the Transcript tab of an interaction’s overview page. Chat and messaging interactions on the Transcript tab now include dates and timestamps to see when the message occurred and different colors to distinguish between internal and external users. Users can also now toggle HTML content for all emails in a thread instead of for each email. For more information see: Work with an interaction overview, Work with a voice transcript, Work with a digital transcript, and View an interaction’s details. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on 1, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital. 

Genesys Cloud forecasting user interface updates

Genesys Cloud updated the workforce management forecasting user interface to improve accessibility. Updates include improved color contrasts, additional tags, and more precise labels. These changes do not impact the workflow of the user interface. 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.

Deprecations and announcements

Genesys Cloud SSO certificate expiry

On December 13, 2022, the Genesys Cloud SSO certificate expired. If an organization uses the Single Logout feature and their identity provider (IDP) supports signature verification for Single Logout requests, administrators must upload a new certificate to their IDP. For more information, see Genesys Cloud SSO certificate expiry. This feature has no restriction by user or required user to access.

CIDR IP address range for cloud media services expansion

On October 19, 2022, Genesys announced the purchase of an additional CIDR IP address range for use in Genesys Cloud media services. These new addresses will become active on January 18, 2023. This change affects organizations that use Genesys Cloud Voice or BYOC Cloud and have a firewall policy in place to allow only traffic from certain IP ranges and restrict outbound connections from BYOC Cloud SBCs, Genesys Cloud clients, phones, and Edge devices. For more information about how to prepare for this expansion, see CIDR IP address range expansion for cloud media services. This feature has no restriction by user or required user to access.