Contact center

Queues Activity Detail view usability improvement

The Queues Activity Detail view now dynamically updates when the agent list is filtered by user presence or routing status. The list of agents in the view updates in real time as agent statuses change. For more information, see Queues Activity Detail view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, Genesys Cloud User 2 Digital Upgrade I, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Performance Dashboards enhancement

Contact center managers and supervisors can now add a web content widget to Performance Dashboards. View online content such as streaming videos, real-time charts, news feeds, social media, and more, to bring interactive content into your dashboard. For more information, see Add and edit Performance Dashboards. This feature requires the following subscription: Genesys Cloud User 1.

Voice transcription search improvements

Improvements to the voice transcription search feature make it easier to locate a specific word or words. Contact center managers and supervisors can now view the specific word or words found in the transcript and their location, and use the new search arrows to move from one instance to another within the transcript. For more information, see Work with a voice transcript. This feature requires the following subscription: Genesys Cloud User 3.

Predictive Engagement integration with Adobe Analytics

Administrators can now use the autotrackOfferStateChangesInAdobeAnalytics SDK module to pass web chat and content offer state changes in real time to Adobe Analytics. Customers are responsible for mapping the data and creating the reports in Adobe Analytics. For more information, see autotrackOfferStateChangesInAdobeAnalytics in the Journey JavaScript SDK. This feature has no restriction by user or required user to access.

Chat emoji enhancement

Genesys enhanced the chat emojis available in Collaborate and SMS message interactions to improve diversity options. Collaborate users and agents can now choose the skin tone of their emojis using the skin tone picker. For more information, see Send a chat message and Send an emoji in a message interaction. This feature has no restriction by user or required user to access.

Canned responses editor improvement

The canned responses editor has an updated look and feel. If your organization uses rich formatting for any communications, the editor more accurately reflects what the customer sees. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Deprecations

Analytics User Detail Endpoint API query interval change

On December 16, 2020, Genesys changed the Analytics User Detail Endpoint API (/api/v2/analytics/users/details/query) to allow querying for interval start dates up to 558 days in the past (including today). For more information, see Analytics User Detail Endpoint API query interval change. 

Analytics Conversation Detail Endpoint API query interval change

On December 16, 2020, Genesys changed the Analytics Conversation Detail Endpoint API (/api/v2/analytics/conversations/details/query) to allow querying for interval start dates up to 558 days in the past (including today). For more information, see Analytics Conversation Detail Endpoint API query interval change. 

Limit journey and interaction history for external contacts and organizations to 365 days postponement

Genesys postponed the change date for the ability to view journey and interaction history limitation for external contacts and organizations to 365 days to January 13, 2021. For more information, see Limit interaction history for external contacts and organizations to 365 days.