Genesys Cloud - December 20, 2023
Genesys is modifying the regional deployment schedule for the release of new features. This week’s features will begin to deploy on Wednesday, with full deployment across all regions expected to be completed by the end of the day Friday.
Data, analytics, and reporting
Acoustic metrics added to transcript aggregates
Analysts can now access acoustic metric information with the Transcript Aggregate APIs. This functionality enables analysts to understand the associated acoustic details for speech and text insights. This feature is an API only release. For more information, see Metrics in the Genesys Cloud Developer center. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Open interactions in a new Analytics workspace tab
Genesys Cloud now opens the interaction detail page in a new tab in the analytics workspace. This feature allows users to easily transition between the interaction list view and the interaction detail view. For more information, see Content Search view, Interactions view, My Interactions view, and Analytics workspace tabs update. This feature has no restriction by user or required user to access.
English voice transcript sensitive data masking improvements
Genesys Cloud improved English voice transcript sensitive data masking. These improvements increase the accuracy of PCI and PII entity detection in transcripts. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Employee productivity
Introducing metrics and reporting for Genesys Agent Assist
The Agent Assist Performance dashboard now provides an overview of the effectiveness of knowledge for agents using Genesys Agent Assist metrics, and reporting provides insight about presented, opened and copied articles. For more information, see Genesys Agent Assist performance dashboard. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Open platform
Leveraging Digicert as the certificate authority in the mTLS process
Administrators can now configure web services data actions to utilize a client certificate signed by Digicert as the certificate authority in the mTLS process. For more information, see Add a data actions integration and Is the mutual TLS (mTLS) certificate publicly trusted?. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Deprecations and announcements
Deprecation: Pointillist Community
On February 15, Genesys will deprecate the Pointillist Community feature. For more information, see Deprecation: Pointillist Community feature. This feature has no restriction by user or required user to access.
- Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, 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.
- Some features may require an integration add-on.
