Platform

Clone a user in an authorized organization enhancement

Administrators can now clone a trusted user in another organization. This feature assists administrators with testing and troubleshooting. For more information, see Clone a user in another organization. This feature has no restriction by user or required user to access.

Communicate

Identify assigned phone numbers

Administrators and contact managers can now view the identification and type of assignee for previously assigned numbers when they assign a phone number to a call routing object. For more information, see Add a call route. This feature has no restriction by user or required user to access.

Contact center

Enhancements to the workforce management rescheduling process

Administrators and contact center managers can now add newly hired agents to a published schedule without rebuilding the schedule for previously scheduled agents. A new step in the reschedule wizard now includes a list of unscheduled agents so that planners know which agents do not belong to a schedule for the published period. The Apply Reschedule dialog now includes a list of newly scheduled agents and the Agents column is now renamed to the Total Modified Agents column. For more information, see Add new agents to the schedule. This feature requires the following subscription: Genesys Cloud User 3. 

Improved estimated wait time calculation 

The estimated wait time calculation is now enhanced with a new data-driven, machine-learning approach. With this enhancement, the calculation responds better to transient changes in queues and agents, resulting in more accurate wait time announcements to the customer. For more information, see Overview of Improved Estimated Wait Time in the Genesys Cloud Developer Center and Architect frequently asked questions. This feature has no restriction by user or required user to access.

Turn off evaluation form question group weights

Quality administrators can now turn off group weights on evaluation forms. In evaluation forms, group weights are enabled by default and set to a weight of one for each question group. When weighting is turned off, weight information is hidden from the form editor in both editing and preview mode. For more information, see Create and publish an evaluation form. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Deprecations

Replace call with voice in Sentiment Aggregates API change

Starting February 10, 2021, Genesys Cloud will require that the Analytics Transcripts Aggregates Endpoint (/api/v2/analytics/transcripts/aggregates/query) MediaType query use “voice” for voice interactions instead of “call.” For more information, see Replace call with voice in Sentiment Aggregates API change.

Analytics Conversation Detail Endpoint API maximum record per query change

Genesys changed the Analytics Conversation Detail Endpoint (/api/v2/analytics/conversations/details/query) to return a maximum of 10,000 records per query on December 9, 2020. For more information, see Analytics Conversation Detail Endpoint API maximum record per query change. 

Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement

Genesys announced the ability to view journey and interaction history limitation of 30 days for external contacts and organizations deprecation on October 14, 2020 with a December 9, 2020 change date. Genesys has postponed the change date to December 16, 2020. Also, the limit will increase to 365 days. For more information, see Deprecation: Limit interaction history for external contacts and organizations to 365 days.

Analytics User Detail Endpoint API query interval change postponement

Genesys announced the Analytics User Detail Endpoint API (/api/v2/analytics/users/details/query) change on September 9, 2020 with a December 9, 2020 change date. Genesys has postponed the change date to December 16, 2020. For more information, see Analytics User Detail Endpoint API query interval change.

Analytics Conversation Detail Endpoint API query interval change postponement

Genesys announced the Analytics Conversation Detail Endpoint (/api/v2/analytics/conversations/details/query) change on September 9, 2020 with a December 9, 2020 change date. Genesys has postponed the change date to December 16, 2020. For more information, see Analytics Conversation Detail Endpoint API query interval change.