Genesys Cloud - February 1, 2023

Contact Center

Participant names and avatars in Genesys Messenger

Administrators can now add participant names and avatars to agents and bots. The names and avatars appear to customers who interact via Messenger. Administrators can specify bot names and avatars in the Messenger configuration, and administrators and agents can specify agent names and photos in each agent profile. If administrators and agents do not configure bot and agent message names and avatars, then Messenger displays the default name and avatar. For more information, see Configure messenger, Add an agent name and image, and How does Messenger determine which participant name and avatar to display?. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Sentiment data in Topic Trends views

Contact center managers and supervisors can now view sentiment data in the Topic Trends Summary and Topic Trends Details views. This data provides insight into a customer’s experience throughout interactions that relate to a topic. For more information, see Topic Trends Summary view, Topic Trends Details 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, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Platform

Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

Customers and partners can now subscribe to email notifications about the Genesys Cloud terms and conditions, privacy policies, and security policies. Genesys sends automated emails to subscribers whenever these pages update in the Resource Center. For more information and to subscribe to these updates, see Genesys Cloud Services terms and conditions, Genesys Cloud privacy policy, or Genesys Cloud security policy. This feature has no restriction by user or required user to access.

Deprecations and announcements

Windows 8 and 8.1 support for the desktop app deprecation

On May 31, 2023, Genesys will end support for the Windows 8 and 8.1 operating systems for the Genesys Cloud desktop app. For more information, see Deprecation: Windows 8 and 8.1 support for the desktop app. This feature has no restriction by user or required user to access.

Identify Journey SDK method in Predictive Engagement deprecation

On January 31, 2023 Genesys removed the identify Journey SDK method that Genesys Cloud uses to add information to a customer record. Organizations that use the identify method are affected. For more information, see Deprecation of identify Journey SDK method. This feature requires one of the following subscriptions: 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.

API endpoint change for local key settings in recording service

On February 1, 2023, Genesys removed legacy endpoints for local key management in the recording APIs. Unified endpoints for key configuration of different encryption types replaced the legacy endpoints as part of the April 2022 release of the “Bring your own keys” for recording encryption feature. For more information, see API endpoint change for local key settings in recording service. This feature has no restriction by user or required user to access.