Communicate

BYOC Cloud custom SIP headers for improved carrier interoperability

Telephony administrators can now create custom SIP headers to improve carrier interoperability for BYOC Cloud customers. The new static headers provide better call routing between Genesys Cloud and carriers. In addition, Verizon customers can choose a Verizon-specific external trunk subtype. When selected, this subtype adds Verizon-specific configuration settings to the page and removes settings that are not applicable. For more information, see Create a trunk under BYOC Cloud. This feature has no restriction by user or required user to access.

Extended maintenance window for cloud-based Edge updates

Starting February 10, 2021, Genesys extended the maintenance window for cloud-based Edge updates from 2:00 a.m. to 5:00 a.m. to 12:00 a.m. to 5:00 a.m. This extension is in response to the increased number of cloud-based Edges that Genesys currently manages. For more information, see What is the maintenance window for cloud-based Edge updates?.

Contact center

Introducing programs, topics, and phrases for speech and text analytics

The new programs, topics, and phrases feature enables Genesys Cloud speech and text analytics to tag interactions for specific business level intents to provide analytics about customer and agent motivations and goals during an interaction. Analysts can use this information to understand customer and agent trends, behaviors, and cause and effect relationships that affect performance and business outcomes. For more information, see About programs, topics, and phrases, Set topic and program permissions, and Select a default program in Speech and text analytics settings. This feature requires the following subscription: Genesys Cloud User 3.

US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support

Programs, topics, and phrases support is now available for US English (en-US), UK English (en-GB), Australian English (en-AU), and United States and Latin America Spanish (es-US). For more information, see Genesys Cloud supported languages. This feature requires the following subscription: Genesys Cloud User 3.

Coaching appointment scheduling with workforce management

Quality administrators and supervisors can now schedule coaching appointments based on the best time slots, as suggested by staffing levels in workforce management. In addition, coaching appointments automatically appear in schedules, improving coordination between supervisors and workforce planners. For more information, see Schedule a coaching appointment. This feature has no restriction by user or required user to access.

Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android device to receive notifications about added, changed, or removed schedules. Agents can also use the application to receive notifications about approved or denied time off requests. For more information, see Mobile apps for workforce management schedules, FAQs: Genesys Tempo™ for iOS, FAQs: Genesys Tempo™ for Android, and About workforce management for agents. This feature requires the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, and Genesys Cloud User 2 WEM Upgrade I.

Integrations

Introducing the Zoom Phone integration

The Zoom Phone integration is now available from Genesys AppFoundry. Use this integration to view directories, search contacts, and make calls between Zoom Phone and Genesys Cloud. For more information, see About the Zoom Phone integration. This feature requires the following subscription: Communicate.

Deprecations

Replace call with voice in Sentiment Aggregates API change

Starting February 10, 2021, Genesys Cloud requires 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. This feature requires the following subscription: Genesys Cloud User 3.