Genesys Cloud - February 17, 2021
Communicate
Make and receive WebRTC calls on Android devices
Business users can now make and receive Genesys Cloud WebRTC calls on Android devices. For more information, see Mobile apps for iOS and Android and FAQs: Communicate for Android. This feature has no restriction by user or required user to access.
Contact center
Search interactions for SIP signaling information for selected regions
Support engineers, system administrators, contact center managers, and supervisors can now search interactions for SIP signaling information to troubleshoot call failures. The new filter uses the unique SIP Call-ID identifier. For more information, see Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view. This feature is currently available in the following regions: US East, US West, EU (Frankfurt), EU (Ireland), Asia Pacific (Sydney), and Asia Pacific (Tokyo). It will be available in the remaining regions in a few weeks. This feature has no restriction by user or required user to access.
Agent evaluation comment indicator
Quality evaluators can now see when an agent leaves a comment on an evaluation. This feature helps evaluators respond quickly to agents who may disagree with or want to discuss an evaluation. For more information, see View agent evaluation comments. 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.
Call recording playback and transcript synchronization
Call recording playback in the interaction overview is now synchronized with the voice transcript in the Transcript tab, providing contact center managers and supervisors with greater clarity and insight when playing back and listening to a recording. In the Transcript tab, words are highlighted as the recording is played and the corresponding words are spoken. For more information, see Work with a voice transcript. This feature requires the following subscription: Genesys Cloud User 3.
Voice transcription support for BYOC Premises
Genesys now supports voice transcription for BYOC Premises using audio recordings. Other speech analytics capabilities are also supported on the transcripts, including sentiment analysis and topic spotting. This feature requires Edge and Media Tier version 1.0.0.9556 or later. For more information, see Configure voice transcription and Enable line recording. This feature requires following subscription: Genesys Cloud User 3.
Frequency capping on Predictive Engagement web action offers
Predictive Engagement administrators can now configure frequency capping to stop presenting web chats and content offers during the same session. For example, administrators can use this feature to ensure that website visitors do not receive these offers if they previously accepted, rejected, or completed an offer. For more information, see Action settings. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.
Integrations
AWS Lambda data actions integration enhancement
The AWS Lambda data actions integration now supports cross-region invocations. Administrators can invoke Lambdas as data actions when they exist in an AWS region that differs from their Genesys Cloud organization. For more information, see the AWS Lambda tab in Add configuration to custom actions for integrations. 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, or Genesys Cloud User 2 Digital Upgrade I.
