Genesys Cloud - February 22, 2023

Communicate

Require the WebRTC Media Helper

Telephony administrators can now require the use of the WebRTC Media Helper. When administrators enable the Require WebRTC Media Helper setting, users must have an active and connected media helper to make or receive a call. A connected media helper prevents audio traffic from streaming through Virtual Desktop Infrastructure (VDI), which can introduce audio quality degradation. For more information, see Require WebRTC Media Helper. This feature has no restriction by user or required user to access.

WebHID technology for Jabra headsets re-enablement

On December 14, 2022, Genesys released a feature to install and use WebHID with Jabra headsets in the Chrome web browser. Due to technical issues, Genesys temporarily removed this feature on December 16, 2022. Genesys has now re-enabled the feature. With this feature, Genesys Cloud prompts current Jabra headset users who use the Chrome web browser to use WebHID. Jabra headset users who use the desktop app are not affected. For more information, see Configure a Jabra headset. This feature has no restriction by user or required user to access. 

Contact center

Improved interval granularity for a specific time span during performance metrics exports

Contact center managers and supervisors can now select different interval lengths for a selected time period for a scheduled export. This feature gives them more control over exported data and more granular insight for exported data from larger time periods. For more information, see Export view data. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Improved module scheduling

Contact center managers can now set recommended completion times for development and feedback modules. If the organization enables workforce management, managers can also search for the optimal times for agents to complete the modules and add modules on agents’ schedules. For more information, see Create a development and feedback module and Assign a development and feedback module. 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 EX.

Scorecard tab improvements in the agent activity view

Agents can now more easily view and understand their attendance in the Scorecard tab in the agent activity view. Changes include better color coding, different shapes, and a color key. This change does not affect the workflow or functionality of the view. For more information, see Agent activity overview. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.

Deprecations and announcements

journeyCustomer cookie id from GDPR API subjects response deprecation

On May 22, 2023, Genesys will change the GDPR API subjects endpoint, /api/v2/gdpr/subjects, so that it no longer provides the journeyCustomer cookie id. For more information, see Deprecation: journeyCustomer cookie id from GDPR API subjects response contract. This feature requires one of the following subscriptions: Genesys Cloud CX 3 or Genesys Cloud CX AI Experience.

Genesys legacy Dialog Engine deprecation

On May 29, 2023, Genesys will remove the legacy Genesys Dialog Engine. Genesys replaced the legacy Genesys Dialog Engine with Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows. The replacements are advanced solutions that include more features than the legacy version. The deprecation affects customers who use the original Genesys Dialog Engine. Genesys recommends that affected customers create a backup of their latest bots in production. For more information, see Deprecation: Genesys legacy Dialog Engine. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Customer journey tab replacement

On April 26, 2023, Genesys will remove the original Customer Journey tab for Predictive Engagement organizations. The tab gives a visual representation of a customer’s journey on a tracked website. The original Customer Journey tab will no longer be available in Live Now, Agent CX agent workspace, Interactions view, and Salesforce embedded view interfaces. A new, enhanced Customer Journey tab view replaces the original version and is available to users with the new External Contacts > Session > View permission. For more information, see Deprecation: former customer journey tab. 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.

Knowledge workbench V1 deprecation

On May 29, 2023, Genesys will remove the knowledge workbench V1. Genesys replaced the knowledge V1 with the knowledge workbench V2 that includes enhanced features and improved functionality. The deprecation affects customers who use the original Genesys knowledge workbench V1 through Genesys Dialog Engine Bot Flows and customers who use Genesys knowledge workbench v1 through the legacy Genesys Dialog Engine. Genesys recommends that affected customers create a backup of their knowledge workbench V1. For more information, see Deprecation: Knowledge workbench V1. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.