Contact center

Introducing Agent Assist in select regions

Agent Assist provides the real-time transcription of a customer call and knowledge suggestions that get updated automatically, based on the context of the conversation. Knowledge suggestions consist of FAQ or knowledge article recommendations, which help agents become more efficient and knowledgeable, and improve the overall customer experience. This feature will be available region by region. For more information, including region availability, see About Agent Assist. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Use Architect system and user prompts in Genesys Dialog Engine Bot Flows

Administrators and contact center managers can now include Architect system and user prompts in Genesys Dialog Engine Bot Flows. This feature leverages the existing Architect built-in system prompts and provides the ability to create custom user prompts that enhance the customer’s bot experience. For more information, see Prompts overview, About Genesys Dialog Engine Bot Flows, and About Architect. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Workforce management shifts and shift history management enhancements

Administrators and contact center supervisors can now view changes to an agent’s schedule that occur between saves. These changes include the date of each change, who changed the shift, and the shift’s paid hours. This enhancement is available for shifts created after February 9, 2022. For more information, see Manage shifts and shift history. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, Genesys Cloud User 1 WEM Upgrade II, Genesys Cloud User 2 WEM Upgrade I.

Update ACD and language skills on an interaction in a queue with Routing API

Developers can use the existing Routing API to add or remove ACD and language skills on an interaction, while the interaction waits in queue. Note that updating skills may impact forecasting and scheduling capabilities because the targeted agents change each time skills are added or removed. For more information, see /api/v2/routing/conversations/{conversationID in Routing in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Deprecations

Workforce management time-off requests for non-consecutive days deprecation

On April 12, 2022, Genesys will remove the ability for agents to submit requests for non-consecutive days. For up to 60 days prior to the HRIS integration feature releases, agents must submit multiple time-off requests to account for non-consecutive days in the same date range. For more information, see Deprecation: Non-consecutive time-off requests. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.