Genesys Cloud - January 18, 2023

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Video setting improvements

Users can now adjust the volume of video alert notifications, including the sounds that play when users join and leave Genesys Cloud video sessions. Users can also choose to join video chats automatically. Previously, users could only participate in a video chat after they manually selected to join it in a confirmation window. For more information, see Change video chat settings, Change web app preferences, Change Windows desktop app preferences, and Change Mac desktop app preferences. This feature has no restriction by user or required user to access.

Contact center

Introducing the Genesys Cloud EX license

Genesys Cloud now offers an employee experience license package, Genesys Cloud EX. The new package enables organizations to use the Genesys Cloud platform for key workforce engagement capabilities on interactions handled on an external platform. This initial release includes capabilities for onboarding, learning and training, workforce management, performance management, gamification, and coaching. For more information, see About Genesys Cloud EX. The feature requires the following subscription: Genesys Cloud EX.

Online Agents count metric and Owned by Me filter for Performance Dashboards

Contact center managers and supervisors can now filter for their own dashboards in addition to the current availability and favorites filters. Managers and supervisors can now also select the Online Agents count queue metric in a Metrics widget to see the number of agents that are online. For more information, see Add and edit Performance Dashboards. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud EX.

Multiple media type filter support in views and exports

Contact center managers and supervisors can now filter by more than one media type in aggregate and detail views and exports. The filter does not allow the selection of the voice and callback media types at the same time. For more information, see About reports, views, and dashboards. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Deprecations and announcements

Identify Journey SDK method in Predictive Engagement deprecation

On January 31, Genesys will remove 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.

OS Family attribute in Predictive Engagement

On January 18, Genesys removed the OS Family attribute that is configured with the Mac OS X value. Organizations that use the OS Family attribute set to Mac OS X must update the value to Mac OS. For more information, see Deprecation of OS Family attribute. 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.

CIDR IP address range for cloud media services expansion

On October 19, 2022, Genesys announced the purchase of an additional CIDR IP address range for use in Genesys Cloud media services. These new addresses will become active on February 15, 2023. This change affects organizations that use Genesys Cloud Voice or BYOC Cloud and have a firewall policy in place to allow only traffic from certain IP ranges and restrict outbound connections from BYOC Cloud SBCs, Genesys Cloud clients, phones, and Edge devices. For more information about how to prepare for this expansion, see CIDR IP address range expansion for cloud media services. This feature has no restriction by user or required user to access.