Contact center

Interaction details and transcript UI improvements 

Administrators can now take advantage of UI improvements that include more interaction information and improved overall usability for Genesys Cloud quality management. For more information, see View an interaction’s details, About the interaction overview, About voice transcription, and About sentiment analysis. This feature requires the following subscription: Genesys Cloud User 3.

Subscribe to transcripts through Notifications API

Developers can now use the Notifications API to subscribe to transcripts for specified interactions, defined by the Genesys Cloud conversation ID. The feature enables use cases that require access to the transcript during the interaction. For more information, see Available topics in the Developer Center. This feature requires the following subscription: Genesys Cloud User 3.  

Journey aggregate query API for non-offered action states enhancement

The reason metrics for non-offered action states within the journey aggregate query API now include the conditions that block the offer. These metrics allow administrators to understand when and why Predictive Engagement did not offer qualifying actions, so that they can reconfigure action maps or adjust staffing as needed. For more information, see Journey aggregate query in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Platform

Audit log viewer enhancement

A full page view of the audit log viewer is now available under Troubleshooting in the Genesys Cloud Admin UI. This feature provides additional access to the audit log viewer besides the existing location in the footer of each Genesys Cloud Admin page. For more information, see About the audit log viewer. This feature has no restriction by user or required user to access.

Developer Guides

Genesys Cloud Developer Guides provide context beyond the tutorials and show developers how to connect different functionalities within Genesys Cloud when delivering solutions for customers. For more information, see Developer Guides in the Developer Center. This feature has no restriction by user or required user to access.

Deprecations

Skype for Business integration deprecation

On July 31, 2021, Microsoft will retire Skype for Business. This retirement impacts all Genesys Cloud users of the Skype for Business integration. Genesys expects that the integration will no longer function after this date. Once Microsoft retires Skype for Business, Genesys Cloud will no longer support the Skype for Business integration. For more information, see Deprecation: Skype for Business integration. This feature has no restriction by user or required user to access.

Recording Service API metadata endpoint annotation deprecation

On November 10, 2021, the Genesys Cloud Recording Service API requests to get recording metadata will no longer include the recording’s annotations. For more information, see Recording Service API metadata endpoint annotation deprecation. This feature has no restriction by user or required user to access.

Journey JavaScript SDK specific mappable customer traits deprecation

Starting July 28, 2021, the Journey JavaScript SDK no longer allows mapping of some specific customer traits for use in Live Now or for segment, outcome, or action map configuration. For more information, see Deprecation: Select mappable customer traits. 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.

Journey Reporting Service decommission postponement

On June 30, 2021, Genesys announced that developers can no longer use the Journey Reporting Service endpoints starting July 28, 2021. That date is now postponed to August 11, 2021. For more information, see Deprecation: Journey Reporting Service. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.