Genesys Cloud - July 5, 2023

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Extended voice transcription services support for additional English dialects and German Switzerland

Extended voice transcription services support is now available for English Hong Kong (en-HK), English Ireland (en-IE), English New Zealand (en-NZ), and English Singapore (en-SG), and for German Switzerland (de-CH). Extended voice transcription services incur an additional cost per minute. Register for EVTS through the Genesys AppFoundry. For more information, see Genesys Cloud supported languages, and Configure voice transcription. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Improved native voice transcription accuracy for specific English dialects

Genesys Cloud improved native voice transcription accuracy for these English dialects:  Australia (en-AU), Great Britian (en-GB), United States (en-US), and South Africa (en-ZA). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on 1.

Trigger process automation from any evaluation State Change

Process automation can now be triggered from all evaluation state changes (Create, Complete, Release, Agent sign off, Revise, Delete, Update to Evaluator or agent comments). This capability offers a flexible approach that allows organizations to author their own triggered event-based workflows. In this way, organizations can customize workflows according to their own business-specific needs. For more information, see About quality management. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.

Assign a permission to grant a role to a user by division

Division-Aware Role Management setting allows customers to require an admins’ role to be scoped to the division they assign to other users’ roles. For more information, see Enable division-aware role management. This feature has no restriction by user or required user to access.

Deprecations and announcements

Updated Genesys Cloud screen iconography

On July 8, as part of an ongoing effort to improve accessibility, Genesys Cloud will update the icons library to meet the latest UX standard. As a result, most icons will change slightly. Changes to some icons will be more visible than others. For more information, see the Genesys Community post.

Deprecation of legacy Dialog Engine postponement

On February 22, 2023, Genesys announced that it would remove the legacy Genesys Dialog Engine on May 29, 2023. Genesys has postponed the removal date to July 17, 2023. Genesys replaced the legacy Genesys Dialog Engine with Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows. 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 Dialog Engine. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.