Contact center

Reset and reassign development and feedback modules

Contact center managers and supervisors can now reset a development and feedback module when an agent makes a mistake, and reassign a module to an agent or group of agents. By requiring an agent to take a module again, managers can keep track of the agent’s attempts and scores, and evaluate the agent’s progress. Completing multiple instances of the same module can show increases or decreases in knowledge and capability. For more information, see Reset and assign a development and feedback module again. This feature requires one of the following subscriptions:  Genesys Cloud User 3, or Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Interaction evaluation form version tracking

Quality evaluators can now keep track of evaluation forms using a version ID that is attached to each form on the interaction’s details page. The version ID appears as the last modified date and time, enabling users to differentiate between versions of the form. For more information, see View an interaction’s evaluations. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 WEM Upgrade II.

Blocked offer views for Predictive Engagement journey action maps

Contact center managers and supervisors can now leverage two new performance views to gain insight about stopped action maps. The Action Maps Blocked Offer Detail view displays the count of blocked actions. The Action Maps Blocked Offer Interval Detail view displays the details about the blocked actions. For more information, see Action Map Blocked Offer Detail view, Action Map Blocked Offer Interval Detail view, Journey Action Maps Summary view, and Action maps report. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Rich text formatting in bot messages

Administrators can now use rich text formatting in automated bot messages to improve user experience. For more information, see Markdown syntax for rich text in Messenger and Configure Messenger. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Interactions UI improvement

To provide a more streamlined experience, Genesys Cloud removed redundant contextual panel labels within the Interactions UI. For more information, see Navigate the Interactions panel. The feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Intent miner Spanish language support

Intent miner is now available for US and Latin America Spanish (es-US) and Spain Spanish (es-ES). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Web chat widget support for Google Fonts

Web chat developers can now customize the version 2 web chat widget URL to fetch Google Fonts Roboto files. For more information, see Change fonts in Customize appearance in the Widgets Developer’s Guide.

Deprecations

Canned reports deprecation

Starting June 22, 2022, Genesys Cloud will begin migrating canned reports to dynamic view exports. The existing canned reports are a limited set of report types with little configurability. Dynamic view exports will enable users to generate any reports they need with ease. The migration will be a multi-step effort over an extended period. Genesys Cloud will migrate one report at a time. For each report, Genesys Cloud will identify usage, announce the deprecation, and document how to switch over to the dynamic view export. As part of the process for each report, Genesys Cloud will disable creation of new reports and eventually deprecate the report entirely. For more information, see Deprecation: Canned reports. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade II, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

API default profile change for gamification metrics

With the launch of custom gamification profiles in December 2021, Genesys introduced new APIs that include the gamification profile ID when retrieving or adding metrics. On September 28, 2022, Genesys will remove the older, obsolete gamification APIs. For more information, see API default profile change for gamification metrics. 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.