Genesys Cloud - June 7, 2023

Collaborate

Support for MDM browser authentication for Collaborate for iOS

Collaborate for iOS now supports additional mobile device management browser authentication options for customers who have MDM requirements. For more information, see What is the difference between Genesys Collaborate for iOS and Genesys Communicate for iOS?. This feature has no restriction by user or required user to access.

Contact Center

Workforce management time-off requests user interface improvements

Genesys Cloud improved the workforce management time-off requests view. These improvements ensure better visual alignment and consistency with other workforce management views and administrator page, including updated to iconography and option selection. For more information, see Work with time-off requests. This feature requires one of the following options: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.

Improvements to playback screen recordings

Genesys Cloud significantly improved the loading time of the screen recording playback window. This improvement enables supervisors to review screen recordings more quickly. For more information, see Screen recording overview. This feature requires one of the following subscriptions: 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.

Workforce management and HR Integration System (HRIS) integration

Administrators and contact center supervisors can now communicate between Genesys Cloud workforce management and any external HR system. This integration enables HRIS to maintain the time-off balances while workforce management maintains capacity limits and automatic approvals. For more information, see About Workforce Management, Workforce Management and HR system integration for time-off overview. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.

Modify the default whisper tone in Architect

Administrators can now modify the Architect default_whisper system prompt. This feature enables administrators to increase the amount of notice that the agents receive and therefore provide more context or notice before the agent interacts live with the customer. For more information, see Modify the default_whisper prompt. This feature has no restriction by user or required user to access.

Real-time alerting for waiting interactions

Supervisors can now receive real time notifications when too many interactions wait in a given queue. This feature enables supervisors to set an alert for the number of waiting interactions in the queue and then determine how to respond; for example, assign additional members to the queue. For more information, see Create an alert rule. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Introducing improved alerting

Supervisors can now use the enhanced and improved alerting functionality to better manage day to day operations. The improved process includes a refreshed user interface; new real time dashboard metrics; the ability to receive alerts in real time when a threshold is not met, rather than at the end of the day; and SMS, email, and toast message improvements to include actionable data and links to detailed reports where applicable. For more information, see Work with alerts. This feature has no restriction by user or required user to access.

Integrations

Administrator configurations for the embedded client now display conversation information in the interaction window. For more information, see Interaction window in embedded clients. This feature requires one of the following subscriptions: Genesys Cloud CX 1, 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. 

Introducing Instagram direct messages for third-party messaging integration

The Genesys Cloud for Instagram Direct Messaging integration allows agents to privately respond to messages sent by Instagram users to their Instagram Professional (Business) Account, which they can use to interact with agents using Genesys Cloud ACD messaging channels. They can log in to Facebook through Genesys Cloud and configure a few settings to connect the Genesys Cloud for Instagram Direct Messaging integration to their Facebook business page. For more information, see Configure ACD messaging for Instagram Direct Messaging, Work with message interactions, Messaging pricing, Agents Interactions Detail view, Interactions view, My interactions view, and Queues Interactions Detail view. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Journey customer service deprecation

On June 7, 2023, Genesys will remove the Customer Service APIs. Genesys replaced these APIs for both Live Now and Journey gadgets. This deprecation does not affect customers unless they use the Customer Service API endpoints. For more information, see Deprecation: Journey customer service deprecation. 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.