User to User Information (UUI) enhancement for remote stations
Genesys Cloud now sends UUI on transfers to a remote station if the trunk used for the transfer has UUI support enabled. Previously, the system sent UUI only for outbound calls on behalf of users, queues, or campaigns. For more information, see About User to User Information (UUI). This feature has no restriction by user or required user to access.
DTMF support in active calls
Genesys Cloud agents and business users can now use their keyboard to enter numbers and symbols during active calls. For more information, see Enter numbers from the dial pad during an interaction or active call. This feature requires the following subscription: Communicate.
Audit trail improvements in Interaction Details view
The updated Audit Trail tab in the Interaction Details view contains additional details and filters. These updates provide quality managers and evaluators with improved access to audit logs for recordings, screen recordings, annotations, evaluations, and calibrations. For more information, see View an interaction’s audit trail. This feature requires the following subscription: Genesys Cloud User 1.
Improved agent external contacts experience
Agents now have easier access to more information about people who contact their business. This information can include details such as notes and custom fields like whether the person is a VIP customer. For more information, see Work with an external contact during an interaction. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
New audio alert for non-voice interactions
On June 9, 2021, Genesys replaced the existing sound that accompanies incoming non-voice interaction alerts with a new ringtone. The new ringtone sounds continuously until an agent answers or declines, or the alert timer expires. For more information, see Incoming non-voice interaction alert ringtone change. 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 I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.
Genesys Cloud Command Line (CLI) enhancements
The Genesys Cloud CLI is now completely auto-generated and contains all API resources. With this new generation process, new APIs are automatically added as they are deployed, similar to Genesys Cloud SDKs. For more information, see Command Line Interface (CLI) in the Developer Center. This feature has no restriction by user or required user to access.