Genesys Cloud - March 15, 2023

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Contact Center

Topic spotting improvement

Topic spotting now includes improvements to ensure that the topic spotting process recognizes numbers as alphabetical characters. This update ensures that a topic is correctly detected in a phrase that contains numbers that end with punctuation, such as inquiring whether a model number is in stock with a question mark or expressing emphasis with an exclamation mark. For more information, see Work with a topic. 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.

Extend after call work (ACW) timeout settings to digital channels

Administrators and contact center managers can now extend ACW timeout settings to email, message, and chat interactions. When administrators enable the Enforce Communication Level After Call Work (ACW) setting, the queue’s ACW timeout settings for Mandatory, Time-boxed; Mandatory, Time-boxed No Early Exit; and Agent Requested also apply to digital interactions. This feature enables supervisors to control and improve the agent experience. For more information, see Enable communication level after call work. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Agent requested after call work (ACW) option

Contact center managers and supervisors can now select a new Agent Requested after call work (ACW) option for queues. This feature enables agents to perform necessary after call work before they disconnect the interaction. When the interaction disconnects, agents who request after call work move to ACW status and experience the same process as Mandatory, Time-Boxed ACW. Agents that do not request ACW immediately move to an idle state and become available for the next interaction in the queue. For more information, see Configure after call work settings. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

After call work (ACW) analytics for callbacks improvement

Genesys Cloud improved the accuracy of the after call work (ACW) duration reporting for callbacks in the Interactions view and the interaction’s detail view. This improvement ensures that the ACW segment reports an accurate, nonzero duration for the voice component of the callback interaction. For more information, see Enable communication level after call work. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support

Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Netherlands Dutch (nl-NL). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Genesys natural language understanding (NLU) improvements

Genesys improved the native natural language understanding (NLU) engine for Genesys Dialog Engine Bot Flows to the NLU version that Genesys Digital Bot Flows use. This update ensures that voice bots and digital bots have the same enhanced language support and future enhancements. New bot flows automatically use the improved NLU engine, and flow authors can migrate existing bot flows when they create a new version or use the Save As option for these bot flows. For more information, see Genesys natural language understanding (NLU) engine FAQs, Natural Language Understanding menu and About Genesys Dialog Engine Bot Flows. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Integrations

Genesys AppFoundry improvements

Genesys Cloud refreshed the look and feel of the AppFoundry for consistency with Genesys branding. Additional improvements include a list of prominent categories on the left side of the main page, easier access to filters and facets in the Category menu, the ability to filter to specific vertical solutions in the search bar, and performance improvements. The AppFoundry also includes a new Listing Details page, a new vendor listing editor, and is tablet-friendly. For more information, see Genesys AppFoundry. This feature has no restriction by user or required user to access.

Deprecations and announcements

Static data actions for web service data actions integration

On March 29, Genesys will remove the static data actions for the web service data actions integration. The static data actions will not appear in installed web service data actions integrations. Genesys recommends that customers access a template from Example web services data actions, modify the configuration, and import the new file as JSON into the data actions integration. For more information, see Deprecation: Static data actions for web service data actions integration. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

On March 15, 2023, Genesys will retire Genesys Predictive Engagement on Genesys Engage on-premises, Genesys Engage Cloud, and Genesys Engage Multicloud (hybrid solutions). As a result, Genesys will discontinue the sale and renewal of licenses for the hybrid solutions, and migrate all existing customers to Genesys Predictive Engagement on Genesys Cloud CX. Genesys will end maintenance and support on June 30, 2025. All organizations on the hybrid solutions are affected. For more information, see Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions. This feature requires one of the following subscriptions: 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 2, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.