Contact center

Introducing Architect in-queue flow support for digital flows

Administrators and contact center managers can now create in-queue message and in-queue email flows, in addition to in-queue call flows. This feature provides the ability to customize the customer’s hold experience during a message or email interaction; for example, to provide messaging that lets the customer know the position in queue or, after a period of time elapses, transfer the customer to another flow. For more information, see In-queue flows overview and Work with in-queue flows. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Architect data table permission enhancements

Administrators and contact center managers can now use new Architect permissions to provide more granular control over who creates and deletes data tables and data table rows. The two new permissions, Architect > Data Table > Add Row and Architect Data Table > Delete Row, enable users to add or delete data table rows. The existing permissions, Architect > Data Table > Add and Architect > Data Table > Delete, now only enable users to add or delete data tables. For more information, see Work with data tables. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Customize inbound message flow based on action map

Predictive Engagement administrators can now choose the inbound message flow to which a web messaging conversation routes, based on the action map that the conversation triggers. This feature enables administrators to customize routing behavior for a specific segment of users. For more information, see Use action maps to trigger an advanced orchestration flow. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Assign to me option for quality management evaluation assignment

Quality management evaluators can now use the Assign to me option to assign an evaluation to themselves when they create a new evaluation. This feature enables evaluators to bypass searching for their name in the Evaluator drop down menu to make the assignment. For more information, see Assign a new evaluation. This feature requires one of the following subscriptions:  Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 WEM Upgrade II.

Portugal Portuguese voice transcription support

Voice transcription support is now available for Portugal Portuguese (pt-PT). For more information, see Genesys Cloud supported languages. 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.

Portugal Portuguese programs, topics, and phrases support

Programs, topics, and phrases support is now available for Portugal Portuguese (pt-PT). For more information, see Genesys Cloud supported languages. 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.