Communicate

Transcription for Communicate voicemails

Administrators and group owners can now enable transcription for user and group Communicate voicemails. After an administrator or group owner enables voicemail transcriptions, users receive the transcriptions in email notifications. Group owners can configure voicemail transcription and transcribed language on a per-group basis. For more information, see Enable voicemail transcription. This feature requires the following subscription: Communicate.

Active speaker indicators

Genesys Cloud now provides active speaker notifications for video chat participants. These notifications make it easier for participants to know who is currently talking. For more information, see Start a video chat. This feature has no restriction by user or required user to access.

Contact Center

Additional voice transcription accuracy improvements for Spanish

Genesys Cloud improved voice transcription accuracy for Spanish dialects (es-ES and es-US). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on 1, or Genesys Cloud CX 3.

Approve time-off requests based on agent hire date

Administrators and contact center supervisors can now see, sort, and filter an agent’s hire date. This feature enables supervisors to determine seniority when they approve or deny time-off requests. For more information, see Navigate the time-off requests page. 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.

Evaluation source in evaluation cards

Administrators and contact center supervisors can now see the evaluation source on an evaluation card. This feature enables supervisors to better understand how an evaluation was created. For more information, see View a completed evaluation. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.

Enhanced pagination control in analytics workspace views

Contact center managers and supervisors can now use the enhanced pagination control in the Content Search View and the Interactions view to easily navigate pages and bypass multiple pages at a time. For more information, see Content Search view and Interactions view. This feature has no restriction by user or required user to access.

Queue Performance Summary chart view

Contact center managers and supervisors can now view performance in a visual chart in the Queue Performance Summary view. This feature enables managers and supervisors to quickly scan for insights at a summary level. For more information, see Queues Performance Summary view. This feature has no restriction by user or required user to access.

Metric values in views with duration statistics

Contact center managers and supervisors can now view minimum, maximum, total, average, and count values in analytics views that contain duration statistics. For more information, see About reports, views, and dashboards. This feature has no restriction by user or required user to access.

Restricted access to details about predictive routing agents

Genesys Cloud now restricts details about predictive routing agents, their scores, and their relative interaction ranks in the Interactions view, Agent Interactions Detail view, or Queue Interactions Detail view. Members of the organization must have the Routing > Predictor > View permission to access these details. For more information, see Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Delete a knowledge base

Knowledge authors can now delete a knowledge base that they no longer need. This feature enables knowledge authors to more easily maintain their knowledge bases. For more information, see Delete a knowledge base. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Deprecations and announcements

Deprecation of select filters in Analytics API in Predictive Engagement

On March 22, 2023, Genesys removed the journeyCustomerId and journeyCustomerIdType dimensions from the Journey Aggregate Query API. As a result, select filters that can be applied on journey event metrics are no longer available. This change affects all organizations that use the Journey Aggregate Query API to query aggregate event metrics and then filter and group the results based on customer ID and customer ID type. For more information, see Deprecation: Select filters on customer event metrics. 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.