Genesys Cloud - March 23, 2022
Contact center
Introducing analytics workspace
Contact center managers and supervisors can now use the new analytics workspace to enhance their access to Performance views. This feature enables users to create and save custom views, and toggle between tabs, saving time and effort. For more information, see About analytics workspace. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Average Hold Handled and ACW Handled columns in Performance views
Contact center managers and supervisors can now view new columns for Average Hold Handled and ACW Handled in Performance views. The Avg Hold Handled column displays the average time an interaction spends on hold. This metric includes all of the interactions that an agent handles and is not exclusive to only the interactions that were on hold. The Avg ACW Handled column displays the average time that any interaction spends in ACW. This metric includes all interactions and is not exclusive to only the interactions that have ACW time. For more information, see Queues Performance Summary view, Queues Performance Detail view, Agents Queue Detail view, Agents Performance Summary view, Agents Performance Detail view, and Queues Agents Detail view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Improved customer sentiment scoring
Customer sentiment scoring can now reflect how the customer experienced the interaction in its entirety. Genesys Cloud now includes all customer sentiment events found in the system within an interaction and uses new icons to represent sentiment trends, making it easier to understand if the customer was satisfied or dissatisfied throughout the interaction. For more information, see Understand sentiment analysis. This feature requires one of following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.
Workforce management import service enhancement
Workforce management enhancements to the import service makes it easier for developers to retrieve and save schedules and forecasts using APIs. This improvement brings the Get and Save methodology of the workforce management service in alignment with other Genesys Cloud import services. For more information, see Workforce Management in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 2 WEM Upgrade I.
Configurable Messenger position for web messaging
Administrators can now customize the position of Messenger within the desktop browser. This enhancement makes it easier to integrate Messenger into customer websites. For more information, see Configure Messenger. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.
Web messaging delivery status notifications
Genesys Cloud now confirms successful message delivery and informs agents of message delivery failure for web messaging interactions. For more information, see Accept and respond to a message interaction. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.
Campaign and campaign sequence schedule improvements
Administrators can now create schedules for digital campaigns. In addition, once a schedule is created for a voice or digital campaign or a campaign sequence, the administrator can copy the schedule entry to another day within a calendar month. For more information, see Add a schedule entry for a campaign or campaign sequence. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Platform
US East 2 (Ohio) region deployment
Genesys now includes the US East 2 (Ohio) (us-east-2) region in its Genesys Cloud deployment. This region is intended to exclusively support Genesys Cloud customers requiring FedRAMP authorization. Genesys will achieve FedRAMP authorization later in 2022. Service deployments to the US East 2 (Ohio) region begin March 23, 2022. For more information, see AWS regions for Genesys Cloud deployment. This feature has no restriction by user or required user to access.
Deprecations
Agent interaction UI collapse/expand control removal
On December 22, 2021, Genesys announced that it will remove the collapse and expand controls in the agent interaction UI on March 23, 2022. Genesys has postponed the take effect date until May 25, 2022. As a result of this deprecation, the agent interaction UI will always appear full width when an agent selects the Interactions icon on the side bar. Select any application from the top bar to hide the agent interaction UI. Click the corresponding icon from the sidebar to unhide it. For more information, see Deprecation: Removal of collapse/expand control to enforce full width agent interaction UI. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or, Genesys Cloud User 1 Digital II.
