Genesys Cloud - March 29, 2023

Communicate

Built-in Genesys Cloud WebRTC diagnostics application improvements

Genesys Cloud added a new built-in, streamlined version of the WebRTC diagnostics application in the Phone Settings panel that exists along with the standalone version in Genesys Cloud applications. The built-in WebRTC diagnostics application establishes a real call connection to Genesys servers in an organization’s media region and checks the applicable call and network statistics. The application displays a statistics summary, estimated call quality, and Mean Opinion Score (MOS). For more information, see Run the built-in Genesys Cloud WebRTC Diagnostics app. This feature requires one of the following subscriptions: Communicate, Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Contact Center

External contacts Profile tab updates

Genesys Cloud improved the profile tab for external contacts. The profile tab now displays other contacts that match the external contact identifier, such as external contacts with the same phone number. The user interface also contains an update that prompts agents to create an external contact and save the details when no external contact matches the interaction identifier. For more information, see  Single customer view overview, External contact management scenarios, and Genesys Community. 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.

Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages

Extended voice transcription services support is now available for Dutch Netherlands (nl-NL), German Germany (de-DE), Italian Italy (it-IT), Korean Korea (ko-KR), Polish Poland (pl-PL), Portuguese Brazil (pt-BR), Portuguese Portugal (pt-PT), Spanish Spain (es-ES), Spanish US (es-US), English Australia (en-AU), English Great Britain (en-GB), English India (en-IN), and English South Africa (en-ZA). Extended voice transcription services incur an additional cost per minute. For more information, see Genesys Cloud supported languages and Configure voice transcription. 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.

Archive and unarchive learning modules

Learning administrators can now retire older modules to an archive. This feature ensures that focus remains on the most current training material and provides the ability to immediately remove all assignments or gracefully retire a module while active assignments remain open. All existing score and completion data remains in Genesys Cloud. Administrators can restore an archived module back to an active state. For more information, see Archive a development and feedback module. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.

Integrations

Automatic regionalization of endpoints for existing Google Cloud TTS and STT  integrations

Genesys Cloud now supports regionalization in the US and EU for existing Google Cloud Text-to-speech (TTS) and Speech-to-Text (STT) integrations. For more information, see AWS regions for Google Cloud TTS and STT integrations. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Custom voices support for the Google Cloud Text-to-Speech integration

The Google Cloud text-to-speech (TTS) integration now supports custom voices. Before you update the integration in Genesys Cloud, contact your Google Cloud TTS seller to access the Custom Voice feature. For more information, see Configure Google Cloud TTS Custom Voices. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Deprecations and announcements

Static data actions for web service data actions integration removal

On March 29, Genesys removed 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 required one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.