March 3, 2021

Contact center

Content Search view for voice transcripts

Contact center managers and supervisors can now search for interactions based on the content of the voice transcript from the interaction. Use the new Content Search view to filter for specific words that are an exact match, similar to, or not similar to specific words of interest. For more information, see Content Search view. This feature requires the following subscription: Genesys Cloud User 3.

Search interactions for SIP signaling information for all regions

Support engineers, system administrators, contact center managers, and supervisors can now search interactions for SIP signaling information to troubleshoot call failures. The new filter uses the unique SIP Call-ID identifier. For more information, see Interactions viewAgents Interactions Detail view, and Queues Interactions Detail view. This feature is now available in all regions. This feature has no restriction by user or required user to access.

Route voice interactions based on external contact information

Administrators and contact center managers can use the Get External Contact action and the Get External Organization actions in call flows to locate external contacts and make routing decisions based on the information found. For example, agents can route existing callers to a queue with specific priority, and route all new or not found callers to a queue with a different priority. This feature requires Edge and Media Tier version 1.0.0.9796 or later. For more information, see Get External Contact action and Get External Organization action. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Record ACD agent consult calls

Administrators can now enable recording of consult calls. When this option is enabled and an agent uses the Consult Transfer option to speak to another agent within a call, the system records the consult portion of the call. This feature enables quality managers to fully assess the entire interaction, enhancing quality evaluation and coaching. This feature requires Edge and Media Tier version 1.0.0.9796 or later. For more information, see Record ACD agent consult calls. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud 1 WEM Upgrade 2, or Genesys Cloud 2 WEM Upgrade 1. 

Screen recording limit increase

Genesys has increased the concurrent screen recording limit from 500 to 2000. For more information, see Manage recordings. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud 1 WEM Upgrade 2, or Genesys Cloud 2 WEM Upgrade 1.