Genesys Cloud - March 30, 2022
Contact center
Predictive routing for email interactions
Predictive routing is now available for email interactions. When administrators enable predictive routing on a queue, the email interactions on the queue now route via the predictive routing method. For more information, see About predictive routing. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.
Predictive routing for message interactions
Predictive routing is now available for Genesys Cloud-supported messaging channels, including third-party messaging, SMS messaging, Genesys Cloud web messaging, and open messaging. When administrators enable predictive routing on a queue, the message interactions on the queue now route via the predictive routing method. For more information, see About predictive routing. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.
Coaching UI improvements
Contact center managers and supervisors can now leverage UI improvements to the coaching appointment and edit coaching appointment windows that streamline the coaching process. For more information, see Schedule a coaching appointment. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade I, or Genesys Cloud User 1 WEM Upgrade II.
Coaching and learning by division access
Administrators and contact center managers can now use permissions to restrict or allow the ability to create coaching sessions or assign learning to agents. This feature provides more granular control over coaching and learning, so that a supervisor can only look up agents within the divisions that the supervisor has permission to view. For more information, see About access control. 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.
Architect Flush Audio action
Administrators and contact center managers can now use the new Flush Audio action in Architect call flows. This action immediately flushes any audio that is associated with the flow and stored in queue for later playback. For more information, see Flush Audio action. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
Bot authors can now create new slot types in parallel to creating a new slot. This feature enables more seamless mapping of slots and associated slot types to utterances, and saves the bot author time and effort during bot design. For more information, see Slots and slot types overview and Map slots to utterances. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.
Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish
Genesys Dialog Engine Bot Flow support is now available for France French (fr-FR), Canadian French (fr-CA), German Germany (de-DE), Italian (it-IT), Spain Spanish (es-ES), and English Spanish (en-ES). For more information, see Genesys Cloud supported languages. This feature requires the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.
Platform
The Developer Center has a new look
The Genesys Cloud Developer Center has a new look, with improved navigation and design, reorganized content, integrated Genesys Cloud sign in, a new Developer Toolbox, and integrated Application Inspector. For more information, see Introducing the Dev Center 2022 Refresh in the Developer Center. This feature has no restriction by user or required user to access.
Introducing Developer Center Notifications Monitor
The Genesys Cloud Developer Center now provides a Notifications Monitor with an interactive listing of available topics. Developers can create a notification channel and subscribe to topics within the documentation. Developers can also open the toolbox to view the notification stream for each channel. For more information, see Introducing the Dev Center 2022 Refresh in the Developer Center. This feature has no restriction by user or required user to access.
Deprecations
Deprecation of workforce management time off requests for non-consecutive days
On February 9, 2022, Genesys announced that it will remove the ability for agents to submit requests for non-consecutive days on April 12, 2022. Genesys has postponed the take effect date until May 4, 2022. For up to 60 days prior to the HRIS integration feature releases, agents must submit multiple time-off requests to account for non-consecutive days in the same date range. For more information, see Deprecation: Non-consecutive time-off requests. 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.
