Genesys Cloud - March 8, 2023

Collaborate

Set time to return to previous status after users disconnect and reconnect

Administrators can now set the amount of time that Genesys Cloud returns users their previous status after they disconnect and reconnect. If users disconnect longer than the set time, Genesys Cloud sets users to the Available status when they reconnect. To allow for extended internet outage periods, administrators can increase the one minute default time to up to 24 hours. Administrators can also determine if the reconnect behavior applies to the On Queue status. For more information, see Restore previous presence for agents who disconnect and then reconnect to Genesys Cloud. This feature has no restriction by user or required user to access.

Communicate

US and Canada numbers available for Genesys Cloud Voice EMEA Regions

Genesys Cloud Voice customers in EMEA countries can now purchase DID and toll-free numbers from the US and Canada where Genesys Cloud Voice is available. Services are provided out of the Europe (Frankfurt), Europe (Ireland), and Europe (London) regions. For more information, see Number purchase and inbound usage charges in Euros, Number purchase and inbound usage charges in British pounds, Purchase toll-free numbers, and Purchase DID numbers. This feature has no restriction by user or required user to access.

Contact center

Introducing Genesys Cloud Background Assistant for screen recording with the web app

The new Genesys Cloud Background Assistant (GCBA) allows supervisors to record the screens of agents who use the Genesys Cloud web app in a browser. GCBA is a Windows background service that is installed on the user’s desktop. Previously, supervisors could record only the screens of agents who used the Genesys Cloud desktop app. For more information, see About Genesys Cloud Background Assistant (GCBA). This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Introducing regional storage for call recordings

Organizations can now store call recordings in the Genesys Cloud media region that handled the customer session of the call in Global Media Fabric. This feature helps organizations meet data residency requirements. For more information, see Store recordings in local Genesys Cloud regions. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

SSML support in Genesys Dialog Engine Bot Flows

Flow authors can now use the Architect ToCommunicationSsml expression in Genesys Dialog Engine Bot Flows to provide speech synthesis markup language (SSML) to the organization’s text-to-speech engine (TTS) for bot flows. This feature enables flow authors to enhance TTS output by providing SSML markup in bot responses, rather than plain text. For more information, see Access Architect expression help. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

New Search endpoint

Developers can use the new Search endpoint to gain near real-time access to all participant attributes on a conversation. Attribute data is searchable conversation by conversation, up to 50 conversations, or over a time interval. The new Search endpoint allows developers to pair results with the analytics/conversations/details endpoint to retrieve all conversation data, including attribute data, in real time and then join that data in their own data lakes. Conversation data is available for up to 31 days. Organizations must request activation of this endpoint through their account team or Product Management. After the endpoint is enabled, all new conversations write data to this endpoint. Genesys monitors the use of this endpoint for organizations that enable it and disables the endpoint if there is no activity. For more information, see Conversation participant attributes search in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

New variables and improvements for scripts

Genesys Cloud added improvements and variables to script design. These improvements include a regular expression (regex) function inside dynamic variables to validate strings and numbers, four new dynamic variable date functions for date strings and two new raw, unlocalized variables in the built-in script variables list, and the new Refresh Input Variables action to refetch the values from a conversation and update input variables. Script designers can also now configure an input component for a password with hidden text, configure the input component Requires Value property with a True/False variable, and import a script to override an existing script with the new data. For more information, see Dynamic script variables, Additional functions to use in dynamic variables, Text input script component, Requires Value property, Date input script component, Available script actions, Import scripts, and Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Improved do not contact (DNC) list functionality to support custom values

Administrators can now create an internal, custom DNC list based on any column on the contact list. This list allows customers to block several contact records with one action when contacts have the same value in that column. For more information, see Create a new internal-custom DNC list. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Communicate call classification update

Genesys Cloud no longer intermittently classifies Communicate calls as ACD interactions when users set the Prepopulate queue field with last known queue option. Previously, when Genesys Cloud handled Communicate calls and classified them as ACD interactions, those calls would sometimes appear in the Interactions panel instead of the Calls panel. For more information, see Communicate call handling improvement affecting user experience in the Community. This feature requires the following subscription: Genesys Cloud CX 1.