Contact Center

Historical adherence and shrinkage view updates for teams

Administrators and contact center supervisors can now enable team reporting in the workforce management historical adherence view and the historical shrinkage view. This feature enables supervisors to filter agents in a team and efficiently view data over time, and provides consistency with other workforce management reports and functionality. Additional updates to the historical adherence view and the historical shrinkage view include changes to the adherence over time charts to make it easier to view at a glance. For more information, see Navigate the historical adherence view, Access the historical adherence view,  Access the historical shrinkage view, and Navigate the historical shrinkage view. 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.

Route email to multiple destinations

Administrators can now define whether an inbound email that contains multiple recipients and belongs to multiple destinations routes to all destinations in the email, such as queues or flows. For more information, see Route email to multiple destinations. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Improved analytics email data with CC/BCC details

Contact center supervisors and managers can now view email CC and BCC recipients included in an email interaction. CC information appears for both the inbound and outbound emails, while BCC information appears for the outbound email only. For more information, see Interactions view, Queues Interactions Detail view, and Agents Interactions Detail view. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Deprecations and announcements

Search Audits view deprecation

On August 15, 2023, Genesys will remove the Search Audits view, an independent Audit view for Documents. Genesys replaced the Search Audits view with the Audit Viewer. For more information, see Deprecation: Search Audits view. This feature has no restriction by user or required user to access.

Search Audits APIs deprecation

On August 21, 2023, Genesys will remove the Search Audits APIs, independent Audit APIs for events. Genesys replaced the APIs with platform/audit APIs found in the Developer Center. This feature has no restriction by user or required user to access. For more information, see Deprecation: Search Audits APIs. This feature has no restriction by user or required user to access.

Journey customer service deprecation

On June 7, 2023, Genesys will remove the Customer Service APIs. Genesys replaced these APIs for both Live Now and Journey gadgets. This deprecation does not affect customers unless they use the Customer Service API endpoints. For more information, see Deprecation: Journey customer service deprecation. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Notes:
  • Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
  • Some features may require an integration add-on.