Genesys Cloud - May 18, 2022

Contact center

Introducing AudioHook Monitor 

Administrators and contact center managers can now use AudioHook Monitor to stream conversation audio to third-party services and then process that audio for voice biometrics, transcription, and recording. This feature is not PCI DSS-compliant and should not be used to process audio during PCI-relevant interactions. For more information, see About AudioHook Monitor. This feature requires the following subscription: Genesys Cloud User 3.

Mandatory US and Canada SMS toll-free number verification

Starting May 15, 2022, customers must verify newly-purchased toll-free numbers before they can use the numbers to send SMS messages. Customers with US and Canada toll-free numbers provisioned on their accounts before May 15, 2022 must complete the verification process before September 30, 2022 to avoid message blocking. For more information, see Genesys Cloud support of toll-free messaging verification for the United States and Canada. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Retrieve estimated wait times for different media types in Architect flows

Administrators and contact center managers can now use functions to retrieve estimated wait times for different media types in Architect flows, rather than data actions. The GetQueueEstimatedWaitTime returns the estimated wait time information for a queue, and the FindQueueEstimatedWaitTime searches for a queue in the organization and returns estimated wait time information for it. For more information, see Architect expression help and the Expression Help within Architect. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Use random functions in Architect decision actions

Administrators and contact center managers can now use random functions as building blocks in Decision actions. The Random function generates a random decimal value and the RandomInt function generates a random integer value. These functions make it easier to steer calls to different paths based on the returned value. For more information, see Architect expression help and the Expression Help within Architect. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Parity in agent performance views with agent metrics reports

Contact managers and supervisors can now filter by ACD in agent performance views. This enhancement creates parity with the Agent Metrics and Agent Metrics Export reports. For more information, see Agents Performance Summary view, Agents Performance Detail view, and Queues Agents Detail view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Export and import forecasts in user-selected time zone for workforce management

Administrators and contact center managers can now export and import forecasts in their desired time zone. The Export with Selected Time Zone feature exports the forecast data in the desired time zone. The Import Short-Term Interval Forecast Data feature imports forecasts that include data of up to six weeks. For more information, see Add a forecast, Work with forecasts, and Export a forecast. 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.

Secure pause recordings when not a conversation participant in Conversations API

Developers and administrators can now secure pause and resume a conversation when they are not a participant in the conversation. The Conversations API contains a set of new endpoints to support this feature. The new permission Conversation > Recording > PauseOthers enables API users to use these endpoints. For more information, see Secure pause recordings without being a conversation participant in the Developer Forum. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, and Genesys Cloud User 2 WEM Upgrade I.

Platform

Enable automatic capture of console logs for troubleshooting

Administrators can now enable automatic log capture for 24 hours for specific users in Genesys Cloud. When the log capture feature is enabled, the console logs are available for inspection or download. This feature simplifies the process for users to share logs with Customer Care as they no longer have to manually gather their console logs. For more information, see Enable automatic log capture. This feature has no restriction by user or required user to access.

Deprecations

Agent interaction UI collapse/expand control removal

Due to a number of dependencies, Genesys has postponed the take effect date for the removal of the collapse and expand controls in the agent interaction UI from May 25, 2022 until a later date. As a result of this deprecation, the agent interaction UI will always appear full width when an agent selects the Interactions icon on the side bar. Select any application from the top bar to hide the agent interaction UI. Click the corresponding icon from the sidebar to unhide it. For more information, see Deprecation: Removal of collapse/expand control to enforce full width agent interaction UI. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or, Genesys Cloud User 1 Digital II.