Genesys Cloud - May 19, 2021

Contact center

Performance managers, supervisors, and facilitators can now add external links, such as URLs, to coaching appointments. Agents can access the external links as part of their coaching appointments. For more information, see Schedule a coaching appointment. This feature requires the following subscription: Genesys Cloud User 3.

View participant data attributes in the interaction detail page

Quality managers and evaluators can now view participant data attributes in the interaction detail page. An attribute is a piece of information about a participant that travels with them throughout the interaction. Participant data attributes persist between transfers from one call flow to another. This feature enables managers and evaluators to see the results of data actions, collected digits in IVR, and data table found values. For more information, see View participant data attributes and View an interaction’s details. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Audit log viewer for workforce management schedules and work plans

Contact center managers and supervisors can now use the existing Genesys Cloud auditing service to see details about new or updated schedules and work plans. These details include who created or changed the schedule or work plan, the actions taken, and the date the changes occurred. Additional schedule details include who published or unpublished the schedule. For more information, see View details about schedule or work plan edits. This feature requires one of the following subscriptions: Genesys Cloud User 3 or Genesys Cloud User 1 WEM Upgrade II.

Deprecations

Journey JavaScript SDK specific mappable customer traits deprecation

Starting on July 14, 2021, the Journey JavaScript SDK will no longer allow mapping of some specific customer traits for use in Live Now or for segment, outcome, or action map configuration. For more information, see Deprecation: Select mappable customer traits. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I. 

Predictive Engagement webhooks deprecation

On May 19, 2021, the Predictive Engagement webhooks deprecation went into effect. For more information, see Deprecation: Webhooks. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade II.

Reduced data retention period for journey history postponement

Genesys announced the reduced data retention period for journey history on February 17, 2021, with a May 19, 2021 effective date. Genesys postponed the effective date to May 26, 2021. For more information, see Journey history data retention change. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.

Predictive Engagement outcome limitation change postponement

Genesys announced the Predictive Engagement outcome limitation change on April 21, 2021, with a May 17, 2021 change date. Genesys postponed the change date to June 14, 2021. For more information, see Outcome limitation change. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.