Genesys Cloud - May 24, 2023

Communicate

Message Waiting Indicator improvements

Genesys Cloud improved the reliability of Message Waiting Indicator (MWI) behavior for managed hardware phones. This improvement removes the Unsolicited NOTIFY option, which simplifies the MWI setting. For organizations with hardware phones that are configured to use the Unsolicited NOTIFY option, the setting migrates to an enabled state automatically. For more information, see Configure the Message Waiting Indicator setting. This feature has no restriction by user or required user to access.

Contact center

Improved voice transcription accuracy for English language regions

Genesys Cloud improved digits and numbers voice transcription accuracy for most English language regions, including United States (en-US), Great Britain (en-GB), Australia (en-AU), and South Africa (en-ZA). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I.

Gamification metrics creation workflow improvements

Performance management administrators can now set the appropriate level of precision for their performance management metrics. Additionally, administrators can now select which units to use for their time–based metrics. These improvements allow administrators to more accurately measure performance. For more information, see Configure gamification profile metrics. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 1 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud EX.

Enhance predictive routing accuracy with participant data

Administrators and contact center supervisors can now use participant data to enhance the accuracy of predictive routing decisions. This feature enables administrators assign attributes to customer data that Genesys Cloud uses to make routing decisions. For more information, see Optional sources of data for predictive routing. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX AI Experience.

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Ireland (en-IE), New Zealand (en-NZ), and South Africa (en-ZA). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1, 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.

Integrations

Support for JSON format output in trigger notifications

Developers and administrators can configure the triggers to provide complete JSON format output for the notification of the invoked workflows. This feature enables administrators to facilitate the use of more complex topics within Genesys Cloud. For more information, see Triggers Overview in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Trigger creation support for user activity topic

Developers and administrators can now create triggers for the v2.users.{id}.activity notification topic. This feature enables administrators to facilitate the use of more complex topics within Genesys Cloud. For more information, see Triggers Overview in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Deprecations and announcements

On May 22, 2023, Genesys will change the GDPR API subjects endpoint, /api/v2/gdpr/subjects, so that it no longer provides the journeyCustomer cookie id. For more information, see Deprecation: journeyCustomer cookie id from GDPR API subjects response contract. This feature requires one of the following subscriptions: Genesys Cloud CX 3 or Genesys Cloud CX AI Experience.

LiveNow permission change

On June 21, 2023, Genesys will replace the current Journey > Segment > Edit permission that is required to view Live Now with a new permission, Journey > Recent Sessions > View. For more information, see Deprecation: existing permission to view Live Now replaced by a new permission. 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.