Genesys Cloud - May 3, 2023
Communicate
Support for MDM browser authentication for Communicate for iOS
Communicate for iOS now supports additional mobile device management browser authentication for customers who have MDM requirements. For more information, see FAQs: Communicate for iOS. This feature has no restriction by user or required user to access.
Contact Center
Additional voice transcription accuracy for Arabic
Genesys Cloud improved voice transcription accuracy for Arabic dialects (ar-WW). For more information, see Genesys Cloud supported languages. 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 1.
Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
Administrators can now screen record agents when they use Microsoft Edge Chromium or Firefox as the web browser of the Genesys Cloud web app and run Genesys Cloud Background Assistant (GCBA) in the background. Also, administrators can screen record agents when they use Genesys Cloud for Chrome, Genesys Cloud for Firefox browser extensions and run GCBA in the background. For more information see Genesys Cloud system requirements, Genesys Cloud Background Assistant (GCBA) release notes, and Genesys Cloud Background Assistant (GCBA) overview. 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.
Automatically reschedule time zone skipped contacts
Contact center managers can now automatically reschedule time zone skipped contacts to the next appropriate time that the system can attempt to dial the contact. For more information, see Reschedule time zone skipped contacts. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Platform
Identify unused roles and permissions in the Admin UI
Administrators can now identify user-assigned roles and role-assigned permissions that have not been used in the last 30 days. This information helps administrators determine which permissions and roles to remove to reduce security risks and lower costs. For more information, see Identify unused roles and permissions. This feature has no restriction by user or required user to access.
Display number of interactions routed via non-predictive routing method due to timeout
Administrators and supervisors can now view the predictive routing queue detail report when queues are set for predictive routing to review interactions that were routed via the non-predictive routing mechanism due to timeout or an insufficient number of agents. Previously, this report displayed a collective number of interactions that were routed via non-predictive routing, including interactions that were routed using a non-predictive routing method to perform a comparison test or ongoing value monitoring test. For more information, see View predictive routing queue detail report. 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, and Genesys Cloud CX AI Experience.
Deprecations and announcements
BYOC Premises—Customer VM Solution deprecation
On November 3, 2023, Genesys will remove the ability to deploy Genesys Cloud BYOC Premises—Customer VM Solution. On May 3, 2024, existing Genesys Cloud BYOC—Customer VM Solution deployments will no longer operate. Genesys recommends that existing Customer VM Solution customers transition to a cloud deployment telephony connection option, either Genesys Cloud Voice or BYOC Cloud. For more information, see Deprecation: BYOC Premises—Customer VM Solution. This feature has no restriction by user or required user to access.
