Search for external contacts and organizations on mobile devices
Business users can now find and call Genesys Cloud external contacts and organizations on iOS and Android devices. For more information, see Mobile apps for iOS and Android, FAQs: Communicate for iOS, and FAQs: Communicate for Android. This feature has no restriction by user or required user to access.
Topic manager and topic spotting support for queues and flows
Speech and text analytics now supports mapping programs to a specific set of queues and flows. The queue and flow configuration determines the set of topics to detect for different portions of the interaction. This feature is available for both cloud and premise-based Edges, and requires Edge and Media Tier version 220.127.116.1154 or later. For more information, see Speech and text analytics settings and Work with a program. This feature requires the following subscription: Genesys Cloud User 3.
Configurable messaging threading timeline
Administrators can now customize the messaging threading timeline for all Genesys Cloud messaging channels. A messaging threading timeline determines the amount of time a messaging conversation remains open after the last activity. Administrators can now configure the amount of time from 0 to 72 hours in 1-minute intervals. The default is 72 hours. For more information, see Messaging threading timeline. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.
Export Architect flows in YAML format
Administrators and contact center managers can now use Genesys Cloud Architect flow or scripting to export an Architect flow in YAML format, make changes in a text editor such as Visual Studio Code, and then use Archy to import the flow back into Architect. This feature makes it easier and less time consuming to rebuild and manually map complex flows with similar logic. For more information, see Define Architect flows using YAML. This feature has no restriction by user or required user to access.
External contacts bulk APIs for notes and relationships
Developers can now use bulk APIs to create, retrieve, update, and delete notes for external contacts and external organizations and relationships for external organizations. For more information, see Bulk Endpoint Overview in the Developer Center. This feature has no restriction by user or required user to access.
Journey aggregate query API for non-offered action states
Developers can now generate aggregate metrics for non-offered action states with the journey aggregate query. These metrics enable administrators to understand when and why Predictive Engagement did not offer qualifying actions, so that they can reconfigure action maps or adjust staffing as needed. For more information, see Journey aggregate query in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.
CIDR IP address range for cloud media services change completed
On April 30, 2021, Genesys implemented the CIDR IP address range for cloud media services change for Canada (Central), EU (Frankfurt), EU (Dublin), Asia Pacific (Sydney), and Asia Pacific (Tokyo). Genesys Cloud’s cloud media services is now fully migrated to the Genesys-owned CIDR block in all supported regions. For more information, see CIDR IP address range for cloud media services change.