Contact center

Bot Performance views

Administrators and contact center managers can now access bot performance metrics in the Bot Performance Detail view and Bot Performance Summary view. This feature enables administrators to gain insight into the number of entries, turns, durations, and intents for bots that Genesys Cloud supports. For more information, see Bot Performance Detail view and Bot Performance Summary view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Routing detail columns in Performance views

Contact center managers and supervisors now have more detailed routing information to gain insight into why interactions are routed to specific agents. The new columns include Routing Requested, Bullseye Ring, Preferred Rule, Skills-Removed, and Skills-Active. For more information, see Interactions view, Queues Interactions Detail view, and Agents Interactions Detail view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Open messaging API enhancements

Developers can now take advantage of a variety of open messaging API enhancements, such as inbound and outbound delivery receipts and user-scoped authorization for inbound messaging. Developers can now also pass custom attributes when starting a new conversation or sending a reply, and retrieve a conversation ID using a message ID. For more information, see Open messaging in the Developer Center. 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.

Integrations

Add non-E.164 number to Other Phone field for collaboration integrations

Administrators who sync user data via SCIM can now add non-E.164 numbers to the Other Phone field on user profiles. This enhancement enables SCIM clients to populate only the Other Phone field with a non-E.164 phone number to support call transfers across phone trunks to collaboration integrations such Microsoft Teams and Zoom Phone. To use this feature, the phone number must be associated with one of these integrations. For more information, see Can I add a non-E.164 number to an internal contact?, Configure the Microsoft Teams integration, Configure the Zoom Phone integration, and E.164 overview. This feature has no restriction by user or required user to access.

Deprecations

Recording Service API metadata endpoint annotation deprecation

Starting November 10, 2021, the Genesys Cloud Recording Service no longer includes recording annotations in API requests to get recording metadata. For more information, see Recording Service API metadata endpoint annotation deprecation. This feature has no restriction by user or required user to access.