Genesys Cloud - November 15, 2023

Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views

Supervisors and analysts can now apply filters to all data within the Topic Trend Summary and Agent, Queue, Flow topic summary views based on one or more topics. This feature enables supervisors and analysts to cross-reference topics and gain valuable insights into topic performance, especially in cases where multiple topics are evident. For more information, see Topic Trends Summary view, Queue Topics Summary view, and Agent Topics Summary view. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Content search enhancements

Supervisors can now sort content search columns, including date, duration, and sentiment score, in ascending or descending order. They can also layer multiple topics, words, or phrases using AND/OR and perform a complex search with a new filter limit. These enhancements enable supervisors to quickly locate specific interactions, cross-reference topics to gain valuable insights into topic performance, and provide a more effective and user-friendly content search. For more information, see Content Search view. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Category and subcategory navigation in the knowledge portal

Administrators can now customize the category and subcategory display layout in the knowledge portal. This feature provides a detailed layout option that shows sidebar navigation for categories, and subcategories, and redesigned article lists to show additional information. For more information, see Display categories on the knowledge portal. 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, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Header background and category icon images in the knowledge portal

Routing > Schedules is now Routing > Operating Schedules

Genesys Cloud renamed Admin > Routing > Schedules to Admin > Routing > Operating Schedules. This update alleviates confusion between workforce management scheduling and routing scheduling. For more information, see Schedules and Schedule groups . This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, 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, Genesys Cloud CX 3 Digital, Genesys Cloud CX AI Experience, or Genesys Cloud EX.

Agent connected duration, maximum evaluations per agent, and customized sampling criteria in agent evaluations

Administrators can now set the agent-connected duration, which defines the time from when the agent joins the interaction until they disconnect. Administrators can also select to generate evaluations for up to the maximum permitted per agent within a specific time period, and they can establish customized sampling criteria for these agent evaluations. This feature gives administrators increased options, and more control when they use the Create agent evaluations option in the Quality > Policies page. For more information, see Create a policy and Create evaluations by agents . 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, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.

Deprecations and announcements

Deprecation: Canned reports

On June 22, 2022, Genesys Cloud announced the migration of canned reports to dynamic view exports. To allow for more time for the customers to move from canned reports to the performance view exports, Genesys is extending the deprecation plan. The completion date for all canned reports is now March 20, 2024. The deprecation notice includes updates to the full deprecation date and new date for disabling the Edit and Run now functions, for each report. For more information, see Deprecation: Canned reports. This feature has no restriction by user or required user to access.