Genesys Cloud - November 16, 2022

Communicate

Opt out of voicemail and replace system audio for the default Architect voicemail flow

Administrators and contact center managers can download example templates and follow detailed instructions to customize the voicemail experience for their customers. Flow authors can configure a voicemail flow to allow a caller to opt out of leaving a voicemail message and also replace the default system greeting with blank audio. For more information, see Configure a voicemail flow to allow a caller to opt out of voicemail, Replace the built-in voicemail system greeting with blank audio, and Can I configure an Architect flow to allow inbound callers to opt out of a Genesys Cloud user’s voicemail?. This feature requires the following subscription: Communicate.

Contact center

Genesys Agent Assist in agent workspaces

Agents can now use Genesys Agent Assist in their agent workspaces to search knowledge base articles and canned responses. This feature allows agents to quickly find answers to customer questions. For more information, see About Genesys Agent Assist and Knowledge surfacing with the Genesys Agent Assist. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Delayed arrival notifications to supervisors in Genesys Tempo

Agents can now proactively report when they will be late for their next scheduled activity from the Genesys Tempo mobile application. Supervisors can review the late notifications and approve or decline them. For more information, see FAQs: Genesys Tempo™ for Android and FAQs: Genesys Tempo™ for iOS. 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.

Coaching appointment configuration improvement

Contact center managers and supervisors can now use an improved process to add an agent to an existing coaching appointment. For more information, see Add an interaction to an existing coaching appointment. 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.

Improved voice transcription accuracy for Spanish

Genesys Cloud improved voice transcription accuracy for Spanish dialects (es-ES and es-US). 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, or Genesys Cloud CX 2 WEM Add-on 1.

Limited details for interactions older than 1.5 years available in select regions

Contact center managers and supervisors can now use the Interaction Details view to display limited information, including recording playback, about interactions older than 1.5 years. This feature is available in the following regions: Asia Pacific (Sydney), Asia Pacific (Seoul), Asia Pacific (Tokyo), Canada (Canada Central), EU (Ireland), EU (London), and South America (São Paulo). For more information, see Retention period for analytics data and recording. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Platform

IP addresses for data actions integrations automatically allowed

Genesys Cloud now automatically allows IP addresses that originate from data actions integrations. This feature eliminates the need for administrators to explicitly add these IP addresses to the allowlist. For more information, see Allow IP Addresses. This feature has no restriction by user or required user to access.