November 18, 2020


Contact center

Agent-owned records for preview campaigns

Outbound administrators can now run preview campaigns with agent-owned records. This feature ensures that agents see only the records assigned to them. For more information, see Agent-owned records for preview campaigns overview. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Speech and text analytics settings improvement

The default value for the minimum confidence required for a word to appear in the Transcript tab is now 40 instead of 60. A lower number results in more words appearing in the Transcript tab and a better overall customer experience. For more information, see Speech and text analytics settings and Default word confidence change in speech and text analytics settings. This feature requires the following subscription: Genesys Cloud User 3. 

Service level calculation enhancement

Administrators and contact center managers can now choose whether to include or exclude abandons in service level calculations. This enhancement enables managers and supervisors to gain more insight on queue performance. For more information, see Configure the service level calculation. This feature requires the following subscription: Genesys Cloud User 1.

Access partial availability time stamp in Analytics API

Developers can now access the partial availability time stamp through the Analytics API, allowing them to look up the data lake availability date and time. For more information, see /api/v2/analytics/conversations/details/jobs/availability in Analytics in the Developer Center. This feature requires the following subscription: Genesys Cloud User 1.

Interactions panel improvement

When an agent switches between multiple interactions, the right-hand panel now reflects the interaction tab in focus. Previously, the right-hand panel defaulted to the External Contact Profile tab when the agent clicked another interaction. Now, the External Contact Profile tab is auto-selected only after the agent first accepts an interaction. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Platform

Release Notes now include feature subscriptions

The Genesys Cloud Release Notes now include the subscription(s), if required, for each feature. This enhancement makes it easier for customers to learn the features available to their organization and what is needed to access those features. For more information, see About your subscription. This feature has no restriction by user or required user to access.