November 30, 2022

Contact center

Introducing topic mining

Topic miner analyzes conversation transcripts to determine commonly used phrases and groups them into topics, complete with real-world utterances. Administrators can refine and customize the topics and phrases, and then import them into the topic manager for use in speech and text analytics. This feature enables analysts to use the mined data to create new topics or improve existing topics and minimizes the need to rely on business process knowledge and manual call review. For more information, see About the topic miner. 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.

Historical shrinkage data

Contact center managers and administrators can now view aggregate historical adherence and schedule data in the new historical shrinkage view. Managers can use the shrinkage data to compare planned and actual activities that impacted agents’ utilized time. Managers can then use the data to refine staffing requirements and to generate schedules using platform-based data and insights. For more information, see About workforce management, Historical shrinkage overview, Navigate the historical shrinkage view, and Access the historical shrinkage 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.

Filter by topic dialect

Contact center managers and supervisors can now filter topics by dialect in the Topic Trends Summary view. The filter allows managers and supervisors to find the topics and information they need more quickly. For more information, see Topic Trends Summary view. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Add-on II, Genesys Cloud CX 2 Add-on 1, or Genesys Cloud CX 3.

Work plan information in agent schedule views

Agents can now view work plan information, including possible shifts and the window of shifts that are planned for unpublished weeks, in their schedule. This information helps agents anticipate and manage their work schedule more effectively. For more information, see View your schedule. 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.

Messenger headless support

Administrators can now disable Messenger’s native user interface. Developers can then build a custom user interface based on Messenger’s Javascript commands and events. For more information see, Configure Messenger and Commands and Events. 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, or Genesys Cloud CX 3 Digital.

Increased email size limit for custom AWS integrations

Agents can now send emails and attachments through AWS with up to 40 MB of data after base-64 encoding. For more information, see Attach a file to an email message. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows

Flow authors can now use the new Message.Message.SenderAddressInfo.email built-in variable in Architect inbound message flows to capture the email address of the message sender. The associated messaging provider supplies the sender’s email address. This feature enables administrators and flow authors to use the attribute for further processing and to personalize the customer experience. For more information, see Authenticated web messaging attributes. This feature requires one of the following subscriptions: Genesys Cloud 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Microsoft Azure Cognitive Services TTS in Architect secure flows

The Microsoft Azure Cognitive Services Text-to-Speech engine is now PCI DSS-compliant and available for use in Architect secure flows. Administrators can use the TTS capabilities in secure flows to play back text to the caller in the language and voice of their choice. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Email configuration UI updates

Genesys Cloud updated the style of the Admin > Contact Center > Email page to keep pace with industry standards and trends. The style changes include updates to buttons, text formatting and fields, tables, and menus. These changes do not impact the workflow of the UI. For more information, see Upcoming UI Style Changes – Contact Center Email Administration in the Genesys Community. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital.

Note:
  • Genesys Cloud enables features for release by end of day Wednesday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
  • Some features may require an integration add-on.