Genesys Cloud - October 27, 2021

Communicate

BYOC Cloud TLS X.509 certificate renewal

On December 8, 2021, Genesys will renew the BYOC Cloud TLS X.509 certificates. Customers with a secure TLS trunk with BYOC Cloud do not need to take action if the DigiCert High Assurance EV Root CA was previously accepted. To confirm, follow the procedure in TLS trunk transport protocol specification. This feature has no restriction by user or required user to access. 

Contact center

Acoustic analysis information for voice interactions in the Details tab

Contact center managers and supervisors can now view acoustic analysis information for voice interactions in the Details tab to help identify areas of concern or improvement. For example, overtalk between a customer and an agent can indicate a poor and contentious customer experience, while large amounts of silence can indicate an issue in agent-facing applications or lack of agent knowledge that results in poor responsiveness. For more information, see View an interaction’s Details tab. This feature requires the following subscription: Genesys Cloud User 3.

Ability to provide feedback to sentiment analysis

Administrators and contact center managers can now provide feedback on specific phrases marked with positive, negative, or neutral sentiment. This feature helps with training and enhances the organization’s specific sentiment analysis capability. The entered phrases are dialect-specific and can be defined as positive, negative, or neutral. For more information, see Work with sentiment analysis. This feature requires the following subscription: Genesys Cloud User 3.

Audience size estimator for action maps in Predictive Engagement

Predictive Engagement administrators can now view audience estimates to which an action map qualifies and the number of actions that qualify, based on the segments selected. Administrators can use the estimates to refine or extend audience targeting and understand staffing needs. For more information, see Define an action map’s triggers. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.

Deprecations

Max Calls replacement for BYOC Cloud trunks

On October 27, 2021, Genesys deprecated the Max Calls implementation for BYOC Cloud trunks and replaced it with an improved Max Concurrent Calls implementation. The new setting provides a more reliable solution for handling calls when the configuration specifies a limit on the number of concurrent calls. For more information, see Maximum calls setting for BYOC Cloud change. This feature has no restriction by user or required user to access. 

Collaborate call functionality on mobile devices deprecation postponement

On July 15, 2021, Genesys announced the deprecation of call functionality from the Collaborate app on mobile devices with an October 13, 2021 removal date. Genesys postponed the removal of this feature to November 3, 2021. For more information, see Deprecation: Remote station calling in the Collaborate app.  This feature requires the following subscription: Collaborate.