Genesys Cloud - October 5, 2022

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Skill expression groups

Administrators can now create skill expression groups with dynamic membership based on ACD skill conditions definitions. Skill expression groups include skill and proficiency. This feature enables administrators to define interaction routing based on agent proficiency. For more information, see Groups overview. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Define ring membership by queue

Administrators can now add groups to queue membership and assign them to corresponding bullseye routing rings. This feature enables administrators to add groups to increase the pool of agents, rather than stripping skills away. The process of assigning groups to bullseye routing rings and keeping the assigned skills intact can be used in conjunction with Genesys Cloud workforce planning tools. For more information, see Create and configure queues. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Improved knowledge workbench V2 import and export

Knowledge authors can now import question and answer articles in CSV format to a knowledge base. Also, exported articles in JSON format now include the knowledge base ID, as well as the linked category an label structures. If the knowledge base does not have the linked categories and labels already defined, the JSON import process automatically creates them. When knowledge authors import articles in JSON format to the same knowledge base, the import process updates the existing articles. When knowledge authors import articles in JSON format to a different knowledge base, the import process creates new articles for the imported content. For more information, see Import or export articles in a knowledge base v2. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Agent utilization in improved estimated wait time calculations

Developers can now use an improved estimated wait time that includes agent utilization data in its calculations. This addition increases the accuracy of the estimated wait time for an interaction. For more information, see Overview of Improved Estimated Wait Time in the Developer Center. 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, or Genesys Cloud CX 3.

Platform

API Explorer refresh

Genesys Cloud redesigned the API Explorer standalone app to combine it with the Developer Center’s existing API documentation in a single view. The new view displays one or more API resources in a format that enables developers to configure and execute the request. For more information, see API Explorer in the Developer Center. This feature has no restriction by user or required user to access.

Updated Genesys Knowledge Network

Genesys partners and customers can now experience the improved Genesys Knowledge Network (GKN), including a modern look and feel, enhanced personalization and interactions, and improved accessibility. Partners and customers can access Genesys Cloud CX fundamentals including Status, Roadmaps and Innovations, Release Notes, and the Product Ideas Lab, all from the new GKN. Visit the new Genesys Knowledge Network.