Genesys Cloud - September 14, 2022

Collaborate

Video chat participant notifications

Genesys Cloud now provides notifications when participants join and leave video chats. This feature updates the chat roster when the participants in a video chat change. For more information, see Start a video chat. This feature requires the following subscription: Collaborate.

Contact center

Introducing the Knowledge Performance dashboard

The Knowledge Performance dashboard provides administrators with an overview of customer activity on the organization’s website, including customer interactions with bots or agents and how effectively customers obtain information through self-service experiences. For more information, see Knowledge Performance dashboard [Draft]. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

My Interactions view for agents

Agents can now use the new My Interactions view to see only the interactions to which they successfully connected. This view allows agents to view their interactions and related metrics without seeing other interactions. For more information, see My Interactions View. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Communicate.

Genesys Messenger conversation auto-start

Administrators can now enable web messaging to proactively send outbound greeting messages from flows and bots to customers without waiting for the customer to start the conversation. This feature allows the customer to expand Genesys Messenger, receive an outbound message, and continue the conversation automatically. For more information, see Configure Messenger. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Audience size estimator for action maps in Predictive Engagement

Predictive Engagement administrators can now view audience size estimates that qualify for an action map based on outcome probability thresholds. Administrators can use the estimates to refine or extend audience targeting and identify 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, or Genesys Cloud User 1 Digital Upgrade II.

Test regular expression slot types before implementation

Bot authors can now test regular expressions when they create regular expression slot types before publishing a bot flow. The Test Utterance field in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows enables bot authors to create a sample utterance, test the utterance, and then create regular expressions that highlight any matches to the utterance text. This feature eliminates the need to use third-party tools to create and test expressions, and also provides insight about how best to use these expressions in their bot flows. For more information, see Test a regular expression slot type and Use custom regular expression slot types in a bot flow. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Nuance Mix integration in Architect secure flows

The Nuance Mix integration is now PCI DDS-compliant and available for use in Architect secure flows. Administrators can use the integration to call Nuance Mix bots in Architect secure flows. For more information, see About the Nuance Mix integration. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Amazon Lex V2 bots in Architect secure flows

The Amazon Lex V2 integration is now PCI DDS-compliant and available for use in Architect secure flows. Administrators can use the integration to call Amazon Lex V2 bots in Architect secure flows. For more information, see About the Amazon Lex V2 integration. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Google Cloud Dialogflow CX bots in Architect secure flows

The Google Cloud Dialogflow CX integration is now PCI DDS-compliant and available for use in Architect secure flows. Administrators can use the integration to call Google Cloud Dialogflow CX bots in Architect secure flows. For more information, see About the Google Cloud Dialogflow CX integration. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Nuance TTS integration in Architect secure flows

The Nuance Text-to-Speech integration is now PCI DDS-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 User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Genesys Enhanced TTS in Architect secure flows

The Genesys Enhanced Text-to-Speech engine is now PCI DDS-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 User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

988 Suicide Hotline number plan available with Genesys Cloud

Genesys Cloud now supports 988 direct dialing to the Suicide and Crisis Lifeline for organizations that have not altered their Number Plans. This feature will be available for all organizations in a future release. For more information, see Genesys Cloud support of the 988 Suicide and Crisis Lifeline. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Genesys Messenger support for Portuguese

Genesys Messenger support is now available for Portugal Portuguese (pt-PT). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Intent miner French language support

Intent miner is now available for French (fr-FR) and French Canadian (fr-CA). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.