September 22, 2021

Contact center

Global barge-in configuration in Genesys Dialog Engine Bot Flows

Administrators and contact center managers can now configure a global barge-in setting within Genesys Dialog Engine Bot Flows. This feature enables customers to barge-in or interrupt the bot during a bot response instead of waiting for the bot to finish. For more information, see Set up user input for a bot flow and Barge-in options. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Alerting column in Performance Dashboards and Queues Activity views

Contact center managers and supervisors can now access an Alerting column in Performance Dashboards and in the Queue Activity Detail and Summary views. The Alerting column represents the number of alerting interactions for a queue, broken down by media type. For more information, see Add and edit Performance Dashboards, Queues Activity Detail view, and Queues Activity Summary view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3. 

Platform

Automatically backfill roles with new permissions

Administrators and contact center managers can now choose to direct Genesys Cloud to assign permissions automatically for new features as they become available. Alternatively, they can choose to assign these permissions manually as they deem appropriate within their organization’s structure. For more information, see Automatically backfill roles with new permissions. This feature has no restriction by user or required user to access.

Genesys Customer Care pairing

Administrators can now proactively pair their Genesys Cloud service with Genesys Customer Care. This step speeds up access to support services and gives Genesys agents access to your site configuration in advance of the support session. For more information, see Pair your organization with Genesys Customer Care. This feature has no restriction by user or required user to access.