Genesys Cloud - September 6, 2023

Customer engagement

Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe

Genesys Cloud Voice customers in the US, Canada, and EMEA can now purchase DID and toll-free numbers in the following EMEA countries where Genesys Cloud Voice is available: Croatia, Cyprus, Czech Republic, Greece, Hungary, Israel, Romania, South Africa. Services are provided out of the US East (N. Virginia), US West (Oregon), Canada (Canada Central), EU (Frankfurt), EU (Ireland), and EU (London) regions. For more information, see Genesys Cloud Voice pricing, and Genesys Cloud Voice global coverage requirements and restrictions. This feature has no restriction by user or required user to access.

Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe

Genesys Cloud Voice customers in the US, Canada, and EMEA can now purchase DID and toll-free numbers in the following APAC countries where Genesys Cloud Voice is available: Australia, Hong Kong, Indonesia, Japan, New Zealand, Singapore, South Korea, Thailand. Services are provided out of the US East (N. Virginia), US West (Oregon), Canada (Canada Central), EU (Frankfurt), EU (Ireland), and EU (London) regions. For more information, see Genesys Cloud Voice pricing, and Genesys Cloud Voice global coverage requirements and restrictions. This feature has no restriction by user or required user to access.

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support

Genesys Cloud Dialog Engine Bot Flows, and Genesys Digital Bot Flows are now available for Japan Japanese (ja-JP). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Data, analytics, and reporting

WebRTC Media Helper in Analytics

Supervisors can now view which agents reject calls because of an inactive WebRTC Media Helper connection, when WebRTC Media Helper routes RTP streams outside the VDI infrastructure. This feature helps supervisors indicate that WebRTC Media Helper is required for certain users. For more information see, Agents Performance Summary view, Agents Performance Detail view, and Queues Agents Detail view. This feature has no restriction by user or required user to access.

Self service and automation

Architect zoom enhancement and legacy user interface toggle removal

Flow authors can now use the Architect zoom button to adjust the size of the task and state editor work areas. This feature enables flow authors to more easily zoom in and out of complex state and task editor configuration, and retains the specified zoom percentage until a flow author changes it. Also, on September 6, 2023, Genesys will remove the New Architect toggle, which allows users to switch between the old version and the new version. For more information, see Task and state editor overview, Architect modernized user interface, and About Architect. This feature has no restriction by user or required user to access.

Workforce engagement

WEM activity views in Genesys Cloud for Salesforce embedded client

Agents can now access schedules, evaluations, and standalone gamification features via WEM activity views. This feature enables agents to perform tasks in a single view instead of switching between Genesys Cloud and Salesforce. For more information, see WEM activity view in Genesys Cloud for Salesforce. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.

Telephony administrator user interface updates

Genesys Cloud updated the telephony administrator user interface. Updates include improvements to the Scheduling pages. These improvements increase visual and usage consistency with the rest of the Genesys Cloud Admin user interface. For more information, see Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages in the Genesys Community. This feature has no restriction by user or required user to access.

Deprecations and announcements

Search Audits APIs deprecation postponement

On May 10, 2023, Genesys announced that it would remove the Search Audits view, an independent Audit view for Documents on August 21, 2023. Genesys is working to migrate users off this API and has postponed the removal date. For more information, see Deprecation: Search Audits APIs. This feature has no restriction by user or required user to access.