Genesys Cloud - September 7, 2022

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Communicate

BYOC Cloud TLS X.509 certificate renewal

On September 7, 2022, 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

Queue administration user interface improvements

The Queues administration page now includes improvements to better align with industry trends and the latest technology. These improvements include updated icons for better visual alignment and menu structure arrangement. Agent-facing views remain unchanged. Future releases may contain additional enhancements to this page to improve user experience and keep pace with industry best practices. For more information, see Create and configure queues. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Detected Topics gamification metric

Performance managers and supervisors can now use the new gamification Detected Topics metric type to gauge performance based on content of the interaction. This metric provides the percentage of interactions analyzed for topic spotting and includes data about whether the agent has spoken or referenced selected topics. For more information, see Configure gamification profile metrics. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.

Set Content Template action type added to digital rules for outbound digital campaigns

Outbound administrators can now use a new Set Content Template pre-contact digital rule action to change the campaign template for a contact when the campaign determines that the rule condition is true. The new digital rule action allows administrators to run a single campaign with one contact list and use the rule to update the content template for contacts meeting defined conditions. For more information, see Configure digital rule actions in Configure rule actions. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Platform

Google Fonts API usage change for GDPR compliance 

Genesys Cloud applications no longer use the Google Fonts API. The use of the Google Fonts API may violate the GDPR because the Google Fonts API may transfer client IP addresses to Google without authorization. As part of compliance efforts, Genesys Cloud made the necessary adjustments to discontinue using the Google Fonts API with no change to functionality. For more information, see Genesys Cloud and GDPR compliance. This feature has no restriction by user or required user to access.