September 8, 2021

Contact center

Channel switching in agent interaction UI 

Agents can now easily switch from one interaction channel (voice, email, web chat, messaging) to another while engaging with a customer. The new channel appears grouped with the other channels that the agent is currently handling with that customer. This feature significantly improves the agent and customer experience by allowing a conversation to continue seamlessly, using the most appropriate channel for the situation. For more information, see Switch channels for an interaction. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.

Agent escalation configuration in Genesys Cloud Dialog Engine Bot Flows

Administrators and contact center managers can now configure a default agent escalation setting in Architect using Dialog Engine Bot Flows. This feature enables administrators to control whether callers can reach an agent through the bot. For more information, see Set default event handling behavior. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows

Administrators and contact center managers can now use the Architect Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows. This feature enables administrators to search for details about a person or find a specific organization from the External Contacts database. For more information, see Get External Contact action and Get External Organization action. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Filter interaction transcripts by customer sentiment score and trend in Content Search view

Contact center managers can now filter interaction transcripts by overall customer sentiment score and customer sentiment trend in the Content Search view, to pinpoint interactions where customers had positive or negative experiences. Columns for these two fields are now included in the view. For more information, see Content Search view. This feature requires the following subscription: Genesys Cloud User 3.

Audit log viewer for workforce management historical imports

Contact center managers and supervisors can now use the existing Genesys Cloud auditing service to see details about uploaded, processed, or purged historical imports. These details include who created or changed the historical import, the actions taken, and the date the changes occurred. For more information, see View workforce management details in the audit log viewer. 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.