Genesys Cloud - metrics tag

List of the Genesys Cloud release notes that include the metrics release notes tag.
July 6, 2022

Contact center

  • Introducing contact center work teams
  • Predictive routing queue detail report
  • External metrics for performance scorecards
  • Topics and sentiment metrics consolidation
  • Amazon Lex integration in Canada (Central) AWS region

Integrations

  • SMTP server integration email error notifications to agents

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June 22, 2022

Contact center

  • Reset and reassign development and feedback modules
  • Interaction evaluation form version tracking
  • Blocked offer views for Predictive Engagement journey action maps
  • Rich text formatting in bot messages
  • Interactions UI improvement
  • Intent miner Spanish language support
  • Web chat widget support for Google Fonts

Deprecations

  • Canned reports deprecation
  • API default profile change for gamification metrics

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May 25, 2022

Communicate

  • Use Genesys Cloud desktop app to run WebRTC Media Helper

Contact center

  • Agentless WhatsApp notifications
  • Define gamification profile metrics for media type and queue
  • Assessment data in agent development views
  • Additional customer information in Queues Activity Detail view

Platform

  • Developer tools refresh

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May 18, 2022

Contact center

  • Introducing AudioHook Monitor
  • Mandatory US and Canada SMS toll-free number verification
  • Retrieve estimated wait times for different media types in Architect flows
  • Use random functions in Architect decision actions
  • Parity in agent performance views with agent metrics reports
  • Export and import forecast in user-selected time zone for workforce management
  • Secure pause recordings when not a conversation participant in Conversations API

Platform

  • Enable automatic capture of console logs for troubleshooting

Deprecations

  • Agent interaction UI collapse/expand control removal

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May 4, 2022

Contact center

  • Workforce management agent schedule enhancements
  • Expanded inbound MMS support for SMS messages
  • Outbound MMS support for SMS messages
  • DNC.com integration for Do Not Contact lists enhancements
  • Performance report for queues with predictive routing
  • Ability to remove PII from voicemail and fax notifications

Integrations

  • Amazon EventBridge topics for conversation and flow metrics

Platform

  • API usage report
  • CX as Code support for Architect flows
  • Genesys Cloud fair use policy documentation improvement

Deprecations

  • Deprecation of workforce management time-off requests for non-consecutive days

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April 20, 2022

Contact center

  • Filter interaction transcripts by detected topics in Content Search view
  • Audit log viewer for workforce management time-off limits and time-off plans

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March 23, 2022

Contact center

  • Introducing analytics workspace
  • Average Hold Handled and ACW Handled columns in Performance views
  • Improved customer sentiment scoring
  • Workforce management import service enhancement
  • Configurable Messenger position for web messaging
  • Web messaging delivery status notifications
  • Campaign and campaign sequence schedule improvements

Platform

  • US East 2 (Ohio) region deployment

Deprecations

  • Agent interaction UI collapse/expand control removal

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March 9, 2022

Contact center

  • Introducing Architect built-in voicemail flow
  • Flow milestone views and flow outcomes and performance view updates
  • Scheduled Callbacks view improvements
  • Expanded workforce management audit log details
  • View the creation date and time of a schedule or forecast
  • Inspirational quotes replacement

Integrations

  • Maximum instances per organization for Amazon EventBridge integration

Deprecations

  • Horizontal script panel in agent interaction UI removal
  • Workforce management adherence permission change

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February 23, 2022

Platform

  • Genesys Cloud offer packaging and pricing changes
  • BYOC Cloud pricing model changes
  • Fair use voice transcription pricing changes

Contact center

  • Agent-owned callback requests and Scheduled Callbacks view
  • Skill matching for predictive routing
  • Dutch and Korean voice transcription view and search support

Deprecations

  • Architect Get Journey Sessions by customer action removal

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February 16, 2022

Contact center

  • Workforce management adherence reporting usability enhancements
  • Not Responding filter and columns in Interactions views

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February 2, 2022

Contact center

  • Limited PII masking in Performance views and exports
  • Access to agent management across divisions
  • Manually assign interactions across queues
  • Polish programs, topics, and phrases support

Deprecations

  • API endpoint change for supported topic spotting dialects

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January 19, 2022

Contact center

  • Redesigned roster in agent interaction UI
  • Performance views for Predictive Engagement action maps, segments, and outcomes
  • Set skills and interaction priority in Architect in-queue flows
  • Audit log viewer for workforce management time-off requests and shift trades

Integrations

  • Delete data actions support

Deprecations

  • Architect Get Journey Sessions by Customer action removal

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December 15, 2021

Communicate

  • Telephony terminology changes

Contact center

  • Send custom attributes with web messages
  • Agentless Notification API enhancement for SMS and open messaging
  • Analytics Detail Events for the EventBridge integration
  • Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

Integrations

  • Salesforce Omni-Channel chat routing in Genesys Cloud

Platform

  • CX as Code

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November 17, 2021

Contact center

  • Time-off enhancements for workforce management
  • Ensemble model and Theta method for workforce management automatic best method forecasting
  • Additional columns and filter in Queues Performance views
  • Additional recording and evaluation filters and columns in Interactions view
  • Development Aggregate API for development and feedback modules
  • Additional French sentiment analysis support
  • Screen recording download permission

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November 10, 2021

Contact center

  • Bot Performance views
  • Routing detail columns in Performance views
  • Open messaging API enhancements

Integrations

  • Add non-E.164 number to Other Phone field for collaboration integrations

Deprecations

  • Recording Service API metadata endpoint annotation deprecation

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November 3, 2021

Contact center

  • Monitor ongoing value of predictive routing
  • Sentiment analysis columns in Performance views
  • Additional development and feedback modules for agents

Deprecations

  • Collaborate call functionality on mobile devices deprecation

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October 6, 2021

Contact center

  • Introducing Google Cloud Dialogflow CX integration for call and message flows
  • Global slot enhancement in Genesys Dialog Engine Bot Flows
  • Filter by queues in My Queues Activity view
  • Improved voice transcription accuracy for Spanish language regions
  • Messaging file URL change

Platform

  • Control agent transfer ability based on division membership

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September 22, 2021

Contact center

  • Global barge-in configuration in Genesys Dialog Engine Bot Flows
  • Alerting column in Performance Dashboards and Queue Activity views

Platform

  • Automatically backfill roles with new permissions
  • Genesys Customer Care pairing

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September 8, 2021

Contact center

  • Channel switching in agent interaction UI
  • Agent escalation configuration in Genesys Cloud Dialog Engine Bot Flows
  • Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows
  • Filter interaction transcripts by customer sentiment score and trend in Content Search view
  • Audit log viewer for workforce management historical imports

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August 18, 2021

Contact center

  • Introducing knowledge workbench
  • Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
  • External tag filter for interactions in Performance views
  • Filter digital interactions by media type in Content Search view
  • Access workforce management in forecasting historical data via API

Platform

  • Proof Key for Code Exchange grant for OAuth 2 authorization

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June 23, 2021

Contact center

  • Introducing predictive routing
  • Agent development views for development and feedback modules and coaching appointments
  • Voice coaching API for call monitoring

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May 12, 2021

Contact center

  • Amazon Polly Neural TTS Voices support
  • Returned results count from Analytics API endpoint Elasticsearch queries
  • Spain Spanish, South African English, and Indian English programs, topics, and phrases support

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May 5, 2021

Communicate

  • Search for external contacts and organizations on mobile devices

Contact center

  • Topic manager and topic spotting support for queues and flows
  • Configurable messaging threading timeline
  • Export Architect flows in YAML format
  • External contacts bulk APIs for notes and relationships
  • Journey aggregate query API for non-offered action states

Deprecations

  • CIDR IP address range for cloud media services change completed

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April 28, 2021

Contact center

  • New columns in Interactions view
  • Coaching added to WEM Upgrade subscriptions

Deprecations

  • Coaching permissions change
  • Keyword spotting endpoints deprecation
  • CIDR IP address range for cloud media services change

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March 17, 2021

Platform

  • The Resource Center has a new look
  • Command-line interface for Genesys Cloud administration

Contact center

  • Scheduled Exports for Performance views
  • Adjust waiting interactions priority with Routing Conversations API

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