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Developers can now use the Transcript URL API to retrieve acoustic analysis information about voice interactions such as percentages for agent, customer, silences, IVR, and overtalk. For more information, see Transcript URL in the Developer Center. This feature requires the following subscription: Genesys Cloud User 3.
On April 2, 2021, Genesys will implement the CIDR IP address range for cloud media services change as planned for the US West region only. On April 16, 2021, Genesys will implement the CIDR IP address range for cloud media services change for all other regions. Customers should check the Genesys Cloud system status page for updates and contact Customer Care if issues occur. For more information, see CIDR IP address range for cloud media services change.
Starting June 16, 2021, Genesys will use the Speech and Text Analytics service name to log audit events for changes to topics and programs, instead of the Topics Definitions service name. For more information, see Topics and programs audit events name change. This feature requires the following subscription: Genesys Cloud User 3.
On August 11, 2021, Genesys will replace the quality management audit endpoint (/api/v2/quality/conversations/{conversationId}/audits) with three new asynchronous endpoints to improve stability and scalability. For more information, see Quality Management Audit API change. This feature has no restriction by user or required user to access.
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