Contact center

Cards for bot conversations

The new cards feature for bot conversations provides a more sophisticated description of products and services by introducing images, titles, body texts, and optional referrals to external websites. This feature allows end customers to quickly understand available options and make selections by enhancing the customer’s automated experience and more expediently resolving problems. For more information, see Work with cards in bot conversations and Channel and bot capabilities feature comparison. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Carousels for bot conversations

The new carousel feature for bot conversations provides the ability to present a series of cards that customers can scroll through. This feature allows organizations to present a sophisticated set of options to select from, using cards to present a title, images, and a list of buttons to select from. Carousels present an enhanced and engaging experience for customers to view options and make selections. For more information, see Work with carousels in bot conversations and Channel and bot capabilities feature comparison. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Manually assign waiting interactions 

Contact center managers and supervisors can now manually assign waiting interactions to an agent or to themselves from the Interactions view in the Performance menu. Managers can filter, view details, and assign waiting interactions from the Interactions view. For more information, see Interactions view.  This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Routing metrics added to Queue Agent Detail and Agents Queues Detail views

Contact center managers and supervisors can now view routing information in the Queue Agent Detail and Agents Queues Details views. New columns include data about the number and percentage of interactions that request a specific type of routing and the number and percentage of interactions that use a specific type of routing. Managers and supervisors can use this routing information to understand the various routing details used to deliver interactions into a queue. For more information, see Queue Agent Detail view and Agents Queues Detail view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Interactions views fax column and filter

The Interactions views now include a fax column and the ability to filter for conversations that contain faxes. The new column and filter allows users to find interactions with faxes more quickly. For more information, see, Interactions view, Agent Interactions Detail view, Queues Interactions Details view, and My Interactions view. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Microsoft Azure Cognitive Services text-to-speech (TTS) integration

Microsoft Azure Cognitive Services text-to-speech integration (TTS) is now available from Genesys AppFoundry. This integration, along with Genesys’s other third-party TTS offerings, expands language options and enables customers to select the most appropriate TTS voice for their organization. In addition, Architect can now integrate with the Microsoft Azure Cognitive Services TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines and Install the Microsoft Azure Cognitive Services TTS integration. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Platform

Improved user activity indicators

Genesys Cloud now includes more consistent and detailed user activity indicators. Activity indicators now provide counts and icons for digital interactions, such as messaging and email. Activity indicators also now combine ACD and non-ACD call counts and use the same icon for both types of calls. Performance views and dashboards continue to provide separate counts for ACD and non-ACD calls. For more information, see Presence, status, and activity indicators overview and Agent presence, status, and activity indicators. This feature has no restriction by user or required user to access.

Genesys Cloud subscription name updates

Over the next few months, the Genesys Cloud Resource Center will update subscription names for consistency and alignment across Genesys. Starting September 28, 2022, the updated subscription names will appear in the Genesys Cloud Release Notes. The subscription name updates will be available in other Resource Center locations in future releases. For more information about the name changes, see Subscription Name Updates in the Genesys Community.

Deprecations

API default profile change for gamification metrics postponement

Genesys announced on June 22, 2022 that it will remove obsolete and duplicate gamification APIs on September 28, 2022 and replace them with new APIs that include the gamification profile ID when retrieving or adding metrics. Genesys removed the following APIs on September 28, 2022: GET /api/v2/gamification/metrics and POST /api/v2/gamification/metrics. Genesys postponed the removal date of the remaining APIs to a future release. For more information, see API default profile change for gamification metrics. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.