Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Messages and Media columns in Analytics Performance views
Supervisors and administrators can now use the Messages and Media columns in Analytics Performance views, including Agents Interactions Detail, Campaign Interactions Detail, Interactions, My Interactions, and Queues Interactions Detail. These columns display the total inbound and outbound counts for all message exchanges between end-customers and agents. This enhancement provides greater visibility into customer interactions across channels.
Where
Performance > Workspace > Contact Center > Interactions.
Performance > Workspace > My Performance > My Interactions.
Performance > Workspace > Contact Center > Agent Performance, click agent, and then Interactions tab.
Click Performance > Workspace > Contact Center > Campaign Performance, click campaign, and then Interactions tab.
Performance > Workspace > Contact Center > Queue Performance, click queue, and then Interactions tab.
Genesys Cloud now enhances the /api/v2/analytics/transcripts/aggregates/query endpoint to allow supervisors and analysts to filter results by category ID. This enhancement provides more precise and targeted analytics based on user-defined categories. With this enhancement, supervisors and analysts gain greater flexibility and granularity when analyzing customer interactions, unlocking deeper insights through speech and text analytics.
Where
Performance > Workspace > Speech and Text Analytics > Topic Trends
Performance > Workspace > Speech and Text Analytics > Agent Topics
Performance > Workspace > Speech and Text Analytics > Flow Topics
Performance > Workspace > Speech and Text Analytics > Queue Topics
Administrators can now configure process automation to trigger workflows based on speech and text analytics results, including specific topics, sentiment scores, or empathy indicators. This enhancement helps organizations take timely action after calls, such as initiating alerts or follow-up processes when certain conditions are detected in a conversation.
Genesys Cloud users can now create links to video sessions within Genesys Cloud group chat rooms. Also, users can share these links with other users or include them in calendar invites, making it easy to join video meetings directly from Genesys Cloud. When users click the link, for example, from Outlook, the web application starts. Future enhancements include support for launching the native desktop application.
Administrators can now configure Genesys Cloud Background Assistant (GCBA) to communicate with the Genesys Cloud web application through Microsoft Native Messaging enabled by a Microsoft Edge browser extension. This option helps organizations meet regulatory security requirements by reducing the need to use self-signed certificates and provides a secure method for capturing agent screen recordings.
Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.