Contact center

Introducing knowledge workbench

Knowledge workbench enables knowledge authors to create and manage knowledge, optimize knowledge for search results, and leverage the knowledge in Dialog Engine Bot Flows to surface matching results to customer questions. Knowledge workbench also returns reporting data and helps knowledge authors provide supervised learning to improve knowledge search results. For more information, see About the knowledge workbench. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows

Administrators and contact center managers can now build knowledge bots within Architect using Dialog Engine Bot Flows. This feature enables administrators to create FAQ bots that answer informational questions submitted by customers. For more information, see Add knowledge to your bot flow. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

External tag filter for interactions in Performance views

Administrators and contact center managers can now attach an external tag to interactions to filter and search for interactions. Set external tags in Architect voice, email, and message flows, and then identify interactions with those tags using the new External Tag filter in Performance views. For more information, see Set External Tag action, Interactions view, Agent Interactions Detail view, Queues Interactions Detail view, and Scheduled Callbacks view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Filter digital interactions by media type in Content Search view

Contact center managers and agents can now filter digital interactions by media type in the Content Search view. For more information, see Content Search view. This feature requires the following subscription: Genesys Cloud User 3.

Access workforce management in forecasting historical data via API

Administrators and contact center managers can now access the workforce management forecasting historical data import using the Historical Data API. This enhancement improves the ability for planners to build forecasts and schedules in workforce management before waiting to collect native Genesys Cloud historical data. For more information, see the Historical data import section in About workforce management in the Resource Center and Importing Historical Data in the Developer Center. 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.

Platform

Proof Key for Code Exchange grant for OAuth 2 authorization

Genesys now supports the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. The PKCE grant helps public clients mitigate the threat of authorization code interception. Developers can enable their organization’s OAuth clients to use the PKCE grant by sending the appropriate parameters in the authorization request. For more information, see Authorization in the Developer Center. This feature has no restriction by user or required user to access.