Contact center

Single customer view powered by identity resolution available in select regions

Agents can now use single customer view, powered by identity resolution, to follow a contact’s story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact’s journey with your organization across these channels: web messaging, inbound calls, web chat, agent-initiated interactions, agentless notifications, and third-party messaging. Single customer view is not division-aware and enables agents to merge a contact’s new channel information with existing records. This feature is currently available in select regions. For more information about availability, see Region Roll out of Single Customer View Powered by Identity Resolution in the Genesys Community. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Predictive Engagement outcome value configuration and reporting

Predictive Engagement administrators can now associate a value with an outcome achievement. Contact center supervisors and managers can view the value count and the outcome achievement in Predictive Engagement reporting. This feature also includes updates to the Predictive Engagement outcome configuration UI to improve the user experience and an amended layout to provide a more streamlined outcome configuration process. For more information, see Manage outcomes, Journey Action Maps Summary view, Journey Segments Summary view, and Journey Outcomes Summary view. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Extended voice transcription services

Administrators can now use extended voice transcription services, which use a third-party transcription engine, to extend the capabilities and languages available for transcription to Genesys Cloud organizations. Initially, only US English and Japanese transcription will be available. Extended voice transcription services incur an additional cost per minute. For more information, see Configure voice transcription. 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.

Agent status widget improvements

Contact center managers and supervisors can now choose to hide offline agents in the agent status widget on a Performance Dashboard. Managers and supervisors can also choose to hide the amount of time agents have been in a status. For more information, see Add and edit Performance Dashboards. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Web messaging image copy and paste

Customers who use Genesys Messenger can now attach inbound images to their messaging conversation with their device’s copy and paste function. This feature enables customers to immediately attach images such as screen shots and eliminates the need to save and then manually select a locally saved image file. For more information, see Web messaging overview. This feature requires one of the following subscriptions: Genesys Cloud 2, Genesys Cloud 3, or Genesys Cloud User 1 Digital Upgrade II.

Extend Bot Connecter PostUtterance response timeout

Flow authors can now request to extend the timeout duration to up to 60 seconds in outer limits for the Bot Connector PostUtterance timeout. Currently, the default timeout is 11 seconds. To request an extension, customers can contact Genesys Cloud Customer Care. For more information, see Limits in the Genesys Cloud Developer Center. This feature requires one of the following subscriptions: Genesys Cloud 2, Genesys Cloud 3, or Genesys Cloud User 1 Digital Upgrade II.

Platform

Process automation triggers

Administrators can now use triggers in the API in Genesys Cloud to set reactions to specific events. Triggers expand automation options and capabilities within Genesys Cloud and eliminate the need for outside custom development. A future release will allow administrators to set triggers from the UI. For more information, see Trigger Outcomes in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.