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Genesys Cloud refreshed the weekly release notes view to provide a more intuitive, user-friendly experience. This redesign improves the ability to access the information that is most relevant to the organization and provides meaningful details that guide readers to key information contained within the user interface and linked articles. Readers can also click the labels below the content to view previous release notes that belong to the same categories and tags.
Administrators can now configure the Messenger launcher to remain visible even during page reloads and site navigation when triggered by business logic. This ensures uninterrupted access to ongoing messages for users.
Contact center managers and supervisors can now use the new Active Total Callback, which represents the cumulative calling activity duration for the call portions of the callback. Managers and supervisors can access the Active Total Callbacks column in the Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view. Handle time no longer incorporates time that is now classified as Active Total Callback, giving a more accurate picture of the agent’s overall handle time for a Callback. The interaction timeline view also reflects this new metric as a new segment in the agent’s Callback session.
Genesys Cloud improved native voice transcription accuracy for Dutch (nl-NL).
Administrators and analysts can now select up to 50 specific queues in which to perform topic mining.
Genesys Cloud enhanced the appearance of the message routing admin configuration menu. These improvements offer a more visually intuitive experience, ensure UX consistency, and enhance accessibility.
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