Genesys Cloud – June 14, 2023

Communicate

BYOC Cloud TLS X.509 certificate renewal

On August 23, 2023, Genesys will renew the BYOC Cloud TLS X.509 certificates. Organizations that use a secure TLS trunk with BYOC Cloud do not need to take action if the DigiCert High Assurance EV Root CA was previously accepted. Administrators can confirm renewal via the procedure in TLS trunk transport protocol specification. This feature has no restriction by user or required user to access.

Contact Center

Drill down to dashboard performance views

Supervisors can now drill down to performance views from the dashboard’s real time metric widgets. This feature enables supervisors to access detailed information about the performance of the queue, agent, wrap-up code, flow, and flow outcome. For more information, see Add and edit Performance Dashboards. This feature has no restriction by user or required user to access.

Real time alerting based on agent’s after call work duration

Supervisors can now receive real time notifications when an agent spends more time in the after call work than a specified duration. This feature enables supervisors to keep track of the agent’s performance. For more information, see Create an alert rule. This feature has no restriction by user or required user to access.

Improved dashboard create and edit options

Genesys Cloud enhanced the analytics dashboards UI functionality to provide a more intuitive, consistent workflow. This feature enables administrators and supervisors to create and edit performance dashboards quickly and easily. For more information, see Add and Edit Performance Dashboards. This feature has no restriction by user or required user to access.

Show or hide top viewed articles in Support Center

Knowledge administrators can now enable or disable the list of most viewed articles in the Support Center. This feature enables administrators to have more granular control over which articles to display. For more information, see Display frequently asked questions, and About the support center. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital.

Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

Flow authors can now configure logic for a single Genesys Dialog Engine Bot Flow or a Genesys Digital Bot Flow in Architect and incorporate different languages. Flow authors can create, train, and test each language in the bot flow and the associated audio and text prompts. This feature enables flow authors to create one bot with multiple languages support. For more information, see Add a supported language to a flow, Add slot types and utterances to intents for supported languages in a flow, and Build customized output with the Communication Sequence Builder. This feature requires one of the following subscriptions: Genesys Cloud CX1, Genesys Cloud CX1 Digital Add-on II, Genesys Cloud CX2, Genesys Cloud CX2 Digital, Genesys Cloud 3, Genesys Cloud CX3 Digital, or Genesys Cloud CX AI Experience.

Platform

Resource Center improvements

The Genesys Cloud Resource Center has a new look and feel. Genesys updated the layout, color scheme, typography, and graphics to improve the overall usability and accessibility of the site. The redesigned Release Notes area makes it easier to find details about current and planned product updates. Existing help content remains in place, and all links and bookmarked pages continue to function normally. For more information, see Genesys Cloud Resource Center, Genesys Cloud Release Notes, and About the Resource Center. This feature has no restriction by user or required user to access.

Telephony Extensions now support Divisions

Administrators can now control extension categorization based on divisions. Divisions allow administrators to apply more granular permissions to a set of objects, giving them greater control over which users have access to view, edit, create, and delete these configuration objects. For more information, see About access control and Extension assignments. This feature has no restriction by user or required user to access.

Deprecations and announcements

Legacy alerting system deprecation

On September 27, 2023, Genesys Cloud will remove the legacy alerting system. On June 7, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system. For more information, see Deprecation: Legacy alerting system. This feature requires no additional licensing requirements.

External contact directory pages external organization logo removal

On August 16, Genesys will remove third-party organization logos from external contact directory pages. Organizations who use External Contacts will no longer see these placeholder logo images in the Organization list or the directory page for an Organization. The organization name still appears in the text. For more information, see Deprecation: External Organization Logo Removal from External Contact Directory pages. This feature requires no additional licensing requirements.

Notes:

Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, 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.
Some features may require an integration add-on.

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