Contact center

Voice interaction coaching and monitoring

Contact center managers and supervisors can now coach (talk to) as well as monitor (listen to) an agent during live voice interactions between the customer and agent in the interaction detail view. While coaching, the agent can hear the administrator or supervisor, but the customer cannot. For more information, see Work with an interaction overview and Monitor and coach in-progress interactions. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Data actions as a voice campaign pre-call or post-call rule action 

Administrators can now use a data action as a voice campaign pre-call or post-call (wrap-up) rule action and configure these data actions for a specific integration. For more information, see Use a rule to evaluate information from a data action and Create a custom action for integrations. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Automatic bot responses

Bot authors can now use predefined canned responses to let customers know their message was received. These predefined, automated replies establish immediate customer contact and help set expectations. For more information, see About canned responses and Get Response action. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Assign flow outcome within divisions

The access control feature now includes the ability to categorize flow outcome objects in division assignment. 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 Access control configuration objects. This feature has no restriction by user or required user to access.

Sentiment score metric added to Transcripts Aggregate API

Developers can now use the Transcripts Aggregate endpoint API to retrieve aggregate sentiment score information on all interaction types. For more information, see Transcripts Aggregate query in the Developer Center. This feature requires the following subscription: Genesys Cloud User 3.

Polish voice transcription support

Voice transcription support is now available for Polish (pl-PL). For more information, see Genesys Cloud supported languages. This feature requires the following subscription: Genesys Cloud User 3.

Deprecations

Workforce management adherence permission change

On January 12, 2022, Genesys will change the permission requirement for adherence notifications. Agent roles must now include the new permission, Workforce Management > Adherence > Notify, to receive and view adherence notifications. Genesys Cloud will automatically add the new permission to any role that contains the Workforce Management > Agent Schedule > View permission. For more information, see Workforce management adherence notifications permissions change. This permission 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.

API endpoint change for supported topic spotting dialects

Genesys announced on September 1, 2021 that it will replace the endpoint used to retrieve the supported topic spotting dialects list on December 8, 2021. Genesys has postponed the effective date to February 2, 2022. For more information, see API endpoint change for supported topic spotting dialects. This feature requires the following subscription: Genesys Cloud User 3.