Platform

Help panel enhancement

The Help panel now provides easier access to Resource Center content. To display context-sensitive help for a Genesys Cloud product page, click the Help button in the lower left corner of that page. For more information, see About the Resource Center.

Callback metrics in the Analytics API

Developers can now access callback metrics in the Genesys Cloud Analytics API. A future release will add callback metrics to the Genesys Cloud user interface. For more information, see Analytics in the Developer Center.

Contact center

Scripts with web chat

Script designers can now create scripts for agents to use with web chat interactions. For more information, see Manage script properties and Use scripts.

Queues Performance view export

Users can now download a CSV file with the same filtered data that they see in the Queues Performance view. For more information, see Export view data.