Communicate

Genesys Cloud Voice in Belgium and Finland

Genesys Cloud Voice, the 100% cloud-based solution using Genesys Telecom for phone service, is now available in Belgium and Finland. Services are provided out of the AWS EU (Ireland) region. For more information, see About Genesys Cloud Voice.

Contact center

Architect collection values enhancement

Architect now includes the ability to use expression functions to add, remove, and update items within collections. This enhancement makes it easier for administrators and contact center managers to manipulate collection values within Architect flows. For more information, see Modify collection values. 

Agent script auto-save

Genesys Cloud now periodically auto-saves agent scripts. This feature reduces the risk of script designers losing changes they make while creating or editing a script. For more information, see Create a script and Edit a script.

Service level calculation enhancement

Administrators can now choose to include flow-outs in service level calculations. Previously, service level calculations could include only interactions that agents answered or customers abandoned. This enhancement allows managers and supervisors to gain more insight on queue performance. For more information, see Configure the service level calculation.