Contact center
Additional learning and coaching permissions for supervisor and administrator roles
Genesys Cloud added learning and coaching permissions to the supervisor, quality administrator, and performance administrator roles. The added permissions increase the capacity of these roles, enabling supervisors and administrators to contribute to employee development wherever needed. Supervisors and quality administrators now have all current and future learning assignment capabilities. Performance administrators now have all current and future coaching capabilities, with full Admin rights across all coaching and learning. For more information, see About development and feedback modules and About coaching. This feature 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.
Inline images in canned responses
Genesys Cloud now provides an image asset library for use with canned responses. Customers can upload their images into Genesys Cloud, where the images will be stored and hosted. Administrators and contact center managers can include images in canned responses, pulled from the asset library. Alternatively, they can provide the URL to an image hosted elsewhere. For more information, see Add an image to a canned response and Create an image library for canned responses. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.
Ability to disable call analysis and answering machine detection
Administrators can now choose to disable all call analysis after a call connects, or just disable answering machine detection. This feature detects busy carrier announcements, tones, and faxes, and accurately prevents roughly two-thirds of voicemail/answering machines from going to live voice response action. For more information, see Create a call analysis response and Edit a call analysis response. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Email, message, and chat transcript enhancements
The Transcript tab on the interaction details page now contains transcripts of digital interactions (email, message, or chat) between customers and agents. When analyzed by text analytics, digital transcripts now also contain sentiment and topics information. For more information, see About digital transcripts. This feature has no restriction by user or required user to access.
Configure workforce management activities as interruptible for coaching
Administrators and contact center managers can now mark specific workforce management activities as interruptible for coaching. For more information, see Schedule an appointment in a workforce management environment in Schedule a coaching appointment, Add an activity code, and Configure activity codes. This feature 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.
Communicate
Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)
Agents that use Genesys Cloud Voice and work remotely can now specify their remote address as their emergency address. This feature is in compliance with Ray Baum’s Act, regulatory requirements to ensure that a dispatchable location is sent along with 911 calls to dispatch centers. For more information, see Set your Emergency Address when working remotely and Does Genesys Cloud support Ray Baum’s Act? This feature has no restriction by user or required user to access.
Deprecations
Website visitor count API change
On June 15, 2022, Genesys Cloud will replace the API that Predictive Engagement uses to track visits to customer websites. Due to this change, the sessionCount variable replaces the visitCount variable. For more information, see Deprecation: Website visitor count API change. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.
Workforce management adherence permission change
As previously announced, Genesys is changing the permission requirement for adherence notifications. When the change occurs, Genesys Cloud automatically adds the new permission, Workforce Management > Adherence > Notify, to any role that contains the Workforce Management > Agent Schedule > View permission. Agent roles must contain the new permission to receive and view adherence notifications. To ensure that agents have the appropriate permissions for their relevant work areas, administrators must confirm that the agent roles are updated by April 27, 2022. 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.
