Contact center
Quick replies for WhatsApp messaging
Administrators and contact center managers can now add quick replies to bot conversations for WhatsApp Messenger. Quick replies facilitate bot conversations by enhancing the customer experience and quickly resolving problems. For more information, see Work with quick replies in bot conversations. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.
Custom gamification profiles
Administrators and contact center managers can now create custom gamification profiles to measure the performance of select group of agents. This feature enables administrators to define the set of metrics and objectives that are relevant for a subset of agents in the contact center who share performance targets. For example, administrators can create different custom profiles for the organization’s technical support agents vs. escalation call agents. For more information see About gamification. This feature requires the following subscription: Genesys Cloud User 3.
Workforce Engagement Management add on subscription expansion of functionality and billing change
The Workforce Engagement Management (WEM) add on subscription now includes all WEM functionality from Genesys Cloud, including speech and text analytics, gamification, and development and feedback modules. Subscription billing is now based on the number of administrators and agents that use the add on WEM features. Previously, billing was based on when participate permissions were added for users. For more information, see Add Workforce Engagement Management to your subscription. This feature requires one of the following subscriptions: Genesys Cloud User 1 WEM Upgrade II or Genesys Cloud User 2 WEM Upgrade I.
Communicate
EMEA numbers available for Genesys Cloud Voice US and Canada
Genesys Cloud Voice customers in the US and Canada can now purchase DID and toll-free numbers in EMEA countries where Genesys Cloud Voice is available. Services are provided out of the US East (N. Virginia), US West (Oregon), and Canada (Canada Central) regions. For more information, see Number purchase and inbound usage charges in US dollars, Number purchase and inbound usage charges in Canadian dollars, Purchase toll-free numbers, and Purchase DID numbers. This feature has no restriction by user or required user to access.
Integrations
Introducing the Amazon EventBridge integration
Amazon EventBridge is an event bus service that connects an organization’s applications and sends real-time data to the intended sources. EventBridge takes events that Genesys Cloud sends, and provides meaningful data through the subscriptions that the customer sets up. Developers can use the Amazon EventBridge integration to transport Genesys Cloud events in real time, to be routed, processed, and stored in the target of choice. For more information, see About the Amazon EventBridge integration. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Introducing the Nuance Mix integration for voice and digital flows
Administrators and contact center managers can now use the Nuance Mix integration in Architect call, email, and message flows. integration to Nuance Mix Dialog bot functionality for processing before returning intents and slots to Architect. For more information, see About the Nuance Mix integration. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, or Genesys Cloud User 1 Digital Upgrade II.
Deprecations
Agent interaction UI collapse/expand control removal
On March 23, 2022, Genesys will remove the collapse and expand controls in the agent interaction UI. As a result, the agent interaction UI will always appear full width when an agent selects the Interactions icon on the side bar. Select any application from the top bar to hide the agent interaction UI. Click the corresponding icon from the sidebar to unhide it. For more information, see Deprecation: Removal of collapse/expand control to enforce full width agent interaction UI. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital I, Genesys Cloud User 1 Digital II, or Genesys Cloud User 2 Digital I.
Horizontal script panel in agent interaction UI removal
On March 9, 2022, Genesys will remove the horizontal script panel in the agent interaction UI. As a result, any script that currently appears in the horizontal panel will appear in the vertical panel to the right of the agent interaction UI. For more information, see Deprecation: Removal of the horizontal script panel. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital I, Genesys Cloud User 1 Digital II, or Genesys Cloud User 2 Digital I.
Workforce management historical data import service JSON format endpoint deprecation
On December 22, 2021, Genesys deprecated and removed the JSON format endpoint for uploading historical data into workforce management forecasting (/api/v2/uploads/workforcemanagement/historicaldata/json) for use within Genesys Cloud, through the recently deprecated Genesys Cloud for WEM solution on PureConnect. 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.
