New Genesys Cloud CX Features: May Edition




Communicate


Introducing hybrid telephony connections

A new set of hybrid telephony connection features enable telephony administrators to combine any or all of the Genesys Cloud supported telephony connections. For example, customers that use BYOC Premises can now add Genesys Cloud Voice or BYOC Cloud to their organization to leverage additional cloud services or aid in migration from premises to cloud services. Customers that use Genesys Cloud Voice or BYOC Cloud and need local Edge devices for regulatory or connectivity purposes can now add BYOC Premises and local Edges to their organization. For more information, see About hybrid media. This feature has no restriction by user or required user to access.



Contact center

Workforce management agent schedule enhancements

Agents can now view and manage their full schedule from the Agent activity view. Schedule management features visually and functionally align with other features in the Agent activity view, including performance, shift trades, time-off requests, calendar link, and the new Exceptions view. These enhancements provide a more cohesive agent experience across web and mobile applications. Agents can still access their schedule from the Performance menu. For more information, see Agent activity overview, My Schedule view, and About workforce management for agents. 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 1.

Expanded inbound MMS support for SMS messages

Genesys Cloud now supports inbound MMS on MMS-capable SMS toll-tree numbers and short codes. This feature enables agents to receive and view .jpg, .png, and .gif media in the agent user interface for all SMS number types. For more information, see MMS overview. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Outbound MMS support for SMS messages

Genesys Cloud now supports outbound MMS on MMS-capable SMS long code numbers, toll-free numbers, and short codes. This feature enables agents to send .jpg, .png, and .gif media from the agent user interface for all SMS number types. Genesys Cloud also added an Outbound Media column to four Performance views. For more information, see MMS overview, Interactions view, Queues Performance Summary view, Queues Performance Detail view, and Agents Queues Detail view. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.


DNC.com for Do Not Contact lists enhancements

Customers with a DNC.com subscription can now take advantage of feature enhancements. Administrators can now prohibit calls to a phone number on state or regional holidays. Administrators can also enable call restrictions to place calls only during the lawful time of day. In addition, administrators can specify a DNC scrub campaign ID to provide more granularity in compliance settings. For more information, see Use DNC scrubbing provided by Contact Center Compliance Corporation. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Performance report for queues with predictive routing

Administrators can now monitor the performance of queues that use predictive routing. A performance report enables administrators to view the difference to KPI that predictive routing offers compared with a baseline routing method. For more information, see View performance of queues with predictive routing. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Ability to remove PII from voicemail and fax notifications

Administrators can now choose to remove personally identifiable information (PII) from email notifications for group ring voicemails and non-ACD voicemails and faxes for Communicate users. For more information, see View your security and compliance settings and Configure a group phone number. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Communicate.


Enhanced customer journey view for Predictive Engagement administrators

Genesys Cloud updated the look and feel of the customer journey view for Predictive Engagement administrators, available from the Live Now page. For familiarity and consistency, the administrator customer journey view now resembles the agent customer journey view. The page displays the details of a customer visit to any of the tracked web pages. For more information, see Customer summary (admin view). This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.


Ability to provide feedback to sentiment analysis in French dialects

Administrators and contact center managers can now provide feedback on specific phrases marked with positive, negative, or neutral sentiment in France French (fr-FR) and Canadian French (fr-CA). This feature helps with training and enhances the organization’s specific sentiment analysis capability. The entered phrases are dialect-specific and can be defined as positive, negative, or neutral. For more information, see Work with sentiment analysis. This feature requires the following subscription: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.


Shrinkage Reporting API for workforce management

Developers can now use the Shrinkage Reporting API to aggregate historical adherence and schedule data for capacity planning and scheduled staffing requirements. The data provides a comparison of the planned and actual agent activities that caused the agent to move away from the agent’s primary responsibilities. The data can also help administrators to refine staffing requirements and the agent’s schedule. 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.


Integrations


Amazon EventBridge topics for conversation and flow metrics

The Amazon EventBridge integration now includes topics to stream conversation and flow metrics directly into applications. For more information, see Available topics in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Communicate.


Platform


API usage report

Contact center managers can now use the API usage report to track their organization’s API requests, including the number of requests, types of requests, and which clients make the requests. The report also includes new graphs to display API responses by status code. This information helps managers determine which clients make the most API requests, which requests are most frequent, and which requests are most prone to error or rate limiting. For more information, see API usage report. This feature has no restriction by user or required user to access.


CX as Code support for Architect flows

CX as Code now supports Architect flows as a configuration resource. For more information, see CX as Code in the Developer Center. This feature has no restriction by user or required user to access.


Genesys Cloud fair use policy documentation improvement

The Genesys Cloud Resource Center now contains a consolidated fair use policy article, as a “one stop shop” for all Genesys Cloud fair use policies, including BYOC Cloud, data storage, basic routing/IVR, API on demand, and voice transcription. This article incorporates all content from previous fair use policy articles into a cohesive and unified format. Fair use allocation information appears in sortable/searchable tables organized by product feature, license tier, and license type, and includes overage charge details and example scenarios. For more information, see Genesys Cloud fair use policy.


Deprecations

Deprecation of workforce management time-off requests for non-consecutive days

On May 4, 2022, Genesys removed the ability for agents to submit requests for non-consecutive days. For up to 60 days prior to the HRIS integration feature releases, agents must submit multiple time-off requests to account for non-consecutive days in the same date range. For more information, see Deprecation: Non-consecutive time-off requests. 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.






Let's talk about your projects / needs

+1 877.743.8474

  • LinkedIn
  • Twitter
  • Facebook
  • YouTube

© i3vision 2020