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The new sentiment analysis feature enables contact center supervisors to understand a customer's attitude during an audio interaction, based on the language used. Genesys Cloud performs sentiment analysis on the transcript generated from the audio interaction. The collected knowledge provides valuable data about customer experiences, product and service reputation, and agent competency. For more information, see About sentiment analysis.
Interaction overview, the player on the interaction detail page, is now updated for speech and text analytics features. Interaction overview incorporates numerous features that enable supervisors and agents to play back and listen to an interaction, and enables supervisors to discover unusual interaction dynamics, underlying issues with products and services, customer sentiment, and agent productivity. For more information, see About the interaction overview.
Agents can now see a complete view of a customer's web activity with your company, including their previous interactions as well as their current web visit. Agents can see in real-time when customers are assigned to segments, their progress toward achieving your business outcomes, and what they search for on your website. For more information, see Customer journey (Genesys Cloud).
Administrators can now define scheduled business hours to Predictive Engagement web chats to ensure that chats are only offered when agents are available. The Action Map Performance report now includes a count of web chats offered outside business hours. For more information, see Schedule groups.
Administrators can now see the change history (create, update, delete) of Predictive Engagement segments, outcomes, and clickstream settings in the audit log viewer. For more information, see About the audit log viewer.
Administrators and contact center managers now have additional functionality to configure bot default prompts in Genesys Dialog Engine. This feature allows users to customize bot default prompts to align with the rest of their bot. For more information, see Configuring your bot.
Administrators can now retrieve and allow outbound email IP addresses for customers using the custom SMTP server integration. For more information, see About the custom SMTP server integration for outbound emails and Domains and IP addresses in Ports and services to configure on your company firewall.
On December 22, 2020, Genesys will remove the ability to export the Media Types and Role real-time columns data into .csv files in the Agent Performance Views. For more information, see Deprecation: Export Media Types and Role real-time columns data into .csv files.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.