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Genesys Cloud Weekly Release Notes - 9/23/2020

  • 1.  Genesys Cloud Weekly Release Notes - 9/23/2020

    GENESYS
    Posted 09-23-2020 09:44

    Contact center

    Introducing sentiment analysis

    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

    Enhanced player on interaction detail page

    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

    Richer customer journey context for agents

    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).

    Business hours scheduling for Predictive Engagement web chats 

    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

    Change history log for Predictive Engagement

    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

    Configurable default prompts in Genesys Dialog Engine

    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.

    Integrations

    IP addresses for emails sent using the custom SMTP server integration

    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.

    Deprecations

    Export Media Types and Role real-time columns data into .csv files deprecation

    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.


    #Roadmap/NewFeatures

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    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
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  • 2.  RE: Genesys Cloud Weekly Release Notes - 9/23/2020

    Posted 09-23-2020 17:32
    Just checking whether this update would affect saved views?

    Since the update I no longer have permission to access several of my saved views...

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    Andrew Doller
    Aioi Nissay Dowa Insurance Australia Pty Ltd
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  • 3.  RE: Genesys Cloud Weekly Release Notes - 9/23/2020

    Posted 09-24-2020 02:29
    Seems to be a general issue. The views are there, but they no longer contain anything.

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    Kimmo Peltonen
    Advania Finland Oy
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  • 4.  RE: Genesys Cloud Weekly Release Notes - 9/23/2020

    GCAP Member
    Posted 09-24-2020 03:10
    Hi... yes I am seeing this in the EMEA region too. right at the bottom of the views it is reporting a permission is missing

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    Matt Calton
    Grove & Dean Ltd
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  • 5.  RE: Genesys Cloud Weekly Release Notes - 9/23/2020

    GENESYS
    Posted 09-24-2020 07:43
    Thank you for bringing this to our attention. The development team is looking into it right now.  I will update when I have additional information.

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    Darlene Oordt
    Sr. Director Product Management
    Genesys - Employees
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  • 6.  RE: Genesys Cloud Weekly Release Notes - 9/23/2020

    GENESYS
    Posted 09-24-2020 09:34
    Update - this is being tracked as an incident - if not already, please follow along on the status page:  https://status.mypurecloud.com/incidents/jh4kccv1jy3n

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    Darlene Oordt
    Sr. Director Product Management
    Genesys - Employees
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