Contact center
New columns in Interactions view
Contact center managers and supervisors can now see new columns in the Interactions view. The new Error Code column displays the name of the error, and the new Error Count column displays the number of errors for the interaction. Four new Outbound columns display additional information for an interaction: Campaign Start, Time to Flow, Time to Agent, and Campaign Caller Name. For more information, see Interactions view. This feature requires one of the following subscriptions: Genesys Cloud User 1 or Genesys Cloud User 2.
Coaching added to WEM Upgrade subscriptions
WEM Add On Upgrade subscriptions now include coaching. For more information, see Add Workforce Engagement Management to your subscription. This feature requires one of the following subscriptions: Genesys Cloud 1 WEM Upgrade 2 or Genesys Cloud 2 WEM Upgrade 1.
Deprecations
Coaching permissions change
On April 28, 2021, the additional permission requirement for Genesys Cloud users to support more flexible agent coaching and development configurations went into effect. To participate in coaching appointments, users must be assigned the coaching participate permission. The coaching participate permission is now automatically added to the PureCloud User role for all Genesys Cloud User 3 users. For more information, see Deprecation: Coaching permissions change. This feature requires the following subscription: Genesys Cloud User 3.
Keyword spotting endpoints deprecation
On April 28, 2021, Genesys will remove keyword spotting API endpoints that are non-functional and were not officially released for general availability. These capabilities are superseded by functionality provided by Speech and Text Analytics. For more information, see Deprecation: Keyword spotting endpoints.
CIDR IP address range for cloud media services change
On April 30, 2021, Genesys will implement the CIDR IP address range for cloud media services change for Canada (Central), EU (Frankfurt), EU (Dublin), Asia Pacific (Sydney), and Asia Pacific (Tokyo). Customers should check the Genesys Cloud system status page for updates and contact Customer Care if issues occur. For more information, see CIDR IP address range for cloud media services change. Customers who have not implemented the firewall rules should contact their network administrator immediately to avoid service disruption.
#Roadmap/NewFeatures------------------------------
Matt Lawson
Genesys Community Manager
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