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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.
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.
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.
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 These capabilities are superseded by functionality provided by Speech and Text Analytics.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.
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.
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.