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Genesys Cloud Release Notes - June 10th, 2020

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  • 1.  Genesys Cloud Release Notes - June 10th, 2020

    GENESYS
    Posted 06-10-2020 09:58
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    Communicate

    PureCloud Voice in London

    PureCloud Voice, the 100% cloud-based solution using Genesys Telecom for phone service, is now available in London. Services are provided out of the AWS EU (London) (eu-west-2) region. For more information, see About PureCloud Voice

    Contact center

    New columns in Queues views, Skills view, DNIS views, and Performance Dashboards

    Contact center managers and supervisors can now view additional metrics for Queues views, Skills Performance view, DNIS Performance views, and Performance Dashboards. The new metrics include minimum and maximum times for abandon, wait, talk, hold, and ACW; the counts for Met SLA and Over SLA; new metrics for short abandon, and more. For more information, see Queues views overviewSkills Performance viewDNIS Performance view, and Performance Dashboards overview.

    New filters in Skills and DNIS views

    Contact center managers and supervisors now have additional filters for viewing interactions in Skills Performance view and DNIS Performance views. The new filters include User ID (Skills) and Initial Direction (DNIS). For more information, see Skills Performance view, DNIS Performance view, and DNIS Performance Detail view.

    New columns in Interactions view

    Contact center managers and supervisors can now view additional metrics for Interactions view, Agents Interactions view, and Queues Interactions view. The new metrics include the disconnect type for the conversation, the email subject for email interactions, the provider for the interaction, whether the interaction was monitored, total time to abandon, and more. For more information, see Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view.

    New filters in Interactions view

    Contact center managers and supervisors now have additional filters for viewing interactions in Interactions view, Agents Interactions view, and Queues Interactions view. The new filters include Provider, Time to Abandon, Monitored, Remote party, Flow-out Type, and Answered. For more information, see Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view.

    Platform

    New dimensions and metric in Analytics API

    The Analytics API now includes three new dimensions and a new metric. The remote, provider, and flowOutType dimensions allow developers to query remote party data, such as name, phone number, and email address; request the name of the source provider; and query for the type of flow out from a queue, for example, a flow-out type of voicemail if transferring to voicemail. The tShortAbandon metric is a subset of tAbandon with a duration under the short abandon threshold. For more information, see Analytics: New dimensions and metric in the PureCloud Developer Forum.

    Use a single grant type across regions for secure authentication

    Developers can now use a single Code Authorization or Implicit grant type in all AWS regions with their secure authentication implementation. This change is retroactive to all previously created Code Authorization or Implicit grant types. For more information, see Create an OAuth client

    Journey JavaScript SDK enhancement for refined tracking and segmentation

    The Journey JavaScript SDK for Predictive Engagement (Altocloud) now includes methods that enable developers to track when and where a user clicks a webpage, and when a user becomes idle. For more information, see autoTrackClick and autoTrackIdle in the Journey JavaScript SDK.

    Journey JavaScript SDK enhancement for web actions

    The Journey JavaScript SDK for Predictive Engagement now includes Events methods that enable developers to send web action data directly to external reporting tools. This enhancement allows for complex reporting and analysis without the need for a backend integration. For more information, see Use Events methods with web actions in the Journey JavaScript SDK. 


    #Roadmap/NewFeatures

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    Matt Lawson
    Genesys - Employees
    Manager, Online Communities
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