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Outbound administrators can now run preview campaigns with agent-owned records. This feature ensures that agents see only the records assigned to them. For more information, see Agent-owned records for preview campaigns overview. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
The default value for the minimum confidence required for a word to appear in the Transcript tab is now 40 instead of 60. A lower number results in more words appearing in the Transcript tab and a better overall customer experience. For more information, see Speech and text analytics settings and Default word confidence change in speech and text analytics settings. This feature requires the following subscription: Genesys Cloud User 3.
Administrators and contact center managers can now choose whether to include or exclude abandons in service level calculations. This enhancement enables managers and supervisors to gain more insight on queue performance. For more information, see Configure the service level calculation. This feature requires the following subscription: Genesys Cloud User 1.
Developers can now access the partial availability time stamp through the Analytics API, allowing them to look up the data lake availability date and time. For more information, see /api/v2/analytics/conversations/details/jobs/availability in Analytics in the Developer Center. This feature requires the following subscription: Genesys Cloud User 1.
When an agent switches between multiple interactions, the right-hand panel now reflects the interaction tab in focus. Previously, the right-hand panel defaulted to the External Contact Profile tab when the agent clicked another interaction. Now, the External Contact Profile tab is auto-selected only after the agent first accepts an interaction. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
The Genesys Cloud Release Notes now include the subscription(s), if required, for each feature. This enhancement makes it easier for customers to learn the features available to their organization and what is needed to access those features. For more information, see About your subscription. This feature has no restriction by user or required user to access.
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.