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  • 1.  Genesys Cloud CX Release Notes - 12 July 2023

    Posted 07-12-2023 09:45
    No replies, thread closed.

    Contact Center

    Architect user interface refresh

    Architect has a new look and feel. Improvements to the user interface enhance the functionality and provide a more visually intuitive experience. The interface is compatible with all types of user backgrounds and contains foundational changes that set the stage for future improvements. Existing functionality remains unchanged, and navigation to favorite menus, toolbox, and panel locations remains the same. The New Architect toggle in the user interface that allows users to switch between the old version and the new version is available until August 12, 2023. Rolling changes to Resource Center article images will occur over the next several months. For more information, see Architect modernized user interface and About Architect. This feature has no restriction by user or required user to access.

    Configure new conditional group routing method

    Contact center administrators can now route interactions via the new conditional group routing (CGR) routing method. Administrators can use CGR to dynamically expand the target pool of agents by including agents shared between different queues. This routing methods helps contact center managers manage the load of queues during peak times. CGR borrows shared agents from different queues but does not compromise the queue KPIs. Contact center managers and supervisors can view CGR data in the Routing Rule column. For more information, see Conditional group routing overview and the Available Columns section in the Interactions view article. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital

    Touchpoint variations for knowledge workbench articles

    Knowledge authors can now use touchpoint variations on individual knowledge base articles to customize content in an article for bots, Agent Assist, Support Center, and the Knowledge App for Messenger. This feature enables authors to tailor the knowledge experience depending on how the customer receives the information, whether they connect with an agent or opt for self-service. For more information, see Touchpoint variations overview, and Add a touchpoint variation to a knowledge base article. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

    Platform

    Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

    Genesys Cloud CX deployments in AWS US-East-2 are now FedRAMP Authorized at the Moderate Impact Level. The Federal Risk and Authorization Management Program (FedRAMP) provides a standardized approach to security authorizations for Cloud Service Offerings. For more information, see FedRAMP compliance. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II,  Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.


    #Roadmap/NewFeatures

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    Gabe Ladios
    Genesys - Employees
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  • 2.  RE: Genesys Cloud CX Release Notes - 12 July 2023

    Posted 07-12-2023 10:22
    No replies, thread closed.

    Interesting stuff!

    I have two comments / questions concerning the new Conditional Group Routing functionality...

    1. Reading the documentation, it appears to be very similar to Bullseye routing, except the decision is made "up front" to expand the pool, rather than in real time as the call ages. Is that fair?
    2. We all know the controversies and debates that surround Bullseye and WFM. Will this feature spark similar discussion / debate / recommendations from Genesys?


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    Paul Simpson
    Eventus Solutions Group
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