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  • 1.  Genesys Cloud CX Release Notes - 15th of February 2023

    Posted 02-15-2023 11:05
    No replies, thread closed.

    Contact center

    Status metrics for multiple queues on Performance Dashboards

    Contact center managers and supervisors can now view status metrics across multiple queues in one widget on their Performance Dashboards. This feature displays agent status metrics in real time across multiple queues in one widget and allows managers and supervisors to allocate resources efficiently. Previously, widgets displayed agents' status for only one queue at a time. For more information, see Add and edit Performance Dashboards. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud EX.

    Support for capitalization and punctuation in native voice transcription for English transcripts

    Genesys native voice transcription in English now adds capitalization, periods, question marks, and commas where applicable. This improvement enhances transcript readability and does not impact sentiment analysis, topic spotting, or content search performance. For more information, see Work with a voice transcript. This feature requires one of the following subscriptions: Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3. 

    Improved sentiment analysis for English

    Genesys Cloud updated its English sentiment analysis model. The updated model uses context from surrounding phrases to improve the detection rates of positive and negative sentiments. The use of context means that the same phrase in different interactions can have different scores. This update affects both sentiment scores and trends. For more information, see About sentiment analysis. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

    Knowledge workbench Dutch language support

    Knowledge workbench is now available for Dutch (nl-NL). For more information, see Genesys Cloud supported languages. 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 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

    Deprecations and announcements

    CIDR IP address range for cloud media services expansion postponement

    On October 19, 2022, Genesys announced the purchase of an additional CIDR IP address range for use in Genesys Cloud media services. The take affect date is now March 1, 2023. This change affects organizations that use Genesys Cloud Voice or BYOC Cloud and have a firewall policy in place to allow only traffic from certain IP ranges and restrict outbound connections from BYOC Cloud SBCs, Genesys Cloud clients, phones, and Edge devices. For more information about how to prepare for this expansion, see CIDR IP address range expansion for cloud media services. This feature has no restriction by user or required user to access.

    Canned reports deprecation date updates

    On June 22, 2022, Genesys Cloud announced the migration of canned reports to dynamic view exports. To allow for more time to achieve functional parity between canned reports and view exports, Genesys is modifying the deprecation plan. The deprecation notice includes updates to the deprecation dates for each report. For more information, see Deprecation: Canned reports. 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 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.


    #Roadmap/NewFeatures

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    Gabe Ladios
    Genesys - Employees
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  • 2.  RE: Genesys Cloud CX Release Notes - 15th of February 2023

    Posted 02-16-2023 08:32
    No replies, thread closed.

    For this update, "

    Status metrics for multiple queues on Performance Dashboards"

    we seem to be missing something or not understanding what this is and how to set it up.   When stating I'm seeing "widget on their Performance Dashboard" i immediately think Performance-> Workspace-> Dashboard.  I assume this is the correct place to go since widgets are only ever mentioned with dashboards.  We can't seem to configure to show "agent status metrics in real time across multiple queues".  TBH, I'm not sure exactly what this feature is attempting to do so that may be part of it.  Could someone explain step-by-step how to configure and what information it will show (maybe with an example?).  Thanks in advance.



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    Tom Magness
    Johnson & Johnson
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  • 3.  RE: Genesys Cloud CX Release Notes - 15th of February 2023

    Posted 02-16-2023 09:55
    No replies, thread closed.

    My interpretation was that on a dashboard instead of just viewing one queue and all of the metrics that you'd normally put on a dash for that queue, you can now add multiple queues. So that on one dashboard you can see everything at once- instead of having multiple dashboards for different queues. 



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    Dawn Weston
    AvalonBay Communities, Inc.
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    Original Message


  • 4.  RE: Genesys Cloud CX Release Notes - 15th of February 2023

    Posted 02-16-2023 14:14
    No replies, thread closed.

    Hi Tom,

    This feature removes the limitation on the Performance Dashboards, where only one queue was allowed as a filter, when creating the metric widget for monitoring agent status counts (ex: Offline agents count, Communicating count etc.). With this feature, multiple queues can be selected allowing the users to monitor any one of these metrics for multiple queues within one widget. When multiple queues are selected, only one metric per widget is allowed, which is same as the current behavior with other queue metrics. Please note that this feature is applicable only to the metric widget type and not to the other widget types.

    Thanks,



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    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
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    Original Message


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