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  • 1.  Genesys Cloud CX Release Notes - August 23 2023

    Posted 08-23-2023 09:09
    No replies, thread closed.

    Data, analytics, and reporting

    Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese

    Extended voice transcription services support is now available for Cantonese (zh-HK), Mandarin (zh-CN), and Taiwanese (zh-TW). Extended voice transcription services incur an additional cost per minute. Register for EVTS through the Genesys AppFoundry. For more information, see Genesys Cloud supported languages and Configure voice transcription. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

    Real-time agent filtering and agent updates

    Administrators can now use real-time agent filtering to use queues when they select agents for the agent status widget in the dashboard. For more information, see Add and edit Performance Dashboards. This feature requires one of the following subscriptions: Genesys Cloud CX1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud EX.

    Self service and automation

    Nuance Mix integration support in Canada

    In alignment with Nuance, Genesys Cloud now supports the Nuance Mix integration in the Canada region. Administrators and contact center managers in Canada can now configure the Nuance Mix integration for their organizations. For more information, see About the Nuance Mix integration. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

    JSON variables and states in Architect bot flows and digital bot flows

    Flow authors can now use JSON to pass variables and states between Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows, in addition to call flows. Flow authors can use JSON variables anywhere in the flow; for example, a Communicate action, and they can also access period-separated data inside the JSON object. For more information, see JSON values in Architect. This feature requires no restriction by user or required user to access.


    #Roadmap/NewFeatures

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    Antwuan Rencher
    Genesys - Employees
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  • 2.  RE: Genesys Cloud CX Release Notes - August 23 2023

    Posted 08-23-2023 14:14
    No replies, thread closed.

    A question on the agent status widget update -

    Love the option to filter by queue instead of individual agents. However, I'm noticing that when filtering by queue and displaying as a table, it's sorting the agent status widget by time in status, whereas when filtering by agent, it sorts by agent name. Even if 'Show Time in Status' is not checked, it still sorts by that when the filter is a queue.  Is this by design? Is there a way to configure the sorting? For my org at least, sorting by agent name is preferred regardless of the filter choice.



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    Emily Kammerer
    Ascendium Education Solutions, Inc.
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    Original Message


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