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Genesys Cloud CX Release Notes - February 21 2024

  • 1.  Genesys Cloud CX Release Notes - February 21 2024

    Posted 02-21-2024 09:16

    Web messaging support in MEC1 (UAE) region

    Web messaging support is now available in the Middle East (UAE) (me-central-1) region.

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    Digital channels participant information update

    Genesys Cloud now updates the information in the participant name field for digital channels and for the Conversation and Analytics API for ACD and workflow participants. As a result, this change updates the interaction details timeline view for digital channels and the description of the ACD and workflow segments to display the new information.

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    Knowledge portal refreshed article search results

    The knowledge portal now features an enhanced view of search results. The article list displays the article title, the first line of the article, and the date of the last update. Customers who search the knowledge portal can more easily navigate to the article most suited to their needs and view additional information about the article before opening it.

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    Submit feedback in Genesys Tempo

    Agents can now submit feedback via a short three-question survey in the mobile app Genesys Tempo.

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    Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages

    Sentiment analysis support is now available for Chinese Cantonese (zh-HK), Chinese Mandarin (zh-CN), and Chinese Taiwan (zh-TW).

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    Notification API voice transcription number normalcy for English languages

    Developers who use the Notification API for voice transcription can now see normalized numbers and digits instead of the digits spelled into words. This feature applies only to English dialects and English India (en-IN).

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    Improved native voice transcription accuracy for French languages

    Genesys Cloud improved native voice transcription accuracy for French France (fr-FR) and French Canada (fr-CA).

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    Improved sentiment analysis for English languages

    Genesys Cloud improved English detection of negative and positive sentiments during sentiment analysis.

    Additional details


    Antwuan Rencher
    Genesys - Employees

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