Contact center

Predictive routing benefit assessment for preferred agent routing

Contact center managers and administrators can now implement a predictive routing benefit assessment on queues that use preferred agent routing. Previously, managers and administrators could apply a benefit assessment only to queues with standard or bullseye routing. The benefit assessment provides insight into the potential benefit of predictive routing before administrators decide to enable it for a queue. For more information, see Predictive routing benefit assessment. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Destination address dimension in the conversation detail record

The conversation detail record now contains the destination addresses of the transfer or consult for sessions that route via a blind or consult transfer. This destination address information is available through the Analytics Details API. For more information, see Conversation Data Model in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Workforce management UI accessibility improvements

Genesys cloud updated the workforce management user interface to improve accessibility. Updates include highlighting objects that have focus and enabling more keyboard functionality. These changes do not impact the workflow of the UI. For more information, see About workforce management. 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. 

Deprecations

API default profile change for gamification metrics

With the launch of custom gamification profiles in December 2021, Genesys introduced new APIs that include the gamification profile ID when retrieving or adding metrics. On October 26, 2022, Genesys removed the older, obsolete gamification APIs. For more information, see API default profile change for gamification metrics. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.