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Telephony administrators can now use the Genesys Cloud desktop app as a client for the WebRTC Media Helper when deployed with specific configuration options. The WebRTC Media Helper enables customers to use Genesys Cloud and WebRTC phones in a Virtual Desktop Infrastructure (VDI) environment by routing media streams outside the VDI infrastructure. For more information, see About WebRTC Media Helper. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Communicate.
Administrators can now send WhatsApp notifications without involving an agent. This feature enables administrators to send WhatsApp notifications from back-end systems through Genesys Cloud APIs, based on triggered events. Administrators can also send WhatsApp notifications from an Architect flow or a script using a data action. For more information, see Agentless WhatsApp notifications. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.
Performance managers can now create a metric associated with a specific media type, queue, or both when creating or editing a gamification profile. This feature enables managers to set objectives for agents with varied goals based on the media type and queues for interactions. For more information, see Configure gamification profile metrics. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.
Agent development views now include assessment data. Contact center managers, supervisors, and agents can now see a pass or fail status and the assessment scores associated with each agent. For more information, see Agent Development Detail view, Agent Development Summary view, and My Development view. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.
Contact managers and supervisors can now see customer emails and phone numbers in the Waiting and Interacting tables in the Queues Activity Detail view, when applicable. For more information, see Queues Activity Detail view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Genesys Cloud refreshed several developer tools and added them to the recently updated Developer Center. New developer tools include application inspector, screen share, and web chat and web messaging. A new, interactive callbacks guide embeds the API Explorer resources directly in the guide. Deprecation and removal of the existing legacy developer tools will be announced separately in the future. For more information, see Application Inspector, Screen Share, Web chat/messaging, and Callbacks Guide in the Developer Center. This feature has no restriction by user or required user to access.
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.