Contact Center

Specify a default panel for agent interactions

Administrators can now specify a default contextual panel per channel for agent interactions. An administrator-selected default panel presents the most relevant information first and enables agents to quickly respond to customers. Previously, the Interactions panel displayed the Profile panel by default. For more information, see Specify default panels for agent interactions and Navigate the Interactions panel. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Conversation autostart for mobile platforms

Developers can now configure messaging on mobile platforms to start conversations automatically. The Conversation Autostart feature enables bots to immediately greet customers without waiting for an inbound message. For more information, see Conversation Autostart in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital. 

Extended voice transcription services text decoration support

Genesys extended voice transcription services (EVTS) now supports text decorations within transcriptions. Administrators can view punctuation and capitalization that the EVTS transcription engine includes in generated transcripts. For more information, see 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.

Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages

Extended voice transcription services support is now available for French Canada (fr-CA), French France (fr-FR), Swedish Sweden (sv-SE), Danish Denmark (da-DK), Finnish Finland (fi-FI), and Norwegian Norway (nb-NO). Extended voice transcription services incur an additional cost per minute. 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.

Improved voice transcription accuracy for Japanese

Genesys Cloud improved voice transcription accuracy for Japanese (ja-JP). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.

Historical adherence bulk request

Developers can use the new historical adherence bulk request API to query agent schedule adherence and conformance history. The new API allows developers to make fewer and more efficient requests for historical agent schedule adherence. For more information, see Querying For Historical Adherence in the Developer Center. 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 and announcements

End of Analytics Conversation Detail Endpoint API query interval change allowlist

On September 9, 2020, Genesys announced a change for the Analytics Conversation Detail Endpoint (/api/v2/analytics/conversations/details/query) to take effect December 16, 2020. After the take effect date, Genesys allowed some organizations to continue to use the endpoint for data beyond 558 days. This exception ends March 1, 2023. For more information, see Analytics Conversation Detail Endpoint API query interval change. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

#Genesys Cloud CX
#SpeechandTextAnalytics

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