Workforce Engagement Management

Transfer APIs and associated permissions

Genesys Cloud now includes new transfer APIs with associated permissions. With these new permissions, administrators can now configure a user's ability to perform the following actions: consult transfer, consult transfer to agent, consult transfer to queue, consult transfer to external contact, and blind transfer. For more information, see API explorer. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Client Credential Flow (CCF) authentication support for SMTP integrations

SMTP integrations now support Client Credential Flow (CCF) authentication for OAuth 2.0. This support ensures that a password is no longer mandatory when you opt for the CCF authentication type for OAuth 2.0 during an SMTP integration set up. For more information, see Configure and activate the custom SMTP server integration. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Support for multiple external email participants

A Genesys Cloud email interaction that contains more than one external participant now generates a unique participant ID for each participant on the conversation. When a new external participant is added to the email, that new external participant does not share the participant information with the previous external participant. This update is reflected across the platform, including the agent's roster and conversation timeline. For more information, see About ACD emails. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Architect Flow Insights toggle for bot and digital bot flows

Flow authors can currently use the new Flow Insights toggle in Architect to view the frequency of executed actions as an overlay in bot flows and digital bot flows. This feature enables flow authors, administrators, and contact center managers to gain insights into an action's frequency, which facilitates easier optimization of their voice or digital bot flow by identifying actions that require attention. For more information, see Use Flow Insights to view the frequency of executed bot flow actions. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Improved accuracy of Irish street names in English native voice transcription

Genesys Cloud improved native voice transcription accuracy for Irish street names in English dialects. For more information, see Genesys Cloud supported languages. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Update agent preferred name via public API

Administrators can now use the public API to update agent preferred name in Person Details. This update streamlines the enablement and workflow of automation. For more information, see Users API. This feature has no restriction by user or required user to access.

Asia Pacific satellite region deployment

Genesys Cloud deployment now includes the Asia Pacific (Singapore) (ap-southeast-1) satellite region. This addition enhances WebRTC media communications in the region by hosting TURN servers with IP addresses in the satellite region. For more information, see Use the TURN Behavior feature. This feature has no restriction by user or required user to access.

Search for a knowledge base article by ID in Architect

Flow authors can now use the new Find KnowledgeBaseDocument by ID function in Architect for Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows to look up a knowledge base article by ID number. This feature reduces memory utilization and eliminates the need for flow authors to manually build out switch statements within the flow to search by literal assignment. For more information, see Find KnowledgeBaseDocument by ID function. This feature has no restriction by user or required user to access.

Support for disputed evaluations on gamification metrics scorecards

Supervisors and agents now experience real-time updates on agent gamification scorecards when an agent's dispute of a completed quality management evaluation score is resolved. Once a dispute is resolved, any subsequent change in gamification points appears on agent gamification scorecards. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.