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Genesys Cloud Release Notes | May 27 2024

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  • 1.  Genesys Cloud Release Notes | May 27 2024

    GENESYS
    Posted 18 days ago
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    View all groups permission

    Administrators can now use the new directory > privateGroup > view permission to allow users to see all groups, regardless of visibility rules. To enable a user to view all groups, administrators must add this permission to the user's role. This feature simplifies group management for administrators and offers a comprehensive view of all groups within the system.

    Additional details

    One of the following licenses:

    • All licenses include this feature.

    Read more:

    United Kingdom Genesys Cloud SMS users

    Beginning May 27, 2024, organizations must register newly purchased numbers before they can send outbound messages. In Genesys Cloud, new numbers display in pending status. After purchasing the numbers, administrators must send a request to Genesyscloudsms@genesys.com, receive and complete the registration form, and then return the registration form to Genesyscloudsms@genesys.com. Genesys in turn submits the information to the wireless carrier for approval. When the carrier approves the number, Genesys activates it for the organization to use.

    Interaction categories for interaction analysis

    Administrators can now use categories to detect agent and customer behavior based on what either participant says or types during certain portions and sequences of an interaction. This feature enables administrators and supervisors to gain more insight into the nature of conversations between customers and agents.

    Additional details

    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

    Read more:

    2024 Genesys CIDR expansion and firewall requirements notification

    Genesys purchased an additional /18 CIDR block of IP addresses for Genesys Cloud public-facing media services. These addresses supplement existing regions and cover growth in future regions. The new range is (136.245.64.0/18). Genesys also expanded the RTP port range and moved the Force TURN IP addresses to Genesys CIDR.

    Additional details
    File attachments via supported content profile

    Agents and users can now send any file type that is supported by Messenger configuration's supported content profile definition. Some file formats (image, audio, video, and pdf) are also displayed inline within Messenger.

    Additional details

    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

    Read more:

    Queue segmentation of canned responses

    Administrators can now assign canned response libraries to queues and limit the number of responses that appear on the interaction panel. During an interaction, agents can only view responses from libraries that belong to the queue to which they are logged on. This feature enables agents to quickly sort through canned responses, especially when the repository is large.

    Additional details

    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

    Read more:

    Re-use SMTP connections in outbound email

    Administrators can now reuse existing connections to SMTP servers to send outbound email. This feature reduces rate limits on the customer side and avoids failures.

    Additional details

    Where:

    • Admin > Integrations > Integrations > Custom SMTP Server integration > Configuration tab > Properties tab > Keep Connection Connected

    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

    Read more:

    Updated analytics event for top viewed articles in the Knowledge Performance dashboard

    Genesys implemented a new event, nKnowledgeDocumentViewed, to more accurately represent the top knowledge articles that customers view across all knowledge touchpoints. Previously, the event that drove top viewed articles was based on nKnowledgeDocumentSurfaced, which related to the search hits.

    Additional details

    Where:

    • Performance > Workspace > Knowledge Performance tab

    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
    • Genesys Cloud CX AI Experience

    Read more:

    Supervisor WEM dashboard

    Supervisors can now access a single, centralized, and prioritized view of the information needed to better manage their team and employees. This feature helps supervisors understand where their attention is needed most and then take relevant actions directly via widgets. Supervisors can also navigate to individual feature screens via embedded links for in-depth administration. The first set of widgets include Adherence, Coaching and Learning, and Gamification Performance.

    Additional details

    Where:

    • Activity > Overview

    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
    • Genesys Cloud EX

    Read more:


    #Interaction/ScreenRecording
    #SpeechandTextAnalytics

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    Tracy
    Genesys
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