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  • 1.  Genesys Cloud Weekly Release Notes - 4/1/2020

    Posted 04-01-2020 09:26
    No replies, thread closed.

    Contact center

    Log an agent out of PureCloud from agent views

    Contact center managers and supervisors can now log an agent out of PureCloud from various agent views. Supervisors may need to log an agent out of a view if the agent forgets to do so at the end of their shift. For more information, see Log an agent out of PureCloud. 

    Disassociate an agent from a station

    Several agent views and the Queues Activity Detail view now contain a new station column. Contact center managers and supervisors can view the station name associated with an agent from an icon in the station column. Managers can disassociate an agent from a station in these views, making the station available for another agent. For more information, see Disassociate an agent from a station. 

    Web chat widget support for accessibility

    An updated Version 2 web chat widget with advanced support for accessibility is now available. The support follows the W3C specifications for Web Content Accessibility Guidelines (WCAG) 2.1, Level AA. This feature enables developers to make web content more accessible to a wider range of users with disabilities, and to users in general. For more information, see Product Advisory: Widget version 2 – Accessibility Support WCAG 2.1 Level AA and Accessibility.

    Use * and # as terminating characters in Architect call flows

    Administrators and contact center managers can now use "*" and "#" as terminating characters or on their own in Collect Input actions for all call flow types. This enhancement allows the "*" and "#" to be saved as a variable and be used later in the call flows. For more information, see Collect Input action. 

    New fonts and font sizes in ACD email

    Agents can now compose emails using different fonts and font sizes. The default font is Helvetica. For more information, see Format text in an email message. 

    Platform

    Disable Collaborate chat

    Administrators can now disable the Collaborate chat feature for users across the organization. A new permission enables Collaborate chat for the Employee role for all organizations. If the organization uses other platforms for collaborative chat, administrators can remove this permission from the necessary roles. For more information, see Turn off Collaborate chat.

    Premium application purchase enhancements

    Premium applications are now available for purchase after a free trial. In addition, some premium applications are now available for purchase without a free trial.

    Deprecations

    TLS 1.0 protocol deprecation removal

    On April 1, 2020, Genesys ended support of the TLS 1.0 protocol for data actions. For more information, see Deprecation: TLS 1.0 for data actions.

    ACD routing permissions change postponement

    Genesys announced the ACD routing permissions change on February 19, 2020, with a March 25, 2020 change date. Genesys postponed the change date to April 1, 2020. It is now postponed to a later date (TBD). For more information, see ACD routing permissions change.


    #Roadmap/NewFeatures

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    Matt Lawson
    Genesys - Employees
    Manager, Online Communities
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  • 2.  RE: Genesys Cloud Weekly Release Notes - 4/1/2020

    Posted 04-01-2020 23:02
    No replies, thread closed.
    Hi. Question on the email font/font sizes releases. With the addition of these, is there also now a way to change the default settings? For example, I would like to have the default email font size be 10 rather than 12, but don't want the agents to have to change it each time.
    Please let me know if I need to just start a new thread. Thanks!

    ------------------------------
    Emily Kammerer
    Ascendium Education Group, Inc.
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    Original Message


  • 3.  RE: Genesys Cloud Weekly Release Notes - 4/1/2020

    Posted 04-02-2020 11:44
    No replies, thread closed.
    Note from another thread today:

    This issue [inability to use the arrow to add canned responses to email/chat] was inadvertently caused by the new email font feature. Thanks for alerting us. We have turned off the new email font feature and if your agents refresh they should be back in business.

    If anyone is interested in the latest on the email font feature, I'm making updates here: genesys.ideas.aha.io/ideas/CLINB-I-630

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
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    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Genesys Cloud Weekly Release Notes - 4/1/2020

    Posted 05-26-2020 08:24
    No replies, thread closed.
    Hello,
    Is there any solution to this? 
    For example, our agents use 'Calibri' and not 'Helvetica' and they have to change the font every time they answer an email, this is very time-consuming. Is there any way we can change the default font settings in PureCloud web or desktop client? 

    Thanks !

    ------------------------------
    Aakanksha Goyal
    Cloudoe BV
    ------------------------------

    Original Message


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