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  • 1.  Genesys Cloud Weekly Release Notes - 6/23/2021

    Posted 06-23-2021 09:10
    No replies, thread closed.

    Contact center

    Introducing predictive routing

    The new predictive routing feature enables administrators to use machine learning to optimize a key performance indicator (KPI), such as average handle time, on a selected queue. Predictive routing matches each interaction with the available agent best able to handle it. Predictive routing is available in AppFoundry and billable following a free trial. For more information, see About predictive routing. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

    Agent development views for development and feedback modules and coaching appointments

    Contact center supervisors can now use the new Agent Development Summary view and the Agent Development Detail view to assign development and feedback modules and schedule coaching appointments for agents. Agents can use the new My Development view to display their assigned development and feedback modules, and their scheduled coaching appointments. For more information, see Agent Development Summary view, Agent Development Detail 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.

    Voice coaching API for call monitoring

    Contact center managers, supervisors, and other users with the Conversation>Call>Monitoring permission can now use the voice coaching API to coach, or whisper, to agents and other users when they speak to customers. Only the agent hears the coaching session and the session is not recorded as part of the conversation. This feature assists managers with coaching during a call, and is separate from the coaching appointment feature that creates a coaching package post-call. For more information, see /api/v2/conversations/calls/{conversationId}/participants/{participantId}/coach in Conversations in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.


    #Roadmap/NewFeatures

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------


  • 2.  RE: Genesys Cloud Weekly Release Notes - 6/23/2021

    Posted 06-23-2021 10:04
    No replies, thread closed.
    Hi Matt and all the Community, I have multiple Org in EMEA (.ie and .de) and I see that the Admin-->Queue view has changed, but unfortunately it seems that something goes wrong: the new Predictive Routing Evaluation column header is not visible, so there is no way to activate the new feature.
    Is it the same also for other customers?

    regards,
    Matteo

    ------------------------------
    Matteo Paratici
    NTT Data Italia S.p.A.
    ------------------------------



  • 3.  RE: Genesys Cloud Weekly Release Notes - 6/23/2021

    Posted 06-23-2021 11:01
    No replies, thread closed.
    Hey Matteo!

    The release notes specify that "This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3." If you have one of those subscriptions and don't see this option, I would reach out to support. 

    Cheers,

    Matt

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------

    Original Message


  • 4.  RE: Genesys Cloud Weekly Release Notes - 6/23/2021

    Posted 06-23-2021 21:06
    No replies, thread closed.

    Hi All,

    Just wanted to tag onto this conversation - it appears since this release in the Queues Activity Detail view then under the View more information about an agent's activity that the Queue name field is now randomly showing the 'Queue' as the Architect In-Queue Call Flow name instead of the Queue name.

    For example (using a modified picture from the Resource Center):

    The 'Queue' should be showing 'Billing' - however now it's showing the flow name e.g. 'Default In Queue flow' on some voice Queues. 


    We'll be logging a ticket as this appears to be a bug - just curious if anyone else has noticed?

    Cheers,
    Jeff.



    ------------------------------
    Jeff
    ------------------------------



  • 5.  RE: Genesys Cloud Weekly Release Notes - 6/23/2021

    Posted 06-24-2021 04:10
    No replies, thread closed.
    Hi Matt,

    I have a question regarding Voice coaching API for call monitoring, tried to test this API for in progress interaction but got 501 Not Implemented
    I used the ID of the internal participant (agent) as participantId
    Also checked my permissions and I have required permissions assigned (Conversation>Call>Monitor and Conversation>Call>coach)

    Below is the full response body:

    {
    "message": "This endpoint is not yet implemented,",
    "code": "not.implemented",
    "status": 501,
    "details": [],
    "errors": []
    }

    Could you please advise? Am I missing something?

    Thanks,

    ------------------------------
    Andrea Garaj
    Star Telecom
    ------------------------------



  • 6.  RE: Genesys Cloud Weekly Release Notes - 6/23/2021

    Posted 06-24-2021 07:52
    No replies, thread closed.
    Hey Andrea,

    The best advice that I can offer is this: https://developer.genesys.cloud/api/rest/v2/conversations/#post-api-v2-conversations-calls--conversationId--participants--participantId--coach 

    And I don't think that is very helpful. We have a community just fo Genesys Cloud Developers and questions about API calls are what they specialize in. I hate sending you somewhere else, but checkout that community: https://developer.genesys.cloud/forum/

    Cheers!

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------

    Original Message


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