Workforce Engagement Management

 View Only

Discussion Thread View
  Thread closed by the administrator, not accepting new replies.

  • 1.  Genesys Cloud CX Release Notes - February 23rd 2022

    GENESYS
    Posted 02-23-2022 10:26
    No replies, thread closed.

    Platform

    Genesys Cloud offer packaging and pricing changes

    Genesys Cloud has enriched our existing platform offer bundles to achieve optimal business outcomes and adjusted our add-on bundles to provide organizations with a complete suite of workforce engagement and critical digital functionality. As part of the digital add-on bundle changes, Genesys Cloud User 1 Digital Upgrade II is now the only digital add-on offer. These packaging changes are effective starting February 23, 2022. Updated pricing applies to new contracts, renewals, and month-to-month customers. For more information, see Genesys Cloud CX FY 23 Offer Updates in Community, Genesys Cloud CX pricing, and About your subscription. This feature applies to Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade II, Genesys Cloud User 1 WEM Upgrade II, and Genesys Cloud User 2 WEM Upgrade I.

    BYOC Cloud pricing model changes

    On February 23, 2022, Genesys Cloud changed its BYOC Cloud pricing model from a per minute usage fee model to a fair use policy. For more information, see BYOC Cloud pricing. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

    Fair use voice transcription pricing changes

    On February 23, 2022, Genesys Cloud revised the voice transcription overage charges for customers who exceed their voice transcription allocation. For more information, see Fair use voice transcription charges. 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.

    Contact center

    Agent-owned callback requests and Scheduled Callbacks view

    Agents can now take full ownership of scheduled callbacks. If the agent who owns the callback is unavailable at the scheduled callback time, the callback waits for the agent to become available. Scheduled agent-owned callbacks now appear in the Scheduled Callbacks view, and supervisors can reschedule, reassign, or cancel them. For more information, see Schedule callbacks during a voice interaction, Callback and social expression channels in Create and configure queues, and Schedule Callbacks view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

    Skill matching for predictive routing

    Administrators can now turn skill matching on or off for individual queues that are configured to use predictive routing. Skill matching enables organizations to consider only agents with required skills in predictive routing decisions for inbound interactions. For more information, see Skill matching. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

    Dutch and Korean voice transcription view and search support

    Voice transcription view and search support is now available for Dutch (nl-NL) and Korean (ko-KR). For more information, see Genesys Cloud supported languages. 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.

    Deprecations

    Architect Get Journey Sessions by customer action removal

    On February 23, 2022, Genesys removed the Get Journey Sessions by Customer action in Architect. As a result, flow authors can achieve the same functionality by using a custom data action or an alternative data action. For more information, see Deprecation: Get Journey Sessions by ID action. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital II.


    #Genesys Cloud CX

    ------------------------------
    Tracy
    Genesys
    ------------------------------


  • 2.  RE: Genesys Cloud CX Release Notes - February 23rd 2022

    Posted 02-25-2022 10:01
    No replies, thread closed.
    Hey Tracy, Regarding some changes to the subscription packages, I wanted to confirm if voice transcription is now included for Gen 3 licenses. I've seen on our billing under voice qty we have set number of minutes. Is it now 6500 minutes per seat? 

    Hoping you can advise

    Many thanks

    ------------------------------
    Nitin Jadva
    Utility Warehouse Limited
    ------------------------------

    Original Message


  • 3.  RE: Genesys Cloud CX Release Notes - February 23rd 2022

    GENESYS
    Posted 02-25-2022 10:13
    No replies, thread closed.
    @Riya Kariath would you be able to help Nitin with their question, please?

    Many thanks ​

    ------------------------------
    Tracy
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Genesys Cloud CX Release Notes - February 23rd 2022

    GENESYS
    Posted 02-25-2022 10:31
    No replies, thread closed.
    Morning Nitin, 

    Voice Transcription was already included in Genesys Cloud 3 prior to the change, what changed was the fair use policy around transcribed minutes which is now 5000 minutes per named license and 6500 minutes per concurrent license. 

    Cheers

    ------------------------------
    Cameron Smith
    VP, Product Management - Workforce Engagement Management

    cameron.smith@genesys.com
    ------------------------------

    Original Message


  • 5.  RE: Genesys Cloud CX Release Notes - February 23rd 2022

    Posted 02-25-2022 11:40
    No replies, thread closed.
    Hey Cameron,

    Thanks for the response, nice allocation of free minutes to use, there isn't still a way to monitor how many minutes used however is there? Will make it tricky to monitor otherwise. Unless there are suggestions please. 

    Many thanks

    ------------------------------
    Nitin Jadva
    Utility Warehouse Limited
    ------------------------------

    Original Message


  • 6.  RE: Genesys Cloud CX Release Notes - February 23rd 2022

    GENESYS
    Posted 02-25-2022 13:46
    No replies, thread closed.
    Hi Nitin

    I checked with the team. We made some changes so you can, more info here: https://help.mypurecloud.com/articles/view-billing-usage-summary/

    Cheers
    Cam

    ------------------------------
    Cameron Smith
    VP, Product Management - Workforce Engagement Management

    cameron.smith@genesys.com
    ------------------------------

    Original Message


  • 7.  RE: Genesys Cloud CX Release Notes - February 23rd 2022

    Posted 03-06-2022 16:16
    No replies, thread closed.
    Hey Cameron, 

    Thanks for that, I can see we have it in the billing section however we have no way at all of seeing how many minutes that have been used so we're in a situation where we'll heavily under utilise this, or, incur a big bill by going over and we wont know until then how many actual minutes that have been used. 

    Any way around this or anything that can be built to measure this? 

    Thanks for your time Cameron, much appreciated.

    ------------------------------
    Nitin Jadva
    Utility Warehouse Limited
    ------------------------------

    Original Message


  • 8.  RE: Genesys Cloud CX Release Notes - February 23rd 2022

    Posted 04-27-2022 04:51
    No replies, thread closed.
    Hey Cameron, 

    I've noticed for the last couple of days the transcription minutes used part has not changed, wondering if there may be a bug. We're nearing the end of our usage amount and don't want to incur costs, so I've had to switch it off.

    Wondering if you may be able to kindly look into this please. 

    Many thanks

    @Cameron Smith​​

    ------------------------------
    Nitin Jadva - Product Manager
    Utility Warehouse Ltd
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources