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  • 1.  Genesys Cloud Release Notes - April 8th, 2020

    Posted 04-08-2020 14:05
    No replies, thread closed.

    Contact center

    Introducing Architect workflows and Architect flow actions for Predictive Engagement

    Customers can now streamline business processes using Predictive Engagement (formerly Altocloud) to create in-house and third-party integrations. Administrators create workflows in Architect, and Predictive Engagement administrators use Architect flow actions to configure action maps to integrate with third-party systems. For more information, see Work with workflows, About Architect flow actions, and About Architect.

    Salesforce lead creation and campaign association with Predictive Engagement

    The new Predictive Engagement integration with Salesforce provides predefined PureCloud data actions and an example Architect workflow. Administrators can build an action map that uses the Architect flow action along with these data actions and workflow to create leads and assign campaign attributions in Salesforce when qualified users arrive on the customer's website. A predefined script allows agents to view and update leads in Salesforce. For more information, see Salesforce lead creation and campaign attribution and How agents access and use the Salesforce Lead Generation script.

    Add digital channels to subscriptions

    Customers can now add digital channels to their PureCloud subscription. Genesys offers add-ons to gain access to digital channels, such as chat, email, SMS, and messaging, that are included in higher PureCloud subscription tiers. For more information, see Add a bundle of digital channels to your subscription. 

    Reset an agent's routing score after presence changes

    Administrators can now specify that all queue routing methods use changes in an agent's presence to reset the ACD routing score. This feature helps to ensure that available agents receive interactions in the appropriate order. For more information, see Reset an agent's routing score after presence changes.

    Scheduled Callbacks view permissions change

    An additional permission is now required to access the Scheduled Callbacks view. The UI > Supervisor Scheduled Callbacks > View permission has been added for all users that already have the Analytics > Conversation detail > Query permission. Administrators may need to update custom roles for this new permission. For more information, see Scheduled Callbacks view.

    Deprecations

    ACD routing permissions change

    On April 8, 2020, the ACD routing permissions change went into effect. 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 Release Notes - April 8th, 2020

    Posted 04-10-2020 08:11
    No replies, thread closed.
    The ACD routing permissions change breaks the ability to transfer a call that came into a queue to a business user.

    Conversation > Call > Accept is required by the receiving party in order for them to be selectable in the list of users you would like to transfer to. It doesn't require you to me a member of the queue, just have a permission that requires a PureCloud 1 or higher.

    Callers end up in queue when they may just need a group or individual and you should be able to transfer to business users.

    I'll open a ticket, but wanted to make others aware until this is addressed.

    Thanks,
    Daniel McLeod

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    Daniel McLeod
    Qsect LLC
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    Original Message


  • 3.  RE: Genesys Cloud Release Notes - April 8th, 2020

    Posted 04-16-2020 02:51
    Edited by Paulo Mesquita do not use 04-16-2020 02:56
    No replies, thread closed.
    This is still a big issue for us.

    We have LDAP integration and can't transfer calls to users who don't have any role assigned on PureCloud.

    Now, we have to use the extension number to transfer calls to the other internal telephony systems.

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    Paulo Mesquita
    Spark NZ Trading
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    Original Message


  • 4.  RE: Genesys Cloud Release Notes - April 8th, 2020

    Posted 04-16-2020 10:59
    No replies, thread closed.
    I was told they are hoping for the fix to go in place 4/18, but it could be delayed.

    Thanks

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    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


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