Improved utterance confusion resolution in Architect bot flows and digital bot flows
Genesys Cloud improved the ability to resolve conflicts between utterances in Architect bot flows and digital bot flows. A new Resolve Conflict option opens the conflicting utterance in a new view, where flow authors can view and edit them, such as rename or rephrase the utterance in the associated intents, move the utterance to another intent or delete the utterance from the bot or digital bot flow. This feature makes it easier to improve intent performance and utterance training.
Improved native voice transcription accuracy for German
Genesys Cloud improved native voice transcription accuracy for German (de-DE).
Specify queue in scheduled callbacks
Agents can now specify a queue when they schedule a callback. Before agents can use this feature, administrators must enable it for them in Organization Settings.
Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
Knowledge authors can now configure specific knowledge article variations to surface when Genesys Cloud finds a matching Predictive Engagement segment. Customers who use the Knowledge App for Messenger see article variations that match their segment criteria.
ACD conferences
Agents can now add people to a conference call while they are on an ACD voice interaction in the desktop agent UI. ACD conferencing allows agents to click the new conference icon and choose a participant, for example, another user, queue, or external number, to help their customers. The participant accepts an invitation and joins the conference. Agents can also transform a consult transfer into a conference and bring together all three participants. While in a conference, agents can continue to add up to a total of 20 concurrent participants.
Predictive engagement new and replaced operators
Genesys Cloud replaced the operators 'like' and 'not like' with 'contains any' and 'does not contain all' respectively. Also, administrators can use two new operators, 'contains all' and 'does not contain any', when they define conditions for segments, outcomes, and action maps.
Scheduled hybrid organization migrations
Beginning February 28, contract renewals prepare non-hybrid organizations to become hybrid capable within the defined maintenance window instead of at the time of renewal. Media Tier updates will pause temporarily between the renewal date and the duration of the maintenance window. Since May 11, 2022, Genesys Cloud automatically creates all new organizations with hybrid media capability. If you are a new customer after this date, this article does not apply to you.
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