"Needs attention" shows only those entities that have currently active alerts that you've configured. If no entities have active alerts it will be empty.
Original Message:
Sent: 06-19-2024 15:43
From: Conor Twomey
Subject: Genesys Cloud Release Notes | June 10 2024
Hi Brian,
I have one more question, on the Queues/Agents view there is a filter that allows you to select either "All" or "Needs Attention", what are the settings for "Needs Attention", whenever I choose "Needs Attention" it does not show any queues or agents.
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Conor Twomey
American Family Mutual Insurance Company, S.I.
Original Message:
Sent: 06-17-2024 15:39
From: Brian Dupuis
Subject: Genesys Cloud Release Notes | June 10 2024
Hi Conor,
Unless I'm misunderstanding what you're experiencing, I imagine this is similar to the above misunderstanding, where Insights is showing the SL% for the interval of the preceding 24 hours and the web app is showing the interday. We do have that more-granular interval definition as a likely future enhancement.
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Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI
Original Message:
Sent: 06-17-2024 13:40
From: Conor Twomey
Subject: Genesys Cloud Release Notes | June 10 2024
I just got insights installed on my iPhone and it looks great, but I am seeing a discrepancy between the total SL performance for a queue in the the iPhone App for today versus the same queue in the Gensys Cloud application on my laptop. They are both showing the same amount of calls offered and answered for the day, but the SL% is different. In the App it says 56% on the laptop 71% (the laptop view is todays Queue Performance tab from Workspace).
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Conor Twomey
American Family Mutual Insurance Company, S.I.
Original Message:
Sent: 06-13-2024 10:29
From: Christopher Rumpf
Subject: Genesys Cloud Release Notes | June 10 2024
On launch day, it can sometimes take a little while for new apps to be searchable in the App Store. You should be able to search for Genesys Cloud Insights now or find it directly at this link: https://apps.apple.com/us/app/id6448761253
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Christopher Rumpf
Genesys - Employees
Original Message:
Sent: 06-11-2024 11:40
From: Tonya Keith
Subject: Genesys Cloud Release Notes | June 10 2024
I am unable to find the Genesys Cloud Insights App in the app store. I double checked and I have an iOS higher than 16. Should I open a ticket or is there a trick to finding it?
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Tonya Keith
Simmons Bank
Original Message:
Sent: 06-10-2024 09:41
From: Tracy Vickers
Subject: Genesys Cloud Release Notes | June 10 2024
Simplified customer firewall requirements
Genesys Cloud now uses Amazon CloudFront to serve most content stored in Amazon S3. Customers can update their firewall allowlist and replace Genesys Cloud *.s3 domain entries that allow *.s3.amazonaws.com, *.s3.{region}.amazonaws.com, and *.s3-{region}.amazonaws.com with:
- prod*-inin-directory-service-profile.s3.*.amazonaws.com
- prod*-inin-directory-service-upload.s3.*.amazonaws.com
- prod*-inin-directory-service- static-client-resources.s3.*.amazonaws.com
One of the following licenses:
- All licenses include this feature.
Read more:
Enhanced message delivery status in messenger widget
Genesys Cloud now includes the ability to view message delivery status on the Messenger widget. Delivery statuses such as Sent, Sending, or Not Sent appear next to the message. This enhancement ensures that the message status, helpful for time-sensitive information, is accessible by the customer. This feature provides better visibility and reassurance during message delivery.
Where:
- Admin > Message > Messenger Configurations
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
Knowledge workbench is now available for Chinese Cantonese (zh-HK), Chinese Mandarin (zh-CN), Chinese Taiwan (zh-TW), Korean Korea (ko-KR), and Polish Poland (pl-PL).
Where:
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
Supervisors can now use the new Insights app for iOS to monitor queues and agents in real time, even while on the go. Supervisors can also set and receive customizable alerts directly on their mobile devices. This enhancement improves efficiency for contact center supervisors.
One of the following licenses:
- All licenses include this feature.
Read more:
Direct voicemail non-ACD call transfer for enhanced call management
Genesys Cloud users can now transfer calls directly to another user's voicemail without first alerting the intended Genesys Cloud user. This feature streamlines the customer experience and enables administrative staff to manage calls more effectively based on their insights and understanding of user availability and priorities. For example, users in meetings or sessions may find even brief phone alerts to be disruptive.
One of the following licenses:
- Communicate
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 2 Digital
- Genesys Cloud 3
Read more:
Enhanced AudioHook Monitor configuration and migration process
Genesys Cloud decoupled AudioHook Monitor from voice transcription, enabling administrators and flow authors use the new Audio Monitoring option in queue voice channels and the Audio Monitoring action in Architect to monitor audio to and from Genesys Cloud. This feature eliminates the requirement to use voice transcription to monitor audio and gives administrators and flow authors greater control over the conversation audio to stream to third-party services.
Where:
- Admin > Contact Center > Queues > [preferred queue] > Voice tab
- Admin > Architect > Architect > [Inbound Call Flow or Outbound Call Flow] > Audio Monitoring action
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU), and Swedish language support
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows is now available for Basque (EU) (eu-ES), and Sweden Swedish (sv-SE).
Where:
- Admin > Architect > Architect > [Bot Flow or Digital Bot Flow]
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
SCORM 1.2 learning standard conformance
Genesys Cloud is now conformant with the SCORM 1.2 e-learning standard. The SCORM 1.2 packages are hosted natively and helps programmers write code that engages workforce management participants. This enhancement enables learning administrators to combine existing Genesys Cloud features, such as rich text, content management, and assessments, with SCORM packages to create custom learning solutions.
Where:
- Admin > Performance & Engagement > Development and Feedback
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Read more:
Learning module improvements
Administrators can now benefit from several enhancements to the learning assignment experience in Genesys Cloud. The updated navigation pane allows for content descriptions, and progress tracking is more intuitive. Additional options control the flow of modules, while the improved results screen provides a more positive completion experience. Administrators can also better visualize given answers. These changes make the learning assignment process more user-friendly, with clearer content management, enhanced tracking, and visualization features.
Where:
- Admin > Performance & Engagement > Development and Feedback
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Read more:
Deprecation: ACD Web Chat 2.0 (Rest API)
On June 11, 2025, Genesys will end support for the legacy ACD web chat version 2, currently accessible through the chat widget versions 1.1 and 2.0. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication
On June 12, 2024, Genesys will remove support for the Internet Explorer 11 (IE11) desktop application. The deprecation relates to Microsoft's end of support for IE11 and affects organizations who still use IE11 to access Genesys Cloud.
One of the following licenses:
- All licenses include this feature.
Read more:
#Learning/Coaching
#SpeechandTextAnalytics
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Tracy
Genesys
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