Insights was created to allow realtime health insights (hey!) about the contact center from anywhere with a heavy focus on immediately actionable information. We're always open to hear and learn what our users would find valuable from that perspective, and all this feedback is tremendously helpful. Thanks!
Genesys - Employees - Sr. Director, PureCloud UI
Original Message:
Sent: 06-13-2024 11:07
From: Shannon Hellner
Subject: Genesys Cloud Release Notes | June 10 2024
Thanks Brian. The use case for the app then is more so for interval information and in the moment alerts. (?)
I want to share this with our Ops team, but I know they will be looking for things like daily wait times/stats and what not, which will not be available until we can configure the hours. Can you also add to the would-be-nice-list a historical view, where we can pick a day or range or days.
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Shannon Hellner
Paycor, Inc.
Original Message:
Sent: 06-13-2024 10:34
From: Brian Dupuis
Subject: Genesys Cloud Release Notes | June 10 2024
Hi again Shannon,
That view is the last 24 hours of data. An interday view is a great and useful idea that we'll consider adding moving forward.
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Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI
Original Message:
Sent: 06-11-2024 09:33
From: Shannon Hellner
Subject: Genesys Cloud Release Notes | June 10 2024
Thanks Tracy. One more question, when checking this morning I see the stats in the queue include yesterday's intervals. Is that as designed?
I attached an image that shows close of business yesterday and open today. The "total" data at the top is combined, so I can't actually use it to determine how the day is going. I fully logged out and logged back in and have the same issue.
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Shannon Hellner
Paycor, Inc.
Original Message:
Sent: 06-11-2024 05:12
From: Tracy Vickers
Subject: Genesys Cloud Release Notes | June 10 2024
Hey Shannon,
I'm trying to find the answer for you.
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Tracy
Genesys
Original Message:
Sent: 06-10-2024 18:08
From: Shannon Hellner
Subject: Genesys Cloud Release Notes | June 10 2024
@Tracy Vickers
For the Insights app, can someone explain what "on queue" is? For queue monitoring, things look correct expect for that.
For example, my queue as shown in the app has 0 waiting, 18 interacting, -9 on queue, and 43 off queue. All is correct but the on queue. Any help? This is repeated in any queue I'm viewing in the app.
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Shannon Hellner
Paycor, Inc.
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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