Conversation summarization with Genesys Agent Assist for Voice

Genesys Agent Assist now offers conversation summarization for voice interactions. The summarization process automatically generates summaries of conversations between agents and customers. Previously, conversation summarization was limited to digital channels.

Agent dashboard email component update

Genesys Cloud has an updated agent email UI. The email component features an improved user interface, including improved thread handling, visual hints, resolution of known issues, and maintains parity with the previous version. The updated interface offers a more user-friendly experience and also introduces new, smaller features that do not affect existing functionality.

Genesys Cloud will begin to deploy the updated agent email UI according to the following deployment schedule:

• March 25, 2024: Europe (London), EMEA (London)
• March 26, 2024: Canada (Central), Americas (Canada), Europe (Paris), EMEA (Paris)
• March 27, 2024: Asia Pacific (Singapore), Asia Pacific (Sydney), US West (Oregon), Americas (US West), US East (N. Virginia), Americas (US East), Europe (Ireland), EMEA (Dublin)

Genesys Cloud previously introduced the updated agent email UI to the following regions: Europe (Zurich), EMEA (Zurich), Middle East (UAE), EMEA (UAE), Asia Pacific (Osaka), Asia Pacific (Mumbai), Asia Pacific (Seoul), and South America (São Paulo), Americas (São Paulo).

In April, Genesys Cloud will deploy the updated agent email UI in the Asia Pacific (Tokyo) and Europe (Frankfurt), EMEA (Frankfurt) regions.

Audit Viewer alternate search parameters support

Administrators can now narrow a search to specific audit events via the improved Audit Viewer, which includes more filter and search parameters. The enhancements include the ability to view all events within a specified time range; search by service, entity, or user; and access additional information.

Inbound and outbound filter for gamification metrics

Administrators and supervisors can now setup gamification metrics so that they only account for inbound or outbound interactions. By default, and for existing gamification metrics, Genesys Cloud considers both directions during points calculation.

Deprecation postponement: Active screen recordings UI

On September 20, 2023, Genesys announced the removal of the Manage Active Screen Recordings UI on March 27, 2024, and the deprecation of corresponding APIs, replaced by a count of active screen recordings on the Recording Management UI. Genesys has postponed the removal and deprecation to May 20, 2024.