Genesys Cloud – October 6, 2021

Contact center

Introducing Google Cloud Dialogflow CX integration for call and message flows

The Google Cloud Dialogflow CX integration is now available from the Genesys AppFoundry. Administrators and contact center managers can use this integration with Architect call and message flows that process the interaction according to Dialogflow Bot configuration. Then, the bot returns the call with intents and slots to Architect for further processing. For more information, see About the Google Cloud Dialogflow CX integration, Google Cloud Dialogflow CX quick start guide, and Call Dialogflow CX Bot action. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Global slot enhancement in Genesys Dialog Engine Bot Flows

Administrators and contact center managers can now access any slot from any intent. Because slots are no longer tied to specific intents, they are accessible to multiple intents. This enhancement improves efficiency and reduces the effort to build bot flows. Additionally, existing slots that share the same name are merged, making them unique and easier to reference. For more information, see Slots and slot types overview. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Filter by queues in My Queues Activity view

Agents can now filter by queues in the My Queues Activity view. Agents who belong to multiple queues can now filter those queues and select specific queues to view. For more information, see My Queues Activity view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Improved voice transcription accuracy for Spanish language regions

Genesys Cloud improved voice transcription accuracy for most Spanish language regions, including Spain (es-ES) and United States and Latin America (es-US). For more information, see Genesys Cloud supported languages. This feature requires the following subscription: Genesys Cloud User 3.

Messaging file URL change

Genesys Cloud changed the URL for the file sent during a messaging interaction from api.mypurecloud.com to api-downloads.mypurecloud.com. The system will use the new URL for sending any new messaging files. Users can still access existing messaging files sent using the old URL. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade II.

Platform

Control agent transfer ability based on division membership

Administrators and contact center managers can now use permissions to determine whether an agent can look up an individual or queue before transferring an interaction. This enhancement enables administrators to control agents’ ability to transfer interactions across queues outside their membership. To implement this feature, existing customers must add the Conversation > Communication > Target permission to any user role. For more information, see Manage access to individuals based on division membership and About access control. This feature has no restriction by user or required user to access.