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What's new in Stat Server for 9.x

Introduced in 8.5.112.07

  • Stat Server now supports protected mode in addition to normal mode during configuration reloads. This functionality enables the Stat Server running as primary in the pair to delay configuration reloads and stay available until the backup Stat Server in the pair completes configuration reload.
  • The following new configuration option is added in the [statserver] section to control whether Stat Server in primary mode delays configuration reloads:
    • config-reload-delay-if-primary
  • Stat Server supports Kernel Virtual Machine (KVM) on Windows and Linux.
  • Stat Server supports Microsoft SQL Server 2017.

Introduced in 8.5.110.20

  • Stat Server supports changes of the interaction cost for budget-based routing.

Introduced in 8.5.110.18

  • Stat Server supports the SinceLogin time profile for blended agents.
  • Stat Server supports the durable InteractionAgentPartyInProgress action for Tenants.
  • Stat Server supports the new DoNotDisturb action on a media channel.
  • The following new configuration options are added in the [statserver] section:
    • interaction-agent-party-in-progress-on-tenant-max-number
    • interaction-agent-party-in-progress-on-tenant-media-list
    • old-stats-remove

Introduced in 8.5.110.05

  • Enhanced tracking of a multimedia interaction associated with the virtual queue (VQ).
    Stat Server continues to collect VQ tracking details using the EventCustom event, but now does so from all connected Interaction Servers that may participate in processing of the same interaction. This enhancement addresses cases where URS dispatches routing events through one Interaction Server and then offers the interaction with follow-up handling using another Interaction Server.

Introduced in 8.5.110.03

  • Stat Server supports budget-based routing. URS release 8.1.400.50 or higher is required.
  • The following new configuration options, configured in the new [budget] section, have been added to support budget-based routing:
    • Agent or Place object:
      <media_type_name>
    • MediaType object:
      default-agent-budget
      default-cost
      default-cost-consult
      default-cost-inbound
      default-cost-internal
      default-cost-outbound
      default-cost-unknown
    • Tenant object:
      default-agent-budget
      default-cost
      default-cost-consult
      default-cost-inbound
      default-cost-internal
      default-cost-outbound
      default-cost-unknown
      enabled
      interaction-cost-key

Introduced in 8.5.109

  • In addition to Warm Standby, Stat Server supports the Hot Standby redundancy mode for Stat Server high availability (HA) pairs on Windows and Linux platforms.
  • The following new configuration options, configured in the new [ha] section, have been added to support Hot Standby redundancy:
    • addp-remote-timeout
    • addp-timeout
    • addp-trace
    • chunk-size
    • chunk-timeout
    • connect-timeout
    • session-expiration-period
    • session-expiration-timeout
  • Stat Server maps the content of the attribute_reason_desc from Interaction Server events to the value of the ReasonValue key in a UserData key-value list on Action for the CurrentState or in a Reasons key-value list for the CurrentStateReasons.

Introduced in 8.5.108

  • Stat Server supports overload protection method of reducing CPU consumption.
  • The following new configuration options are added in the [overload] section:
    • allow-new-connections-during-overload
    • allow-new-requests-during-overload
    • cpu-cooldown-cycles
    • cpu-poll-timeout
    • cpu-threshold-high
    • cpu-threshold-low
    • cut-debug-log
    • protection
    • qos-default-overload-policy
    • qos-recovery-enable-lms-messages
  • Stat Server supports the retrospective InteractionAbandoned action for Tenants.
  • Stat Server supports Windows Server 2016 and Windows Server 2016 Hyper-V.
[+] September 16, 2019
[+] May 31, 2019
[+] March 26, 2019
[+] January 11, 2019
[+] October 17, 2018
[+] September 27, 2018
[+] August 22, 2018
[+] August 23, 2017


For a complete list of new features in the 8.5.x release, please see Chat Server Release Notes.

allow-duplicated-kvp

Section: settings
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.201.05

With a value of "false", Chat Server will return an error when any duplicated key-value pairs (for example, pairs with the same key name) in userdata or event attributes in chat protocol requests are provided. With a value of "true", Chat Server will ignore such conditions (and will use the value from the latest key-value pair). Attention: While the backward compatibility default value is set to "true", it is recommended it be set to "false" for more controlled behavior.

async-idle-notices

Section: settings
Default Value: major
Valid Values: none, major, typing, all
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies which notifications count as async chat session activity for the purpose of inactivity control.
  • all: All user notifications are included (custom, push URL, typing on/off, update nickname).
  • major: Only major notifications are included (push URL, file uploaded, file deleted).
  • none: All notifications are excluded.
  • typing: Only major and "typing on" notifications are included.

async-idle-close

Section: settings
Default Value: 3600
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies, in seconds, a timeout that starts after "async-idle-alert" (enabled only for async chat sessions). If any qualifying activity occurs, (see "async-idle-alert" for a description of what qualifies as activity), the timeout stops and "async-idle-alert" timer is reset. If no qualifying activity is detected during this timeout, Chat Server:
  • Sends the IDLE_CONTROL_CLOSE notice with a message specified by the value of the "message-close" option (in the section [inactivity-control]).
  • Closes the chat session.

async-idle-alert

Section: settings
Default Value: 86400
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies an inactivity alert timeout (in seconds) which will be enabled only for async chat sessions. The inactivity timeout is set (or reset) for a session after any of the following activities: agent joined or left, any chat participant sent a message or a notice (as defined by "async-idle-notices"). If no qualifying activity is detected during this timeout, Chat Server:
  • Sends the IDLE_CONTROL_ALERT notice with a message specified by the value of the "message-alert" option (in the section [inactivity-control]).
  • Updates the interaction properties: GCTI_Chat_AsyncStatus=3 and GCTI_Chat_AsyncCheckAt={time to check interaction at}.
  • Starts the timeout specified by the value of the "async-idle-close" option.

async-chat-enforce

Section: settings
Default Value: none
Valid Values: none, flex, basic, both
Changes Take Effect: Immediately
Introduced: 8.5.307.04

Specifies when Chat Server forces chat sessions to run in async mode.
  • none: no forcing is applied.
  • flex: chat sessions run in async mode, when started via flex chat protocol.
  • basic: chat sessions run in async mode, when started via basic chat protocol.
  • both: all chat sessions run in async mode.

allow-duplicated-kvp

Section: settings
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.201.05

With a value of "false", Chat Server will return an error when any duplicated key-value pairs (for example, pairs with the same key name) in userdata or event attributes in chat protocol requests are provided. With a value of "true", Chat Server will ignore such conditions (and will use the value from the latest key-value pair). Attention: While the backward compatibility default value is set to "true", it is recommended it be set to "false" for more controlled behavior.

async-idle-notices

Section: settings
Default Value: major
Valid Values: none, major, typing, all
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies which notifications count as async chat session activity for the purpose of inactivity control.
  • all: All user notifications are included (custom, push URL, typing on/off, update nickname).
  • major: Only major notifications are included (push URL, file uploaded, file deleted).
  • none: All notifications are excluded.
  • typing: Only major and "typing on" notifications are included.

async-idle-close

Section: settings
Default Value: 3600
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies, in seconds, a timeout that starts after "async-idle-alert" (enabled only for async chat sessions). If any qualifying activity occurs, (see "async-idle-alert" for a description of what qualifies as activity), the timeout stops and "async-idle-alert" timer is reset. If no qualifying activity is detected during this timeout, Chat Server:
  • Sends the IDLE_CONTROL_CLOSE notice with a message specified by the value of the "message-close" option (in the section [inactivity-control]).
  • Closes the chat session.

async-idle-alert

Section: settings
Default Value: 86400
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies an inactivity alert timeout (in seconds) which will be enabled only for async chat sessions. The inactivity timeout is set (or reset) for a session after any of the following activities: agent joined or left, any chat participant sent a message or a notice (as defined by "async-idle-notices"). If no qualifying activity is detected during this timeout, Chat Server:
  • Sends the IDLE_CONTROL_ALERT notice with a message specified by the value of the "message-alert" option (in the section [inactivity-control]).
  • Updates the interaction properties: GCTI_Chat_AsyncStatus=3 and GCTI_Chat_AsyncCheckAt={time to check interaction at}.
  • Starts the timeout specified by the value of the "async-idle-close" option.

async-chat-enforce

Section: settings
Default Value: none
Valid Values: none, flex, basic, both
Changes Take Effect: Immediately
Introduced: 8.5.307.04

Specifies when Chat Server forces chat sessions to run in async mode.
  • none: no forcing is applied.
  • flex: chat sessions run in async mode, when started via flex chat protocol.
  • basic: chat sessions run in async mode, when started via basic chat protocol.
  • both: all chat sessions run in async mode.


What's New in Bot Gateway Server for 9.0

[+] The following new features were introduced in the 9.0.006.00 release: [+] The following new features were introduced in the 9.0.005.05 release:


[+] The following new features were introduced in the 9.0.004.08 release:

ha-chat-reconnecting-delay

Section: channel-chatbot
Default Value: 10
Valid Values: Any integer from 0-86400
Changes Take Effect: Immediately for new connections
Introduced: 9.0.005.05

Specifies the delay between attempts when Bot Gateway Server tries to reconnect the bot to the chat session when there is a Chat Server disconnect.

ha-chat-reconnecting-attempts

Section: channel-chatbot
Default Value: 15
Valid Values: Any integer from 0-1000000
Changes Take Effect: Immediately for new connections
Introduced: 9.0.005.05

Specifies how many times Bot Gateway Server tries to reconnect the bot to the chat session when there is a Chat Server disconnect.

ha-chat-reconnecting-delay

Section: channel-chatbot
Default Value: 10
Valid Values: Any integer from 0-86400
Changes Take Effect: Immediately for new connections
Introduced: 9.0.005.05

Specifies the delay between attempts when Bot Gateway Server tries to reconnect the bot to the chat session when there is a Chat Server disconnect.

ha-chat-reconnecting-attempts

Section: channel-chatbot
Default Value: 15
Valid Values: Any integer from 0-1000000
Changes Take Effect: Immediately for new connections
Introduced: 9.0.005.05

Specifies how many times Bot Gateway Server tries to reconnect the bot to the chat session when there is a Chat Server disconnect.

What's New in Messaging Applications for 9.1

September 30, 2019

  • Genesys Hub Plug-in for Workspace Desktop Edition (9.1.002.07)
    • Agents can create and send Notifications from regular WhatsApp messages if the response window to send the regular messages expires after the configured timeout. For more information, see Automatic notification messages.
    • It is now possible for agents to see the transcript only for the current WhatsApp or Apple Business Chat channel.
    • Agents can now view a thumbnail that indicates the attachment type along with the attachment’s file name and size for each incoming attachment in WhatsApp and Apple Business Chat interactions.
    • Agents can now create a new session from the Interaction Search view.
    • A new queue has been introduced for post processing of new outbound interactions.
  • Genesys Driver for use with Genesys Hub (9.1.003.05) contains only resolved issues.
  • Digital Messaging Server (9.1.002.02)
    • Logging mechanism has been optimized.
    • Support for OpenJDK 11.

June 26, 2019

  • Genesys Driver for use with Genesys Hub (9.1.002.04)
    • The driver now receives and processes location information in the incoming messages.
    • The driver now supports video, audio, and document attachments in both incoming and outgoing messages.
    • A new option, x-phone-format, is added.
  • Genesys Driver for use with Apple Business Chat via Hub (9.1.000.03)
    • Agents can now initiate an outbound session with their customers.
    • The following new configuration options are added:
      • msg-not-delivered
      • inbound-route-by-call
      • media-type-chat-by-call
      • x-hub-pull-reserve-time
  • Genesys Hub Plug-in for Workspace Desktop Edition (9.1.001.07)
    • Support for WhatsApp inbound and outbound videos (mp4), audio files (amr, mp3, aac, m4a, ogg, opus, oga), and documents (pdf, doc, docx, ppt, pptx, xls, xlsx).
    • A new button, Create new session, is added to the WhatsApp and Apple Business Chat Interaction view to allow agents to create a new outbound session when the current session is disconnected.
    • Agents can now view location information in the incoming WhatsApp messages.
    • An agent, for example agent A, can now invite another agent (agent B) to join agent A’s current Apple Business Chat session through a conference.
    • An agent can now transfer an Apple Business Chat interaction to another agent.
    • Agents can initiate an outbound Apple Business Chat session with a past contact from the My History view.
Important
Starting with release 9.1.001.07, Apple Business Chat Plug-in for Workspace Desktop Edition is no longer a separate component. All its functionality is now available in Genesys Hub Plug-in for Workspace Desktop Edition.
  • Digital Messaging Server (9.1.001.04) contains only resolved issues.

March 27, 2019

  • Genesys Driver for use with Genesys Hub (9.1.000.02)
    This is the initial release of Genesys Driver for use with Genesys Hub, a component of Genesys Messaging Apps. This release contains the following new features:
    • Support for WhatsApp Highly Structured Messages (also known as Notifications).
    • Support for chat bots (text only).
    • Support for new outbound chat sessions that are initiated by agents.
    • Support for inbound and outbound text, emojis, and images (JPG/JPEG and PNG formats).
  • Genesys Hub Plug-in for Workspace Desktop Edition (9.1.000.03)
    This is the initial release of Genesys Hub Plug-in for Workspace Desktop Edition, a component of Genesys Messaging Apps. This release contains the following new features:
    • Agents can send WhatsApp Highly Structured Messages (also known as Notifications) to customers. Refer to the eServices Manager documentation for more information on how to create these standard responses for agents to use.
    • The plugin supports the following features:
      • Attachments (JPEG/JPG and PNG only)
      • Contact and chat history
      • Emojis
      • Receiving inbound text messages
      • Standard Response Library
      • Sending outbound messages to contacts (from history or Contact Directory)
      • Transfer to other agents or conference with another agent
      • Workbins
    • Support for ClickOnce deployment and silent install/uninstall.

What's New in Messaging Applications for 9.0

Feb. 13, 2019

  • Genesys Driver for SMS and MMS

Dec. 11, 2018

  • Apple Business Chat Plugin for Workspace Desktop Edition
    • Structured messages now support Rich Linking, which shows customers an inline preview of an image or video within the chat. This feature enables customers to view media immediately without having to click a "Tap to Load Preview" message.
    • Administrators can configure the option applebcsession.max-text-message-size to set the maximum size of the outbound text message, specified in bytes by converting the message string to UTF-8 encoding. A notification appears below the message area if the maximum value is exceeded. Some symbols, such as emojis, might require additional characters.
    • Agents now see a pending-response indicator that signifies by color (green, to yellow, to red) how much time has passed since the agent received the customer message. The interval between color changes can be set by an administrator. Refer to the Apple Business Chat Guide for more information.
    • The plugin now displays a currency symbol for all currency amounts that appear in Apple Pay forms.
    • Agents can now perform the following functions in Apple Pay forms:
      • Calculate and add tax to the total amount and shipping options
      • Add, modify, or delete shipping options
    • Support for the Windows 2016 operating system. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.

Sept. 27, 2018

  • Apple Business Chat Plugin for Workspace Desktop Edition
    • The plugin now supports asynchronous chat. Agents can use workbins to store dormant chat sessions for later use. If a customer resumes the interaction, it is automatically removed from the workbin and transferred to an available agent.
  • Genesys Driver for use with Apple Business Chat via Hub
    • The driver now supports asynchronous chat. See the Chat Server Release Note for more information.
    • The driver now supports a new transactional Apple Pay schema that includes Stripe as a third-party transaction provider.
    • The driver now supports Intent, Group, Locale, and DeviceAgent attributes in an interaction.
  • Digital Messaging Server
    • Support for the latest releases of Apple Business Chat Plugin for Workspace Desktop Edition and Genesys Driver for use with Apple Business Chat via Hub.

March 29, 2018

  • Apple Business Chat Plugin for Workspace Desktop Edition
    • The plugin now supports Apple Business Chat interactive responses. Agents can use the following interactive responses when in chat interactions with customers:
      • Apple Pay
      • Custom Extension (referred to by Apple as Custom Interactive Message or Custom Message Extension)
      • Date Picker
      • List Picker
        Important
        Agents cannot modify Apple Pay credit card lists, shipping options list, shipping and billing addresses, and other Apple Pay attributes. Customers must provide this information using their Apple device.
    • The plugin supports the following features:
      • Attachments
      • Contact and chat history
      • Emojis
      • Standard Response Library
      • Text messages
      • Transfer to other agents
      • Typing notifications for customer devices
    • Support for the following operating systems. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
      • Windows 8
      • Windows 10
      • Windows Server 2012
  • Digital Messaging Server
    • Support for the initial release of Apple Business Chat Plugin for Workspace Desktop Edition and Genesys Driver for use with Apple Business Chat via Hub.

applebcsession.max-text-message-size

Section: interaction-workspace
Default Value: 5000
Valid Values: Any integer from 1 to 2147483647.
Changes Take Effect: At the next interaction


Specifies the maximum size of the message in bytes.

log4j2-config-profile

Section: log
Default Value: log4j2.xml
Valid Values: log4j2.xml
Changes Take Effect: After restart


Logging configuration file used by log4j2. The file is supplied with the server and is located in the installation directory. Loggers can be controlled by editing this file.

applebcsession.max-text-message-size

Section: interaction-workspace
Default Value: 5000
Valid Values: Any integer from 1 to 2147483647.
Changes Take Effect: At the next interaction


Specifies the maximum size of the message in bytes.

log4j2-config-profile

Section: log
Default Value: log4j2.xml
Valid Values: log4j2.xml
Changes Take Effect: After restart


Logging configuration file used by log4j2. The file is supplied with the server and is located in the installation directory. Loggers can be controlled by editing this file.

What's New in Security Pack for UNIX for 9.0

January 31, 2019

  • OpenSSL version 1.0.2q is now the default secure socket layer implementation to facilitate communication in the SSL/TLS protocol suite.

November 30, 2018

  • Security Pack now includes FIPS 140-2 encryption compliance on Linux only.
  • Support for the following operating systems:
    • Oracle Linux 7 with Unbreakable Enterprise Kernel (UEK) 4.x
    • SUSE Linux Enterprise 12

August 31, 2018

  • Security Pack now supports only TLS version 1.1 and 1.2. TLS version 1.1 is the minimum supported protocol.

July 10, 2018

  • You can now use full wildcards, such as *.example.com, in certificate names (CNs). Partial wildcards are not supported.

December 22, 2017

  • Support for the CentOS Linux 7 operating system.

August 22, 2017

  • Support for the Microsoft Hyper-V Server 2016 virtualization platform.
  • You can now set alternative IP addresses by specifying the -IP <host IP> parameter when running create_cert.sh.

What's New in Management Framework for 9.0

For full information about supported operating systems, databases, browsers, and virtualization platforms, refer to the Framework page of the Genesys Supported Operating Environment Reference Guide.

September 27, 2019

  • DB Server 8.5 does not support AIX and Solaris operating systems. You can continue to use DB Server 8.1 for AIX and Solaris environments.
  • Limit the number of Configuration Server proxies reloading configuration data from the master Configuration Server.

July 30, 2019

  • Framework servers now support Microsoft Hyper-V Server 2019 virtualization platform.

June 26, 2019

  • Framework servers now support Windows Server 2019 operating system.

May 28, 2019

  • Configuration Server, DB Server, and Message Server now support Oracle 18c RAC database.

April 26, 2019

  • Configuration Server, DB Server, and Message Server now support Oracle 18c database with Oracle client 12.x.
  • New configuration option to enable indefinite locking of an account after multiple failed connection attempts.

February 28, 2019

  • For Configuration Server and Solution Control Server, log events related to read access activities provide extended information, such as IP address of host, username, application name and application type.

January 31, 2019

  • Configuration Server external authentication now uses OpenSSL version 1.0.2q.
  • Language Packs for Configuration Server have been updated.
  • The Configuration Database Maintenance Scripts component includes a new version of locale to support a generic Linux OS type for creating Linux hosts.
  • Support is discontinued for Genesys Deployment Agent (GDA).

November 30, 2018

  • Framework servers now support:
    • Oracle Linux 7 with Unbreakable Enterprise Kernel (UEK) 4.x
    • SUSE Linux Enterprise 12
  • Enhanced Keep-Alive feature support on connections between LDAP and Configuration Server.
  • New configurable option to detect hang-up during the data loading process between the Configuration Server HA pair.

August 31, 2018

  • Configuration Server now requires LDAP server to operate at minimum TLS version 1.1 for a successful connection.
  • Genesys LDAP authentication supports TLS version 1.1 and 1.2.

August 10, 2018

  • Configuration Server can now utilize User Principal Name (UPN) usernames for Kerberos external authentication.
  • Configuration Server is now using extended retention policies for audit records that are stored in the database. Audit records of up to 1 year or 100 thousand entries can be stored by Configuration Server.

July 10, 2018

  • For Configuration Server and DB Server, there are no Visual Studio redistributable packages associated with Visual Studio 2005 for 64-bit executables.
  • For Message Server, Local Control Agent, and Solution Control Server, there are no Visual Studio redistributable packages associated with Visual Studio 2005 (or prior Visual 88Studio releases) for 64-bit executables. These components now use Microsoft Visual Studio 2013 for installation on Windows 64-bit platform.

June 8, 2018

  • Configuration Server and Message Server now support MS SQL 2016 (and later) Always On with MultiSubnet Listener for disaster recovery and business continuity scenarios involving the Configuration and Log Databases, respectively. DB Server 8.1.3, if configured, supports the same functionality for one or both databases.
  • Audit performance with larger databases is improved, and includes a new filter to extract records from a large set of data.

May 8, 2018

  • Configuration Server can now be configured to skip all or some validation of changes (empty or duplicate sections) in the Annex of a configuration object.
  • Users can now specify a time interval in which Local Control Agent (LCA) expects a response to its switchover request to an application. If the application does not respond within that time, LCA sets the application to Unknown mode.
  • Minimum required database privileges are now documented in the Management Framework Deployment Guide.

March 27, 2018

  • Support of optional transaction serialization.
  • Limit the number of Configuration Server proxies reloading configuration data from the master Configuration Server.
  • Support for:
    • Microsoft SQL client software on Linux and Windows with support for MSSQL Server 2017
    • Oracle 12.1 client software on Linux and Windows
    • PostgreSQL 10.1 client software on Linux and Windows

March 6, 2018

  • DB Server support for:
    • Microsoft SQL Server 2017 running on Linux
    • Microsoft SQL client software on Linux
    • Oracle 12.1 client software on Linux and Windows

January 26, 2018

  • Support for Oracle 12c Release 2 Multitenant Pluggable Database (PDB).
  • Support for the Red Hat KVM (Kernel Virtualization Machine) virtualization platform.

December 22, 2017

  • Support for the CentOS Linux 7 operating system.
  • New timeout in which Solution Control Server can expect a TCP success or failure response from the Configuration Server to which it is connecting.

September 26, 2017

  • Support for the Microsoft Hyper-V Server 2016 virtualization platform.

August 22, 2017

  • Support for the Microsoft Windows Server 2016 operating system:
  • New Configuration Database Maintenance scripts to help you upgrade your single-tenant Configuration Database to multi-tenant format.
[+] The following new features were introduced in the 9.0.015.02 release:
[+] The following new features were introduced in the 9.0.014.13 release:
[+] The following new features were introduced in the 9.0.014.09 release:
[+] The following new features were introduced in the 9.0.014.06 release:
[+] The following new features were introduced in the 9.0.014.05 release:
[+] The following new features were introduced in the 9.0.014.00 release:
[+] The following new features were introduced in the 9.0.013.06 release:
[+] The following new features were introduced in the 9.0.013.03 release:
[+] The following new features were introduced in the 9.0.013.02 release:
[+] The following new feature was introduced in the 9.0.012.01 release:
[+] The following new feature was introduced in the 9.0.011.00 release:
[+] The following new features were introduced in the 9.0.010.04 release:
[+] The following new features were introduced in the 9.0.010.02 release:
[+] The following new features were introduced in the 9.0.009.06 release:
[+] The following new features were introduced in the 9.0.009.04 release:
[+] The following new features were introduced in the 9.0.008.04 release:
[+] The following new features were introduced in the 9.0.007.09 release:
[+] The following new features were introduced in the 9.0.007.08 release:
[+] The following new features were introduced in the 9.0.007.07 release:
[+] The following new features were introduced in the 9.0.006.02 release:
[+] The following new features were introduced in the 9.0.005.00 release:
[+] The following new features were introduced in the 9.0.004.02 release:
[+] The following new features were introduced in the 9.0.003.03 release:
[+] The following new features were introduced in the 9.0.002.06 release:
[+] The following new features were introduced in the 9.0.001.04 release:
[+] The following new features were introduced in the 9.0.000.10 release:
[+] The following new features were introduced in the 9.0.000.08 release:
[+] The following new features were introduced in the 8.5.009.03 release:
[+] The following new features were introduced in the 8.5.008.11 release:
[+] The following new features were introduced in the 8.5.008.10 release:
[+] The following new features were introduced in the 8.5.008.08 release:
[+] The following new features were introduced in the 8.5.007.03 release:
[+] The following new feature was introduced in the 8.5.006.07 release:

What's New in Genesys Softphone 9.0.0

06/27/19

  • Genesys Softphone HTTP connector has been improved to meet the requirements of Basic Hardening practices.
  • Genesys Softphone secured communication channels, such as Secured RTP, are now compliant with FIPS 140-2.
  • Genesys Softphone VDI Adapter can now be installed on eLux RP 5 Operating Systems to support Genesys Softphone running in Citrix XenApp or XenDesktop environments.

05/10/19

02/28/19

  • Genesys Softphone can now be deployed in the Citrix XenApp 7 and XenDesktop 7 virtual desktop infrastructures. Deployment requires Genesys Softphone VDI Adapter to be installed on the client workstations. Refer to the Supported OS and the Supported Virtualization system guides for details about the supported versions.
  • Genesys Softphone VDI Adapter is installed as a plugin to the Citrix Workspace App (formerly known as Citrix Receiver) on client workstations to enable Genesys Softphone to be deployed in the Citrix XenApp 7 and XenDesktop 7 virtual desktop infrastructures. Consult the Supported OS and Supported Virtualization system guides for details about the supported versions.

12/21/18

  • Support for TLS, up to version 1.2.

05/31/18

  • Genesys Softphone now supports the UNENCRYPTED_SRTCP parameter per RFC 4568, and also understands "best-effort SRTP" (optional SRTP offer) per RFC 5939, accepting or rejecting SRTP based on the configured security policy.
  • Genesys Softphone now supports Automatic Gain Control for the customer audio stream.

03/17/18

  • Real-time voice quality indicator: The Softphone icon in the system taskbar now notifies user of possible voice quality problem.

What's new in Genesys Pulse for 9.x

Introduced in 9.0.000

  • Genesys Pulse 9.0 is offering advanced alert capabilities to notify supervisors when your service levels are not met or when you agent occupancy is below service objective
    • Ability to configure rule-based alerts with Boolean expression
    • Send email notification when a condition is violated for a given period
  • Genesys Pulse 9.0 is offering more flexibility in showing current agent states within omnichannel contact center to be compliant with labor unions.
    • Ability to break down the current status by media
    • Show / hide agent status icon
    • Show / hide the duration of the agent in this state
    • Show Do-Not-Disturb status
  • Genesys Pulse 9.0 is offering better functionalities helping IT departments and/or service providers size their worldwide Pulse deployment while preventing from performance bottleneck
    • Limit the number of dashboards per user
    • Limit the number of widgets per user
  • Genesys Pulse 9.0 is supporting its community helping them build their own visualizations for real-time insights
    • Empower users to create their own visualization plugin
    • Collect not only the latest snapshot data but also the time series data to build more advanced visualizations
  • Based on the customer feedback and to be more agile in our cloud development, Genesys Pulse 9.0 can no longer be deployed as GAX plugin but supervisors with the right permissions can switch from Pulse to GAX seamlessly. Pulse users are also able to switch from Pulse to more task-driven specific dashboards like Contact Center Advisors.

Localization support

Genesys Pulse supports the following localizations:

  • Arabic: 9.0.003.00
  • Chinese (Simplified): 9.0.003.00
  • Czech: 9.0.003.00
  • French: 9.0.003.00
  • French Canadian: 9.0.003.00
  • German: 9.0.003.00
  • Italian: 9.0.003.00
  • Japanese: 9.0.003.00
  • Korean: 9.0.003.00
  • Polish: 9.0.003.00
  • Portuguese: 9.0.003.00
  • Russian: 9.0.003.00
  • Spanish: 9.0.003.00
  • Turkish: 9.0.003.00

New in AICS 9.0.015.03/ASC 9.0.015.04/URS Strategy Subroutines 9.0.015.00 (07/19/2019)

  • The NGINX container is no longer included in AICS. Previously, NGINX was provided as a convenience for use in internal and/or pre-production environments.
  • This release enables you to log scoring details that you can then use to monitor and better understand the scoring process and outcomes. This release also includes scripts to clean up unneeded score logs from MongoDB. To how to turn on score logging, for information about what is logged, and for the cleanup script, see View the Scoring Logs.
  • New API endpoints have been added, enabling you to use the MinIO container to upload Agent Profile and Customer Profile data. Previously, only Dataset data used the MinIO container, which provides a performance improvement over the data_upload worker alone. For details about these new endpoints, see the Predictive Routing API Reference, which you can access from a link on this page. (Requires a password for access. Please contact your Genesys representative if you need to view this document.)
  • The GPR API now returns a file_path parameter in the response message when you request a presigned URL, which replaces the uploaded file name. You must now pass this file_path parameter in requests to create Datasets or the Agent Profile or Customer Profile instead of the uploaded file name, used in previous releases. For details, see the Predictive Routing API Reference, which you can access from a link on this page. (Requires a password for access. Please contact your Genesys representative if you need to view this document.)
  • The GPR web application has enhanced security by logging out inactive users.
  • GPR now accepts only CSV and zipped CSV files for upload to Datasets, the Agent Profiles, and the Customer Profile. JSON file uploads are no longer supported.
  • The numeric datatype now replaces both float and integer datatypes in Agent and Customer Profiles. This change resolves confusion about when to use float and integer datatypes.
    This is a breaking change from previous releases of AICS and Agent State Connector (ASC). If you upgrade either component you MUST also upgrade the other. The following versions are compatible:
    • AICS 9.0.015.03 and higher + ASC 9.0.015.04 and higher.
    • AICS 9.0.015.00 and lower + ASC 9.0.015.01 and lower.
  • Improvement in the queries used to run the Feature Analysis Report improve the speed and reliability with which these reports are generated.
  • The Deployment and Operations Guide now contains complete instructions for configuring HTTPS connections among all GPR components: Configure GPR to Use HTTPS
  • You can now optionally run ASC without a connection to Stat Server. ASC automatically detects whether there is a Stat Server Application in the ASC Application Connections tab. If so, ASC connects as in previous releases. If not, ASC does not connect to Stat Server and does not send agent login status updates to the GPR platform. In this case, AICS receives agent availability information from Universal Routing Server (URS).
  • ASC now validates the values you enter in the include-skills and include-groups configuration options. If ASC detects a skill name or Agent Group specified in these options that does not exist in Configuration Server, ASC triggers a Standard-level log message (Message Server log event number: 60401).
  • A number of subroutines have been introduced or modified. They perform the following functions:
    • The new GPRIxnSetup subroutine initializes all the GPR KVPs with default values, setting with gpmMode to off and gpmResult to 15 (Predictive Routing is turned off or not used for this interaction).
    • The GPRIxnCompleted subroutine has been updated to include the correct value of gpmScoreAboveMedian KVP by comparing the selected agent score with the returned median score.
    • The ActivatePredictiveRouting_v3 and GPRIxnCleanup subroutines have been enhanced to add connection_ids as a URL parameter in the score request and the score_log request, for easier troubleshooting in URS logs.
    • The GPRIxnCleanup subroutine now performs score log and UserEvent (KVP) distribution (previously done in the GPRIxnCompleted subroutine). This subroutine can now correctly identify abandoned interactions and interactions in which GPR was unable to route the interaction and add this information to the score log and the Genesys Info Mart gpmResult KVP, with the values 13 - Call Abandoned and 14 - Call Routing Failed.
  • The URS Strategy Subroutines now send the following new KVPs, which are stored in the Genesys Info Mart database and are available for reporting:
    • gpmAdjustedAgentScore - The final agent score used to route the associated interaction to the selected agent. This score is calculated from the gpmAgentScore combined with any agent occupancy factor.
    • gpmDefaultAgentScore - This default agent score for the associated interaction. The value is the outcome, for this interaction, of the setting specified in the default-agent-score configuration option.
    • gpmDefaultScoredAgents - The number of agents with default scores assigned for an interaction.
    • gpmDefaultScoreUsed - Indicates whether the agent score for the associated interaction is taken from the scoring response returned by GPR or the value of the default-agent-score configuration option.
    • gpmGlobalScoreCount - The number of agents scored using the Global model. This value is the content of the global_scores_count field returned by AICS in the scoring response.
    • gpmInitialScoreThreshold - The initial threshold value used for the interaction, taken from the value set in the score-base-threshold configuration option.
    • gpmFinalScoreThreshold - The final threshold value used to route the associated interaction to the selected agent. The routing strategy calculates the value from the configured score threshold combined with values resulting from any agent holdout options.
    • gpmScoreAboveMedian - Indicates whether the score for the selected agent was better than the median score for the target group.
    • gpmSuitableAgentsCount - The number of agents who had scores greater than or equal to the initial threshold value when the scoring response was received.
    • gpmPredictorType (Reserved for future use)
    • gpmRoutingMethod (Reserved for future use)
    For additional information see the following sources:
  • The gpmResult KVP now includes four new values:
    • 12 - Reserved for future use
    • 13 - Call Abandoned
    • 14 - Call Routing Failed
    • 15 - Predictive Routing is turned off or not used for this interaction
  • The value off was added to the valid values for the gpmMode KVP.
  • The gpmWaitTime value is now calculated using START_TS rather than gpm-ixn-timestamp.
  • The GetActionFilters subroutine was enhanced to identify the list of agents matching the target skill group along with the configured login status expression. This information is also reported in the action filters of the scoring request. This functionality is invoked only when the use-action-filters configuration option is set to false.
  • Two new documentation pages, Routing Scenarios Using GPR and How Does GPR Score Agents? provide detailed discussions of those aspects of GPR functionality.

New in Release 9.0.015.00 (03/26/2019)

  • This release includes an updated and improved version of the Predictive Routing API Reference, which you can access from a link on this page. In particular, there are now cURL request examples for each endpoint.
  • AI Core Services now requires Docker version 18.09.2, which addresses important security issues. See the Release Notes for AI Core Services 9.0.015.00 for important information about the reason for this change and for Docker deployment information.
  • You can now convert a regular account into an LDAP account. A toggle with label LDAP has been added to the Settings > Account update window. To enable LDAP authentication, enter your LDAP credentials and save changes. After that, you must also convert the user accounts for those who should use LDAP authentication. User configuration is done in the Settings > User Management window.
  • This release includes the following improvements to the user interfaces in the GPR web application:
    • A new navigation panel provides a tree view of all Datasets, Predictors, and Models configured for the current Tenant. This tree-view pane is available from the Settings > Datasets and Settings > Predictors windows. Each item in the tree view links to the specified object, enabling easy access to the entire hierarchy of Datasets, Predictors, and Models.
      NOTE: Composite Predictors, which can be built on data from multiple Datasets, are not shown in this tree-view pane.
    • For simplified navigation, breadcrumb links now appear at the top of windows in the GPR web application if you have drilled-down past a top-level window.

New in Release 9.0.014.00 (12/21/2018)

  • You can now upload Dataset, Agent Profile, and Customer Profile data to Genesys Predictive Routing (GPR) from CSV files that use certain legacy encodings (listed below). By default, GPR always assumes the CSV files are encoded with UTF-8. This change applies to uploads using both the GPR web application and the GPR API. The following encodings are supported:
    • UTF-8
    • Shift JIS
    All data returned from GPR uses UTF-8 encoding.
  • GPR has optimized how cardinalities are stored. Cardinalities are now written into a dedicated database collection, so that the cardinalities for each field are stored in their own document. Previously, the cardinalities were stored along with the schema data. With high-cardinality features, this could lead to performance degradation due to additional conversions needed to extract the cardinality data.
  • The schema management workflow for Agent and Customer Profiles has been simplified and streamlined. The Discovered Fields tab has been removed and cardinality counts have been added to the schema view. This change ensures GPR always presents up-to-date Profile information. The schema tab always presented updated information, if available, but the Discovered Fields tab display was generated only once and did not reflect changes to the Profile schema.
  • The explanation for how to configure and interpret the Agent Variance Report has been clarified and expanded.
  • AI Core Services (AICS) now supports deployment in an environment running on a Kubernetes cluster.
  • AICS supports Security Enhanced Linux (SELinux) on CentOS 7.
  • If the ASC configuration contains non-empty values for the new filter-by-skills and/or filter-by-groups configuration options, ASC subscribes to Stat Server for agent statistics only for the agents included in the specified Agent Groups or those satisfying the configured skill expression. If both options are configured, the agents are subscribed for statistics if they either satisfy the skill expression specified in the filter-by-skills option or are included in one of the Agent Groups specified in the filter-by-groups option. This functionality enables you to limit the number of agents monitored by GPR or to use GPR in environments where multiple Stat Servers are deployed to monitor different groups of agents.
  • Agent State Connector (ASC) now supports email interactions, as well as voice.

New in Release 9.0.013.01 (10/25/2018)

  • Dataset handling has been made significantly faster by means of the following improvements:
    • For the initial data upload, this release introduces the Minio container.
    • The Dataset import to MongoDB now uses a multithreaded process.
  • The NGINX container has been removed from AICS. NGINX is an optional load balancer that had been provided only for use only in test environments.
  • The Sizing Guide for Genesys Predictive Routing (GPR) has been entirely reworked and expanded.
  • The explanation for how to use Composite Predictors has been revised and clarified.
  • The GPR web application and GPR API now use the same process to create Agent and Customer Profile schemas. In addition, the instructions for Configuring Agent Profiles have been revised and expanded.
  • The LOG_LEVEL environment variable has been added to the tango.env configuration file. By default, it is set to INFO, which is a minimal logging level, adequate for most circumstances.
  • This release upgrades AICS to Python 3.6 from Python 2.7.
  • AICS now performs automatic cleanup processes which should maintain an adequate amount of free disk space.
  • Memory handling for MongoDB was improved In this release.
  • The Lift Estimation report has been improved, adding Export functionality, the ability to toggle between graph and table displays, and showing the Aggregated view as the first tab listed.
  • This release includes a number of changes to the look and feel of the GPR web application interface, as well as multiple user experience improvements to provide more intuitive workflows and better presentation of information. For a complete list, refer to the AI Core Services Release Note for release 9.0.013.01.
  • This release provides a number of improvements and additions to the GPR API, including the ability to sync and accept Datasets, check job status and support for nesting dictionary fields. For a complete list, refer to the AI Core Services Release Note for release 9.0.013.01 and the Predictive Routing API Reference (Requires a password for access. Please contact your Genesys representative if you need to view this document.)

New in Release 9.0.012.01 (08/23/2018)

  • The Quality column in the Models list table on the Model configuration window now includes a new metric, Local models. The metric displays the number of local models generated for agents in the dataset on which the predictor is built.
  • AI Core Services (AICS) has improved handling of UTF-8 characters. Data ingestion, model training, and analysis reports are all correctly processed for data containing non-ASCII UTF-8 characters.
  • The Genesys Predictive Routing (GPR) API now enables you to run Lift Estimation reports. The API returns a JSON response containing the Lift Estimation results. The resulting report is also automatically available for view from the GPR web application.
  • The GPR API now enables you to run Feature Analysis reports. The API returns a JSON response containing a list of features ordered by weight--that is, by the strength of the impact that feature has on the value of the target metric. The resulting report is also automatically available for view from the GPR web application.
  • The Lift Estimation report now uses the scoring expression configured for the predictor (if any) to decide whether the target metric should be minimized or maximized.
  • You can now configure Agent State Connector (ASC) to monitor the StatAgentOccupancy Stat Server statistic.
  • You can now configure ASC to monitor a subset of the total list of agent groups present in agent profiles.
  • You can now choose to have ASC ignore the following unsupported ASCII characters: [Space], -, <, >.
  • You can now configure ASC to monitor a subset of the total list of skills present in agent profiles.
  • ASC now supports a connection to Stat Server running in single-server mode, without a backup.

New in Release 9.0.011.00 (07/13/2018)

  • This release includes a number of additions to the Predictive Routing API:
    • You can now generate and purge predictor data.
    • You can now create a new predictor by copying an existing one.
    • You can now use GET commands to retrieve dataset and predictor details.
    • The way Predictive Routing recomputes cardinalities when you append data to Agent or Customer Profiles using the API has been improved.
    • You can now retrieve information on the currently deployed platform using the new version endpoint.
  • This release includes the following new supported platforms:
    • Mongo DB 3.6 (requires a special upgrade procedure; see the AI Core Services Release Note for details)
    • Oracle Linux 7.3
  • You can now configure parameters to control password-related behavior such as how often users must change them, blocking users after a specified number of login attempts, and adding a custom message when users are blocked.
  • The audit trail functionality has been improved, to record additional actions and provide the ability to specify how long audit trail records are kept. All actions related to logins, object modification/creation/deletion, and so on, whether performed using the GPR application or the API, are logged.
  • You can configure the Predictive Routing application to display custom messages on the login screen.
  • You can now upload data (agent, customer, and dataset) using zip-archived .csv files.
  • Predictive Routing now correctly recognizes columns with any combination of the following Boolean values: y/n, Y/N, Yes/No. Previously, only columns with true/false and 0/1 values were discovered as Booleans. The identification is case insensitive.

New in Release 9.0.010.01 (05/11/2018)

  • Genesys Predictive Routing complies with GDPR requirements for handling sensitive customer information. The Predictive Routing API has been expanded to provide Read and Delete functions, enabling you to locate and remove user data. For details, refer to Handling Personally Identifiable Information in Compliance with GDPR Requirements in the Genesys Predictive Routing Deployment and Operations Guide and to the Predictive Routing API Reference (access requires a password; contact your Genesys representative for assistance).
  • The Lift Estimation report now offers Advanced Group By functionality, which provides more flexibility in customizing the report. For details, refer to the Lift Estimation Report Overview in the Genesys Predictive Routing Help.

New in Release 9.0.009.00 (03/28/2018)

  • Journey Optimization Platform (JOP) was renamed to AI Core Services (AICS).
  • When generating the Lift Estimation report, Predictive Routing now provides the option to produce a report for each unique value for a selected column (feature). Previously, any feature with a cardinality of more than 20 was excluded, which meant that you could not produce reports with a granularity higher than 20 unique features.
  • The agent pool for lift estimation is now constructed on a per-day basis for the interactions in the dataset. Previously, you might have observed a negative lift for higher agent availability or an unexpectedly high lift for low agent availability due to overcorrection caused by a mismatch between the input sample size and the actual sizes encountered through daily simulation.
  • Predictive Routing now supports LDAP authentication when logging in.

New in Release 9.0.008.00 (03/05/2018)

  • You can now enable Predictive Routing to look up updated values for certain agent attributes, based on customer or interaction attributes during a scoring request. For instance, you can look up agent performance by virtual queue, enabling you to evaluate the agent’s previous performance when handling interactions from that queue. This avoids comparing agent performance for a specific queue against other agents who handle interactions from a different mixture of virtual queues.
  • You can now view an entire Agent Profile or Customer Profile record from the Agents Details and Customers Details tabs or an entire record on the Datasets Details tab. Click a single record to open a new window containing a table with all the related key-value pairs.
  • Agent State Connector now supports connection to a secured Configuration Server port and TLS 1.2 connections to Stat Server.
  • You can now configure Agent State Connector to automatically create an Agent Profile schema, if none exists, or to verify the existing schema.
  • You can now have Agent State Connector collect call connId data from Stat Server and write it to the Agent Profile schema for use in Predictive Routing.
  • Agent State Connector is now supported on Windows. For exact versions supported, see the Genesys Supported Operating Environment Reference Guide.
  • Predictive Routing now supports datasets of up to 250 columns for predictor data generation, model training, and analysis.
  • Model training speed has been considerably improved.
  • Predictive Routing now provides progress indicators when loading predictor data and generating predictors. The progress indicators show the percent complete and the number of data rows already loaded.
  • The maximum supported cardinality for the Group By functionality in the Lift Estimation report has been increased to 20. All features with cardinalities between 1 and 20 are now available in the Group By selection menu.
  • You can now enter a maximum value of 500 simulations in the Lift Estimation analysis report settings. This prevents you from entering numbers too large to efficiently analyze and which can lead to an out-of-memory situation. The Number of Simulations field accepts any value larger than 0 and less than or equal to 500.
  • Predictive Routing now provides a text search field for use when selecting attributes for analysis.

New in Release 9.0.007.01 (01/05/2018)

  • The user interface and the documentation have been updated to reflect the product name change from Genesys Predictive Matching to Genesys Predictive Routing.
Important
For now, the following Genesys Predictive Routing components retain "Predictive Matching" as a part of the component name: Predictive Matching - Agent State Connector, Predictive Matching - Composer Strategy Subroutines, and Predictive Matching - URS Strategy Subroutines.

New in Release 9.0.007.00 (12/22/2017)

  • The product name has changed from Genesys Predictive Matching to Genesys Predictive Routing. This change is not yet reflected in the application interface or in the documentation.
  • Genesys Predictive Routing now supports both single-site and multi-site HA architectures.
  • Genesys Predictive Routing now supports historical reporting, provided by the Genesys Reporting solution. The following reports are available in Genesys Interactive Insights/GCXI: Predictive Routing AB Testing Report, Predictive Routing Agent Occupancy Report, Predictive Routing Detail Report, Predictive Routing Operational Report, and Predictive Routing Queue Statistics Report.
  • Two new real-time reporting templates are available for use in Pulse dashboards: Agent Group KPIs by Predictive Model and Queue KPIs by Predictive Model.
  • Two new analysis reports have been added to the Genesys Predictive Routing application: Agent Variance and Lift Estimation.
  • The Model creation interface now includes additional model quality and agent coverage reporting.
  • The Feature Analysis report, the model creation and training functionality, and the dataset import functionality have been improved to handle large datasets.
  • You can now combine simple predictors to create composite predictors.
  • Health checks and monitoring have been improved for both Journey Optimization Platform (JOP) and Agent State Connector (ASC). ASC now enables you to set alarms if there are persistent connection issues with Configuration Server or Stat Server.

New in Release 9.0.006.00 (09/26/2017)

  • You can now deploy the Journey Optimization Platform (JOP) in Docker containers.
  • This release includes updates to the Predictive Matching web interface for improved usability and rebranding.
  • This release includes context-sensitive Help.
  • You can now update and retrain models that have not yet been activated. You can also make changes to activated models by cloning them, editing the parameters, then activating the new model in place of the old one.
  • Agent State Connector and the Strategy Subroutines components can be deployed in a high availability configuration.
  • Predictive Matching now supports HTTPS.
  • Predictive Matching now supports TLS 1.2 encryption. Support for TLS 1.1 has been discontinued.
  • Routing using Predictive Matching can now take agent occupancy into account when selecting the best target.
  • The workflow for creating Predictors has been made more logical and straightforward.
  • Users can now reset their passwords from the Predictive Matching web interface.

New in Release 9.0.005.00 (06/27/2017)

  • Predictive Matching now provides REST APIs for scoring, agent profile updates, and customer profile updates.
  • Predictive Matching now supports strategies created in Composer and processed by Orchestration Server (ORS). These strategies utilize common Universal Routing Server (URS) subroutines to store scores returned from the scoring server and to set callback functions in URS.
  • Schema modification has been extended to enable manual creation of fields not included in an imported dataset. This extended functionality also enables discovery of additional fields by uploading further data and thereby extending the schema.

New in Release 9.0.004.04 (03/28/2017)

  • Extended datasets functionality now includes built-in analysis capabilities to make data exploration and feature analysis more straightforward without requiring customers to first build a predictive model.
  • Customer profile data can now be loaded to the platform by means of a REST-API and joined at run time for scoring. This simplifies the integration requirements for deploying Predictive Matching, requiring less modification to existing routing strategies or run time CRM integrations.
  • Predictive Matching now enables logging of routing decisions, required for accurate A/B testing, to JOP rather than Genesys Info Mart. This simplifies Predictive Matching deployment, by removing the need to make changes to Interaction Concentrator and Genesys Info Mart to support Predictive Matching.
  • The new Predictive Matching Help now opens when you click the Help link in the Predictive Matching interface.

New in Release 9.0.003.00

  • Improvements to the analytics and reporting functionality:
    • Reports can now indicate whether a predictive score was generated (that is, A/B testing), and whether it was interleaved, or time-divided.
    • The range of visualization on the Reporting Dashboard page has been improved.
    • Predictive Routing can now perform analysis and data discovery on factors driving the KPI that is being optimized.
  • You can now upload data sets in CVS format, enabling you to have Predictive Routing analyze the data, define predictors based on it, and report on it. You can use these data sets for model training and testing, and you can calculate statistics for correlation and cardinality from them.
  • Self-service predictor management and model creation. Note the following properties of predictors and models:
    • You can have multiple models built from one related data set.
    • You can only use a predictor to optimize a single metric (that is, a column in the data set); each model under the same predictor optimizes the same metric.
    • You can use a subset of features from the data set to define a predictor.
    • A predictor can be based on a subset of data (such as a time range, or a subset created by filtering data set column values).
    • Once you define a predictor, you can append new data to its underlying data set.
    • A predictor can use any source of data matching the source data set schema to retrain and update models.

New in Release 9.0.000.00

  • Routing subroutine support to score agents in agent-surplus mode, where there are more agents in ready status than interactions requiring agent handling. Agents can be scored on various criteria you configure so that interactions go to the most suitable agent.
  • Routing subroutine support to score agents in customer-surplus mode, where more customer interactions are waiting in queue than there are available agents. Interactions are scored based on criteria you define so that customers you consider highest priority are handled first.
  • Logging, monitoring, and alarm capabilities.
  • Ability to combine various criteria for scoring agents or interactions for suitability, leading to a more nuanced matching of agents and interactions.
  • Fault­ Tolerance. If Predictive Routing is unavailable, or if a Predictive Routing strategy subroutine takes more than a specified amount of time to process an interaction, the routing strategy defaults back to standard behavior.


The following new features were introduced in the 9.0.006.03 release:

[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''

The following new features were introduced in the 9.0.005.04 release:

[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''

The following new features were introduced in the 9.0.005.02 release:

[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''

The following new features were introduced in the 9.0.004.08 release:

[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''

The following new features were introduced in the 9.0.003.06 release:

[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''

The following new features were introduced in the 9.0.002.09 release:

[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''

The following new features were introduced in the 9.0.001.04 release:

[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''

The following new features were introduced in the 9.0.000.15 release:

[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''

|New=

New in 9.0.104.00

  • Intelligent Automation is now fully integrated with Google Dialogflow. This latest AI integration enables conversation powered by machine learning and natural language understanding to take place between customers and chat bots.
    Refer to the Natural Language AI Integration page in the Intelligent Automation Help manual for more information.
  • Support for Windows Server 2016.

New in 9.0.103.00

  • Natural Language Menu modules now include an Intents List tab, which displays all Intents associated with a Dialog Engine domain. Use the Intents List tab to map each Intent to a module, and Intelligent Automation will create or update an application's callflow accordingly.
    For more information, refer to the Integrating Dialog Engine page in the Intelligent Automation Deployment Guide.
  • Intelligent Automation now supports two types of two-factor authentication in self-service applications:
    • Internal authentication - Intelligent Automation generates a code internally and delivers the code to the user's verified email address or phone number (SMS).
    • External authentication - Customers use their own systems to verify a user.
    For more information about this feature, refer to the Two-Factor Authentication page in the MicroApps section of the Intelligent Automation Help manual.

New in 9.0.102.00

  • You can now create chat personas for use in chat-based applications.
  • Visual elements within the user interface have been rebranded to align with the latest Genesys design standards. This includes visual enhancements to the login screen and color changes to UI elements such as buttons, toggles, menus, text fields, and icons.
    These visual changes do not impact functionality.
  • Intelligent Automation now supports rich media in the chat channel. This includes the ability to enhance chat messages with images, videos, buttons, rich text, and hyperlinks.
  • Support for OpenJDK 8.
  • Changes to TLS support include the following:
    • Intelligent Automation no longer supports SSLv2, SSLv3, or TLS 1.0 as a default supported protocol.
    • Intelligent Automation now supports secure communication using only TLS 1.1 and TLS 1.2 by default.
    If you require TLS 1.0 or any other configuration, you must explicitly specify it in the HttpClient.Security.SupportedProtocols default server setting. This will override the default.

New in 9.0.101.00

  • You can now add multiple retry and timeout prompts to Menu, Question, and Recording blocks.
  • You can now use TLS v1.2 connections with Genesys servers. Refer to the migration procedure in the Genesys Intelligent Automation Migration Guide for more information.
  • Support for Microsoft SQL Server 2016 and Microsoft SQL Server 2017 databases. See the Supported Operating Environment: Genesys Intelligent Automation page for more detailed information and a list of all supported databases.
  • Integration Hub processes now allow underscores in their names. Previously, using underscores in names caused an error.

New in 9.0.100.02

  • VoiceBots (previously known as Cognitive IVR) uses Google Cloud Speech-to-Text to improve the performance of natural-language interfaces such as Dialog Engine. VoiceBots makes it easier for callers to use spoken natural-language phrases to navigate through a Genesys Intelligent Automation application.
    Important
    The VoiceBots feature is currently part of the Early Adopter Program (EAP). For more information, contact Product Manager Jonathan McKenzie.
  • You can now use Personas with the Dynamic Menu builder product, which allows you to configure display labels for digital channels and separate lists of recognition phrases for voice channels.
  • Support for Microsoft SQL Server 2017 databases. See the Supported Operating Environment: Genesys Intelligent Automation page for more detailed information and a list of all supported databases.
  • The plugin for Bot Gateway Server now calls directly from the Bot Gateway Server driver (on Digital Messaging Server) to the Intelligent Automation VUI Server, bypassing the Intelligent Automation Messaging Server.
  • Connections to other Genesys servers (for example, Configuration Server or Interaction Server) now use Genesys ADDP functionality.

New in 9.0.004.01

As of September 25, 2018, this release is no longer available. A critical issue was discovered during testing. If you’ve already downloaded the software, please refer to the Knowledge Article on the Customer Case site.

New in 9.0.003.00

  • Genesys Intelligent Automation now supports Apple Business Chat.
  • The Hiveoff process can now assign one of two new levels of severity to SNMP traps generated when failing: SEVERITY_MAJOR and SEVERITY_CRITICAL.

New in 9.0.002.00

  • Genesys Intelligent Automation is now General Data Protection Requirement (GDPR) compliant.

New in 9.0.001.01

  • Genesys Intelligent Automation can now be used in a PureConnect environment.
  • You can now specify proxy servers when configuring outbound HTTP/HTTPS requests from a dialog flow or Integration Hub Process.

New in 9.0.000.01

  • A user can now see all the call data stored in the database for a particular journey.
  • The passwords for the core and reporting databases can now be encrypted, to lessen the risk of unauthorized users accessing the data.
  • Genesys Intelligent Automation can now use the Genesys Dialog Engine (in chat sessions only) to accept natural-language responses, making it easier and less error-prone for a user to respond to a prompt. Dialog Engine can also navigate through Genesys Intelligent Automation call flows more efficiently by recognizing information that was already provided by the user in compound responses, and by anticipating what the user wants based on his or her responses.
  • Integration Hub (iHub) users can now specify database connections (JDBC Data Source Configurations), and iHub handles the creation and maintenance of database connection pools to allow efficient access to the required data.
  • Genesys Intelligent Automation now supports open-source Database Management Systems (DBMS) for its core and reports databases. Currently, the following open-source DBMS are supported:
    • PostgreSQL 10 for the core database only.
    • Elasticsearch 5.6.4 for the reports database only.
  • Genesys Intelligent Automation applications that use chat bots can now interact with clients using SMS (Short Message Service) communications.
  • Integration Hub processes now come with default success and error response templates.
  • You can now click a company name in the Administration > Companies tab to switch to using that company.
  • Fuzzy matching in digital channels now include questions that use Grammar Builder.

What's new in Genesys Info Mart for 9.0

Introduced in 8.5.014.14 (8/30/2019)

Genesys Info Mart is part of 9.0 starting with release 8.5.014.14 on August 30, 2019.

Introduced in 8.5.014.09

The following new features were added in the 8.5.014.09 release.

  • Support for the following operating environments. See the Genesys Info Mart page in the Supported Operating Environment Reference for more detailed information.
    • Oracle Linux 7 operating system
    • OpenJDK 11
  • Support for Chat Thread reporting (available only in Cloud deployments with Advanced Chat).

Introduced in 8.5.012.15

The following new features were added in the 8.5.012.15 release.

  • Support for reporting on Co-browse sessions — In Genesys Cloud deployments with Co-browse Server 9.0.003.02 or higher, Genesys Info Mart now supports reporting on Co-browse sessions. Co-browse data is populated in the COBROWSE_* tables that were originally added to the Info Mart schema in release 8.5.011.14.
  • Outbound Contact reporting extended to unattempted records — In Outbound Contact deployments with CX Contact release 9.0.000.09 or higher, Genesys Info Mart now supports reporting on contact list records that were suppressed from an outbound campaign. New LDR_* tables in the Info Mart database are populated with data that Genesys Info Mart obtains from CX Contact through Elasticsearch. The new tables supplement existing reporting about campaign activity and calling list usage sourced from Outbound Contact Server (OCS) through ICON.
    Genesys Info Mart support for CX Contact reporting on unattempted records is defined out-of-box and cannot be customized.
    For links to more information, see New in Release 8.5.012 in the Genesys Info Mart Deployment Guide.

Introduced in 8.5.011.18

The following new features were added in the 8.5.011.18 release.

  • Support for obtaining reporting data from Kafka — Genesys Info Mart now supports obtaining reporting data from Genesys applications via Apache Kafka. Support for reporting data from Kafka-enabled applications is predefined and cannot be customized. A new Genesys Info Mart configuration section, kafka-<cluster-name>, contains options providing the connection and topic information that enable Genesys Info Mart to function as a Kafka consumer.
    The first two producer applications that plan to use Kafka are Bot Gateway Server (BGS) and Genesys Co-browse (GCB). When Kafka-enabled releases of BGS and GCB are available and the Kafka-related Genesys Info Mart configuration options have been set, the BGS and COBROWSE tables in the Info Mart database will be populated with data from Kafka.
  • Genesys Info Mart now supports reporting on outbound call flows in SIP Cluster deployments where SIP Server can disable recording and monitoring.

Introduced in 8.5.011.14

The following new features were added in the 8.5.011.14 release.

  • Support for async chat reporting — Support for chat session reporting has been extended to include detailed reporting on asynchronous (async) chat sessions. New columns in the CHAT_SESSION_FACT and CHAT_SESSION_DIM tables store async chat statistics. In deployments that include Reporting and Analytics Aggregates (RAA) release 8.5.005 or higher and Genesys CX Insights (GCXI) release 9.0.007 or higher, new aggregate (AGT_CHAT_*) tables in the Info Mart database provide the summarized session data required to populate out-of-box async chat dashboards.
    For links to more information about Genesys Info Mart support for async chat reporting, see the Genesys Info Mart Release Note for release 8.5.011.14.
  • Support for Transport Layer Security (TLS) 1.2 — Genesys Info Mart supports TLS 1.2 to secure connections with other Genesys applications at the host, port, or application level. For full information, see Secure Connections (TLS) in the Genesys Security Deployment Guide and Secure connections using TLS in the Platform SDK Developer's Guide.
  • Additional schema changes — This release includes additional schema-related changes to improve user-data processing and to prepare support for new areas of reporting. For more information, see the "New in Release 8.5.011.14" section in the Genesys Info Mart Physical Data Model for your RDBMS.

Introduced in 8.5.011

The following new features were added in the 8.5.011 release.

  • Support for chat reporting — In eServices deployments with Chat Server release 8.5.203.09 or later, Genesys Info Mart supports detailed reporting on Genesys Chat sessions. In deployments that include Bot Gateway Server (BGS) release 9.0.002 or later, Genesys Info Mart also supports reporting on chat bot activity. (BGS is currently available only in restricted release.)
    New CHAT_* and BGS_* fact and dimension tables in the Info Mart database store session statistics and BGS-related data. In deployments that include Reporting and Analytics Aggregates (RAA) release 8.5.003 or later and Genesys CX Insights (GCXI) release 9.0.005 or later, the new tables enable out-of-box chat session reports and a chat bot activity dashboard.
    For links to more information about Genesys Info Mart support for chat reporting and about enabling historical reporting for chat sessions and chat bots, see the Genesys Info Mart Release Note for release 8.5.011.02.

Introduced in 8.5.010.16

The following new features were added in the 8.5.010.16 release.

  • Support for General Data Protection Regulation (GDPR) compliance has been extended to employee requests. The scope of the CTL_GDPR_HISTORY history table has been similarly extended. Additionally, the UPDATE_AUDIT_KEY column was added to the CALLBACK_FACT, GPM_FACT, and SDR_* fact tables. For more information about the CTL_GDPR_HISTORY history table and other schema changes in release 8.5.010.16, see the “New in This Release” page in the Genesys Info Mart Physical Data Model for your RDBMS.

Introduced in 8.5.010

The following new features were added in the 8.5.010 release.

  • Support for General Data Protection Regulation (GDPR) compliance — To enable customers to comply with Right to Access (export) or Right of Erasure ("forget") requests from their customers ("consumers"), Genesys Info Mart reports or redacts customer-specified personally identifiable information (PII) stored in Info Mart fact tables. The daily Info Mart database maintenance job, Job_MaintainGIM, automatically processes new GDPR requests, which customers provide in tenant-specific JSON files. For more information about Genesys Info Mart support for GDPR compliance, see General Data Protection Regulation (GDPR) and Genesys Info Mart Support for GDPR in the Genesys Security Deployment Guide.

Introduced in 8.5.009.20

The following new features were added in the 8.5.009.20 release.

  • Enhanced Callback reporting — Two new dimension tables (CALLBACK_DIAL_RESULTS and CALLBACK_DIM_4) and a number of new CALLBACK_FACT table columns extend support for Callback reporting by providing more data about dialing attempts and dial results. For detailed information about the schema changes, see the Physical Data Model for your RDBMS. For more information about the KVPs that enable callback reporting, see the Callback Solution Guide.
  • Support for Elasticsearch version 5.0+ via RESTful API — In preparation for future support (on premises deployments) for reporting on applications that do not send data to Genesys Info Mart through ICON, Genesys Info Mart now supports use of the Elasticsearch REST API client to retrieve data from an Elasticsearch 5.0 or later database. A new configuration section in the Info Mart application, [elasticsearch-<data-source-id>], and new configuration options, client and No results, enable you to specify the Elasticsearch cluster that Genesys Info Mart will use to retrieve data from the data source identified by <data-source-id>.

Introduced in 8.5.009

The following new features were added in the initial 8.5.009 release.

  • Support for Genesys Predictive Routing (GPR) reporting — Genesys Info Mart now supports reporting on GPR usage and the impact of predictive routing on agent and interaction-handling KPIs for voice, web, and mobile channels. Genesys Info Mart support for GPR reporting is provided out-of-box, provided that GPR has been configured to send the required KVPs in UserEvents and that ICON has been configured to store those KVPs. New GPM_* tables in the Info Mart schema store GPR-related data. For more information, see the Genesys Info Mart Physical Data Model for your RDBMS.

Introduced in 8.5.008.29

The following new features were added in the 8.5.008.29 release.

  • Genesys Designer reporting enhancements — New SDR_SURVEY_* tables (SDR_SURVEY_FACT, SDR_SURVEY_QUESTIONS, SDR_SURVEY_ANSWERS) support reporting on post-call surveys for interaction flows that involve applications developed with Genesys Designer. (Genesys Designer is supported in certain Cloud deployments.) For more information, see the Genesys Info Mart Physical Data Model for your RDBMS.

Introduced in 8.5.008

The following new features were added in the 8.5.008 release.

  • Support for the Microsoft Windows Server 2016 operating system. See the Genesys Info Mart page in the Supported Operating Environment Reference for more detailed information and a list of all supported operating systems.

Introduced in 8.5.007

The following new features were added in the 8.5.007 release:

  • Deployment simplification and maintenance improvements — The following enhancements reduce resource requirements and effort for deployment and maintenance.
    • The restriction that there must be separate IDBs for Voice and Multimedia has been relaxed. The topologies that Genesys Info Mart supports now include one ICON and one IDB for all data domains. For more information, see Supported Topologies in the Genesys Info Mart Deployment Guide.
    • Job_InitializeGIM, Job_ExtractICON, and Job_MigrateGIM now automatically create missing IDB views as well as indexes required for the applicable DAP role(s). It is no longer necessary for users to run update_idb_*.sql scripts manually. In addition to streamlining and expediting execution of the initialization and migration jobs, the maintenance improvements mean that missing indexes or views will not interrupt Job_ExtractICON by causing Genesys Info Mart to go into the migration state until IDB is updated.
    • A new configuration option, on-demand-migration in the [schedule] section, enables you to configure Genesys Info Mart to run Job_MigrateGIM automatically when required. Previously, Genesys Info Mart entered the migration state if the Info Mart database schema needed to be upgraded following Genesys Info Mart Server migration, and manual intervention was required in order to run Job_MigrateGIM to migrate the database, before ETL functioning would resume.
      Important
      Genesys does not recommend enabling migration on demand unless policies and procedures are in place to ensure that essential pre-migration and post-migration steps are also performed without manual intervention — for example, frequent database backup and re-creation of read-only views following migration.
  • User data enhancement — In deployments that use ICON 8.1.512.08 or higher, Genesys Info Mart now supports storage of e-mail subjects up to 1024 characters. You can also store up to 1024 characters in fields with character data types in custom user data fact tables, provided that you defined these fields correctly in the user-data template script. Previously, the limit was 255 characters.
  • Unicode characters support on Microsoft SQL Server — Genesys Info Mart support for data storage in multiple languages has been extended to Microsoft SQL Server. A new database-creation script (make_gim_multilang.sql or make_gim_multilang_partitioned.sql) uses nvarchar instead of varchar data types to enable you to take advantage of Unicode characters in Microsoft SQL Server deployments, provided that ICON and Genesys Configuration Layer components have been configured as required (see Configuring for Multi-Language Support in the Interaction Concentrator Deployment Guide).
    Important
    There is no migration path from an existing Info Mart database to a Unicode database.
  • Gapless mediation reporting improvement — In eServices deployments, a new option, show-non-queue-mediation-mm, enables you to configure Genesys Info Mart to eliminate gaps in mediation reporting. The option does this by providing additional, non-queue MSFs to cover the time that a multimedia interaction is in mediation but is not in an Interaction Queue for which there is an MSF. The Interaction Queue MSFs, together with the non-queue MSFs, now always provide complete coverage of the mediation time up to first handling, since Genesys Info Mart always creates an MSF for the first Interaction Queue that an inbound interaction enters. However, there might still be gaps in mediation following first handling, in scenarios where the first Interaction Queue that the interaction enters during subsequent mediation is not represented in Genesys Info Mart (because of the value that is set for the populate-mm-ixnqueue-facts option). If your deployment uses virtual queues and gapless mediation reporting is enabled (show-non-queue-mediation-mm=true), virtual-queue MSFs overlap with the non-queue MSFs.

    The new option replaces expand-mediation-time-for-gaplessexpand-mediation-time-for-gapless, which has been discontinued. Previously, when expand-mediation-time-for-gapless=true, Genesys Info Mart adjusted the durations of Interaction Queue and virtual queue MSFs to eliminate gaps in mediation reporting. For more information, see the discussion about MEDIATION_DURATION on the Populating Mediation Segments page in the Genesys Info Mart User’s Guide, as well as the extended description of the show-non-queue-mediation-mm option.

  • New command-line parameter — A new -V command-line parameter displays the software version and related information, without starting Genesys Info Mart Server. You can use either an uppercase letter (V) or lowercase letter (v).

Introduced in 8.5.006

The following new features were added in the 8.5.006 release:

  • New user-data propagation rule — A new propagation rule, IRF_ROUTE, enhances the flexibility of user-data reporting by storing the final KVP value that is present during mediation of an interaction.

  • Enhanced outbound fact reporting — In eServices outbound scenarios where an outbound interaction is originated outside the scope of eServices (for example, by OCS) and is placed into an Interaction Queue, and then is handled and sent by a strategy without agent involvement, an IRF record is now created to record the strategy's handling of the interaction.

  • Enhanced dialing target reporting — For voice interactions, if an IRF row represents a resource initiating an interaction or consultation, a new IRF column (TARGET_ADDRESS) records the target media address that received the interaction or consultation.

Introduced in 8.5.005

The following new features were added in the 8.5.005 release:

  • Genesys Callback reporting — Genesys Info Mart now supports reporting on Genesys Callback activity on voice, web, or mobile channels, in deployments with Genesys Mobile Services (GMS). Genesys Info Mart support for Genesys Callback reporting is provided out-of-box.

    Callback applications provide Callback-related data that Genesys Info Mart processes and stores in dedicated CALLBACK_* tables, which were initially introduced in an earlier Genesys Info Mart release.

    Genesys Callback reporting requires Interaction Concentrator 8.1.506.07 or higher and GMS 8.5.105.12 or higher, with Genesys Callback properly configured.

  • Data Export — A new job, Job_ExportGIM, enables you to incrementally export data from the Info Mart database into .csv files. The job exports data from the dimensional model fact and dimension tables, including custom fact extension tables, and creates a .zip archive containing individual .csv files for each table. This Data Export functionality is available for Genesys Cloud deployments; contact your Genesys representative for more information.

Introduced in 8.5.004

The following new features were added in the 8.5.004 release:

  • Focus Time reporting — Genesys Info Mart now supports reporting of agent focus time. Focus time is calculated by Genesys Workspace Desktop Edition (WDE). For more information, see Focus Duration in the Workspace Desktop Edition Deployment Guide.

    Multiple interactions can be active on an agent desktop, but only one interaction has the agent's focus at any given moment. For each of an agent's active interactions, the focus time indicates the total amount of time the agent was focused on that particular interaction.

    To support this functionality, you require WDE release 8.5.112.08 or higher and Interaction Concentrator release 8.1.507.06 or higher.

    For information about the database schema changes that support this functionality, see Focus time reporting in the Genesys Info Mart Release Note.
  • Reporting on multiple routing attempts — In deployments with the SIP Server configuration option divert-on-ringing set to false, Genesys Info Mart now associates multiple routing attempts with the same mediation in scenarios when multiple attempts are made to route a call from a virtual queue. The same MEDIATION_SEGMENT_ID value is used in the IRF records for all routing attempts. The technical result of Redirected/RouteOnNoAnswer is reported for all but the last routing attempt, if the attempts were unsuccessful.

    To support this functionality, you require SIP Server release 8.1.102.13 and Interaction Concentrator release 8.1.509.07. While no changes are required in Genesys Info Mart configuration, you must enable two Interaction Concentrator configuration options, use-server-partyuuid and ring-divert.

  • Indicating which party ended chat — Genesys Info Mart now stores data that enables you to determine who ended a chat session. To support this functionality, you require Interaction Concentrator release 8.1.507.06 or higher. For information about the database schema changes that support this functionality, see Indicate which party ended chat in the Genesys Info Mart Release Note.
  • ASM engage duration reporting — In Outbound VoIP environments, with Outbound Contact campaigns running in an Active Switching Matrix (ASM) dialing mode, the time that the engaged agent waits to be connected to the customer (ASM engage duration) is now reported separately from regular talk time:
    • Two new columns, ASM_COUNT and ASM_ENGAGE_DURATION, have been added to the INTERACTION_RESOURCE_FACT (IRF) table.
    • A new configuration option, No results, in the [gim-etl-populate] section controls population of the new columns.
    • The GSW_CALL_TYPE key has been added to the list of Outbound Contact KVPs in the attached data specification sample, ccon_adata_spec_GIM_example.xml.
  • Translation Support—Through Genesys Info Mart Manager, which is included on the Genesys Info Mart CD, Genesys Info Mart supports the following language packs:
    • French (Canada): Genesys Info Mart Manager 8.5.004.01

Introduced in 8.5.003

The following new features were added in the 8.5.003 release:

  • Tenant metric enhancements — This release introduces a number of enhancements that allow Tenant metrics to include active multimedia interactions that have not yet been handled:
    • Two new columns, ANCHOR_ID and ANCHOR_SDT_KEY, are added to the INTERACTION_FACT table.
    • Genesys Info Mart creates an MEDIATION_SEGMENT_FACT (MSF) record for the first Interaction Queue that an inbound interaction enters, even if the populate-mm-ixnqueue-facts configuration option is set to false (which is the default value). Because of this change in MSF population, at least one record in either INTERACTION_RESOURCE_FACT (IRF) or MSF table now represents an active multimedia interaction.
    • Note: In deployments with populate-mm-ixnqueue-facts = false, custom reports might need to be modified to exclude the first Interaction Queue activity.

    • Two new configuration options are added to the [gim-etl] section of the Genesys Info Mart Application to enable user data storage for all mediation resources, link-msf-userdata-voice (for voice mediations) and link-msf-userdata-mm (for multimedia mediations). The default value for these two options is false.
    • Note: Because storing extra user data can have performance implications, Genesys recommends that you use these options only when absolutely required. In many deployments you can instead specify link-msf-userdata for the desired queues.

    • The default value of the expand-mediation-for-gapless option, in the [gim-transformation] section, has been changed from false to true. This change ensures that there is no gap during user data collection for mediations of active multimedia interactions that have not yet been handled.
  • Multimedia processing improvement — In eServices deployments, Genesys Info Mart now correctly processes scenarios that include a late reply to an e-mail interaction. When a multimedia interaction that represents the reply is created after the parent interaction has already been terminated, the transformation job now processes the child interaction as a separate interaction. In this scenario, the transformation job creates a new record in the INTERACTION_FACT table with a new INTERACTION_ID value. If the parent interaction has not been terminated, the child interaction uses the same INTERACTION_ID value as the parent interaction. Previously, the metrics related to a late reply could be lost because the transformation job might have discarded the child interactions during processing.
  • Unicode characters support — For deployments with Oracle and PostgreSQL RDBMS, this release of Genesys Info Mart adds supports for data storage in multiple languages. To take advantage of Unicode characters, the Info Mart database must be created with UTF-8 encoding. To enable this functionality on Oracle, the fields with the varchar data types now use the explicit CHAR character length semantics.
  • Reporting on Hunt Group call distribution — Genesys Info Mart now supports reporting on Genesys SIP Server calls that are distributed through Hunt Groups with parallel or sequential distribution strategy. For accurate data representation, Interaction Concentrator release 8.1.504.04 or later is required.
  • Purging enhancement — The maintenance job now purges configuration fact data from GIDB and relevant fact tables. A new configuration option, days-to-keep-cfg-facts, sets the retention policy for configuration fact data.
  • Visibility of Aggregation status — For deployments that include Reporting and Analytics Aggregates (RAA), Genesys Info Mart Manager (GIM Manager) now displays Aggregation latency in the ETL status view.
    Note: This feature requires the new type of data storage available in RAA release 8.1.400.23 or later (aggregate data formerly stored in tables with the prefix AG2_* is now stored in tables with the prefix AGT_* and is presented through views with the prefix AG2_*).
  • Reporting on Post-Call Survey user data — For the deployments that rely on Genesys Info Mart for reporting on Post-Call Survey user data, two new scripts are added to the Genesys Info Mart installation package:
    • make_gim_post_call_survey.sql — for use with nonpartitioned databases
    • make_gim_post_call_survey_partitioned.sql — for use with partitioned databases

Introduced in 8.5.002

The following new features were added in the 8.5.002 release:

  • Reporting on media-neutral agent states — Genesys Info Mart now optionally reports the summarized states for each agent across all media—referred to as media-neutral agent states. To populate media-neutral agent states, Genesys Info Mart takes already transformed summarized states for each media as the source data. The highest-priority state in effect for any of the agent's media is reported as the media-neutral state for the agent. A new configuration option, populate-media-neutral-sm-facts in the [gim-etl-populate] configuration section, which is set to false by default, controls reporting on media-neutral agent states. A new fact table, SM_MEDIA_NEUTRAL_STATE_FACT, stores the media-neutral agent states.
  • Gapless mediation reporting — In eServices deployments in which routing activities are performed without the use of Virtual Queues, an optional capability allows you to report on routing activities without gaps in mediation time.
  • Enhanced visibility of ETL status — Genesys Info Mart now provides information about latency for each functional area. Latency, which is expressed in the hh:mm:ss format, reflects the time elapsed since the occurrence of the last contact center event for which reporting data has been successfully stored in the Info Mart database. Access these details in Genesys Info Mart Manager release 8.5.0, using the ETL Status view.
  • Call Detail Record data reporting — Genesys Info Mart now provides Call Detail Record (CDR) data. You can access CDR data using a new database view, CDR, which is created within the Info Mart database schema, to conveniently research the call volume or look for specific records by ID.
  • New user-data propagation rule — A new user-data propagation rule, IRF_INITIAL, enhances the flexibility of user-data reporting with the capability to store the KVP value that is associated with the interaction when the interaction enters the resource that is the subject of the IRF or MSF record.

Introduced in 8.5.001

The following new features were added in the 8.5.001 release:

  • Support for reporting on additional interaction scenarios:
    • Introduced Transfer — In voice deployments with business processes that require a transferring agent to introduce the customer to another agent before transferring the call, Genesys Info Mart can now report the scenario as a special case of transfer, instead of as a short conference. A new configuration option, introduced-transfer-threshold in the [gim-transformation] section, and new technical descriptor combinations, using a role reason or result reason of IntroducedTransfer, support this functionality.
    • Chat Consultation — In eServices deployments with agent desktop applications, such as Workspace Desktop Edition (formerly Interaction Workspace [IWS]), that offer a chat consultation feature by setting a visibility mode on the conference request, Genesys Info Mart can now distinguish whether an agent is being invited into a chat interaction for a conference or for a consultation, and adjust reporting accordingly. Support for reporting on chat consultation requires ICON 8.1.500.04 or higher.
    • Chat Conference or Consultation through a Queue — In eServices deployments with agent desktop applications, such as Workspace Desktop Edition, that use subordinate auxiliary interactions to implement a chat conference or consultation through a queue, Genesys Info Mart now blends the main and auxiliary interactions to present a simplified reporting result.
  • Multimedia performance improvements — To improve performance in multimedia deployments that do not need to track interaction threads, Genesys Info Mart no longer populates thread-related metrics by default. A new configuration option, populate-thread-facts in the [gim-etl-populate] section, enables you to explicitly activate this functionality, if desired.
  • Data management enhancements — To assist in exporting and archiving data, audit keys have been added to user-data fact extension tables.
  • Operating System changes — Support for the following operating systems has been discontinued:
    • HP-UX (all versions)
    • IBM AIX 5.3
    • RedHat Enterprise Linux 4
    • Solaris/SPARC version 9
    • Windows Server 2003
  • Localization Support—Through Genesys Info Mart Manager, which is included on the Genesys Info Mart 8.5.0 CD, Genesys Info Mart supports the following localizations:
    • French (Canada): Genesys Info Mart 8.5.001.17, using Genesys Info Mart Manager 8.1.400.15

}}

Active Switching Matrix

Also known as ASM. An active component of switching hubs that rapidly switch packets from port to port by allocating memory.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

expand-mediation-time-for-gapless

Section: gim-transformation
Default Value: true
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.002
Modified: 8.5.003 (default value changed from false to true)
Discontinued: 8.5.007 (replaced by show-non-queue-mediation-mm)

In eServices deployments in which routing activities are performed without the use of virtual queues, enables or disables reporting of the time that a multimedia interaction spends in a routing strategy as mediation time. To prevent a reporting gap between the end of mediation at the Interaction Queue and the start of handling by the agent, set this option to true. If routing involves more than one Interaction Queue, this configuration also removes a reporting gap between the end of the MSF for one Interaction Queue and the start of the MSF for another Interaction Queue.
  • false—The time that an interaction spends in a routing strategy will not be reflected in the MSF record for the Interaction Queue.
  • true—The time that an interaction spends in a routing strategy will be included in the MSF record for the Interaction Queue. If virtual queues are configured to route certain interactions, an additional, separate MSF record represents the interaction's placement in a virtual queue, and the duration of the virtual-queue MSF might also be adjusted.
more...

expand-mediation-time-for-gapless

Section: gim-transformation
Default Value: true
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.002
Modified: 8.5.003 (default value changed from false to true)
Discontinued: 8.5.007 (replaced by show-non-queue-mediation-mm)

In eServices deployments in which routing activities are performed without the use of virtual queues, enables or disables reporting of the time that a multimedia interaction spends in a routing strategy as mediation time. To prevent a reporting gap between the end of mediation at the Interaction Queue and the start of handling by the agent, set this option to true. If routing involves more than one Interaction Queue, this configuration also removes a reporting gap between the end of the MSF for one Interaction Queue and the start of the MSF for another Interaction Queue.
  • false—The time that an interaction spends in a routing strategy will not be reflected in the MSF record for the Interaction Queue.
  • true—The time that an interaction spends in a routing strategy will be included in the MSF record for the Interaction Queue. If virtual queues are configured to route certain interactions, an additional, separate MSF record represents the interaction's placement in a virtual queue, and the duration of the virtual-queue MSF might also be adjusted.
more...

populate-mm-ixnqueue-facts

Section: gim-etl-populate
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None

Enables or disables the population of eServices/Multimedia Interaction Queue activity to the MSF table. Genesys Info Mart uses this value for all configured eServices/Multimedia Interaction Queues, unless you configure an option that has the same name on an individual Script object for a specific Interaction Queue in the interface you use for configuration.

  • false—The placement of an interaction in an Interaction Queue will not be represented in the MSF table.
  • true—The placement of an interaction in an Interaction Queue will be represented in the MSF table.

Starting with release 8.5.003, Genesys Info Mart always creates an MSF record for the first Interaction Queue that an inbound interaction enters, regardless of the setting of this option.

more...

show-non-queue-mediation-mm

Section: gim-transformation
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.007 (replaces expand-mediation-time-for-gapless)

In eServices deployments, controls whether all mediation time for multimedia interactions, even mediation time that does not occur within a queue, is represented by an MSF.

  • false — MSFs for multimedia interactions are focused only on the portion of the mediation time that occurs in a queue, whether it is an Interaction Queue or a virtual queue. There may be gaps in time between MSFs, because the multimedia interaction may not be in a queue, or may not be in a queue that is represented in Genesys Info Mart with an MSF.
  • true — Provided that there is an MSF for the first Interaction Queue in a mediation (which is true for mediation time of unhandled interactions), all mediation time for multimedia interactions that occurs after the first Interaction Queue, even mediation time that does not occur within a queue, is represented by one or more MSFs. Additional, non-queue MSFs are created for multimedia interactions to represent mediation time that occurs outside an Interaction Queue MSF — for example, mediation time that occurs after an MSF for an Interaction Queue, when a routing strategy is attempting to find a routing target without the use of a virtual queue.
more...

on-demand-migration

Section: schedule
Default Value: false
Valid Values: true, false
Changes Take Effect: When Genesys Info Mart next enters the migration state
Dependencies: None
Introduced: 8.5.007

Controls whether Genesys Info Mart will run Job_MigrateGIM automatically if the Info Mart database schema is not up to date following migration of the Info Mart server.

  • true — Genesys Info Mart will launch Job_MigrateGIM automatically if the schema is not up to date.
  • false — Genesys Info Mart will not launch Job_MigrateGIM automatically if the schema is not up to date and Genesys Info Mart enters the migration state.
Important
Genesys does not recommend enabling migration on demand unless policies and procedures are in place to ensure that essential pre-migration and post-migration steps are also performed without manual intervention — for example, frequent database backup and re-creation of read-only views following migration.
more...

client

Section: elasticsearch-<data-source-id>
Default Value: off
Valid Values: off or any valid location of the cluster node(s) of the Elasticsearch cluster, properly formatted
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.009.20

This option specifies one or more nodes in the Elasticsearch cluster that Genesys Info Mart uses to retrieve data from an Elasticsearch database version 5.0 or higher. Genesys Info Mart uses the REST API client to communicate with the Elasticsearch cluster. You must specify the REST API URL address(es) for the REST client in the following format:

  • rest(http://<es-node>:<port>[,http://<es-node>:<port>]*)

Active Switching Matrix

Also known as ASM. An active component of switching hubs that rapidly switch packets from port to port by allocating memory.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

expand-mediation-time-for-gapless

Section: gim-transformation
Default Value: true
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.002
Modified: 8.5.003 (default value changed from false to true)
Discontinued: 8.5.007 (replaced by show-non-queue-mediation-mm)

In eServices deployments in which routing activities are performed without the use of virtual queues, enables or disables reporting of the time that a multimedia interaction spends in a routing strategy as mediation time. To prevent a reporting gap between the end of mediation at the Interaction Queue and the start of handling by the agent, set this option to true. If routing involves more than one Interaction Queue, this configuration also removes a reporting gap between the end of the MSF for one Interaction Queue and the start of the MSF for another Interaction Queue.
  • false—The time that an interaction spends in a routing strategy will not be reflected in the MSF record for the Interaction Queue.
  • true—The time that an interaction spends in a routing strategy will be included in the MSF record for the Interaction Queue. If virtual queues are configured to route certain interactions, an additional, separate MSF record represents the interaction's placement in a virtual queue, and the duration of the virtual-queue MSF might also be adjusted.
more...

expand-mediation-time-for-gapless

Section: gim-transformation
Default Value: true
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.002
Modified: 8.5.003 (default value changed from false to true)
Discontinued: 8.5.007 (replaced by show-non-queue-mediation-mm)

In eServices deployments in which routing activities are performed without the use of virtual queues, enables or disables reporting of the time that a multimedia interaction spends in a routing strategy as mediation time. To prevent a reporting gap between the end of mediation at the Interaction Queue and the start of handling by the agent, set this option to true. If routing involves more than one Interaction Queue, this configuration also removes a reporting gap between the end of the MSF for one Interaction Queue and the start of the MSF for another Interaction Queue.
  • false—The time that an interaction spends in a routing strategy will not be reflected in the MSF record for the Interaction Queue.
  • true—The time that an interaction spends in a routing strategy will be included in the MSF record for the Interaction Queue. If virtual queues are configured to route certain interactions, an additional, separate MSF record represents the interaction's placement in a virtual queue, and the duration of the virtual-queue MSF might also be adjusted.
more...

populate-mm-ixnqueue-facts

Section: gim-etl-populate
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None

Enables or disables the population of eServices/Multimedia Interaction Queue activity to the MSF table. Genesys Info Mart uses this value for all configured eServices/Multimedia Interaction Queues, unless you configure an option that has the same name on an individual Script object for a specific Interaction Queue in the interface you use for configuration.

  • false—The placement of an interaction in an Interaction Queue will not be represented in the MSF table.
  • true—The placement of an interaction in an Interaction Queue will be represented in the MSF table.

Starting with release 8.5.003, Genesys Info Mart always creates an MSF record for the first Interaction Queue that an inbound interaction enters, regardless of the setting of this option.

more...

show-non-queue-mediation-mm

Section: gim-transformation
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.007 (replaces expand-mediation-time-for-gapless)

In eServices deployments, controls whether all mediation time for multimedia interactions, even mediation time that does not occur within a queue, is represented by an MSF.

  • false — MSFs for multimedia interactions are focused only on the portion of the mediation time that occurs in a queue, whether it is an Interaction Queue or a virtual queue. There may be gaps in time between MSFs, because the multimedia interaction may not be in a queue, or may not be in a queue that is represented in Genesys Info Mart with an MSF.
  • true — Provided that there is an MSF for the first Interaction Queue in a mediation (which is true for mediation time of unhandled interactions), all mediation time for multimedia interactions that occurs after the first Interaction Queue, even mediation time that does not occur within a queue, is represented by one or more MSFs. Additional, non-queue MSFs are created for multimedia interactions to represent mediation time that occurs outside an Interaction Queue MSF — for example, mediation time that occurs after an MSF for an Interaction Queue, when a routing strategy is attempting to find a routing target without the use of a virtual queue.
more...

on-demand-migration

Section: schedule
Default Value: false
Valid Values: true, false
Changes Take Effect: When Genesys Info Mart next enters the migration state
Dependencies: None
Introduced: 8.5.007

Controls whether Genesys Info Mart will run Job_MigrateGIM automatically if the Info Mart database schema is not up to date following migration of the Info Mart server.

  • true — Genesys Info Mart will launch Job_MigrateGIM automatically if the schema is not up to date.
  • false — Genesys Info Mart will not launch Job_MigrateGIM automatically if the schema is not up to date and Genesys Info Mart enters the migration state.
Important
Genesys does not recommend enabling migration on demand unless policies and procedures are in place to ensure that essential pre-migration and post-migration steps are also performed without manual intervention — for example, frequent database backup and re-creation of read-only views following migration.
more...

client

Section: elasticsearch-<data-source-id>
Default Value: off
Valid Values: off or any valid location of the cluster node(s) of the Elasticsearch cluster, properly formatted
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.009.20

This option specifies one or more nodes in the Elasticsearch cluster that Genesys Info Mart uses to retrieve data from an Elasticsearch database version 5.0 or higher. Genesys Info Mart uses the REST API client to communicate with the Elasticsearch cluster. You must specify the REST API URL address(es) for the REST client in the following format:

  • rest(http://<es-node>:<port>[,http://<es-node>:<port>]*)

What's New in Genesys Decisions for 9.0

The following new features were added in the 9.0 release:

January 18, 2019

  • Extended Outbound Adapter — Genesys Decisions includes a new outbound adapter. Decisions continues to include the existing Outbound Phone adapter, but the new Extended Outbound adapter imports additional data such as Connects per attempt, List Size, Total Time for Wrong Party Connects, and Total Time for Right Party Connects. The Extended Outbound adapter specification file contains detailed information about the file requirements.
  • Database Timeout is added to configuration files during upgrade — The database timeout property is now added to the configuration files when you upgrade your Decisions installation.

September 25, 2018

  • Advanced Forecasting — Genesys Decisions now connects to the Decisions Cloud Service. The Decisions application sends historical data to the service. Based on that data, the service determines outliers and missing data, and determines which forecasting method to use and which parameters to use with the selected method. The results are then returned to Decisions and displayed. The following additional functionality is included with the new Decisions Forecasting module:
    • Apply Forecast Scenarios to Planning Scenarios — Once you are satisfied with your forecast scenario and its results, you can apply that to your planning scenario. From within the Decisions application, you select a forecast scenario from a list of published scenarios and apply that to your planning scenario. Applying a forecast scenario populates the planning scenario metrics with the forecast results.
    • Forecast Modifications — The forecast results that are returned from the Decisions Cloud Service are based on your historical data. If there are future events planned, such as a marketing release that will increase call volume by 10%, then you can apply modifications to the forecast results to take the future events into account, as well as the historical data.
    • View Detailed Forecast Data — In addition to showing the results of a forecast scenario, you can also use the Decisions application to see the forecast model used for the results, the parameters selected for that model, the forecast error, and the points that were designated as outliers and missing.
    • View Historical Values used to Generate Forecast Results — In the Decisions Forecasting module, you can view the historical values (both graphically and in tabular format) that the Decisions Cloud Service used to generate results. Use this information to help you understand what was happening in the past that contributed to the resulting forecast.

What's New in Genesys Administrator Extension for 9.0

For full information about supported operating systems, databases, browsers, and virtualization platforms, refer to the Genesys Administrator Extension page of the Genesys Supported Operating Environment Reference Guide.


Configuration Object Management

  • To allow ease of navigation in Configuration Manager, GAX now displays all available configuration objects under each panel on the Configuration Manager view.

Usability

  • GAX now provides navigation links to edit the dependent or associated objects within all configuration objects.
  • GAX interface is updated to comply with the latest Genesys UX design guidelines.
  • Support for new version of Jetty web server—Refer to the Genesys Supported Operating Environment Reference Guide for details.

Localization Support

Genesys Administrator Extension 9.0.000.25 supports the following Language Packs:

  • Arabic
  • Chinese (Simplified)
  • Czech
  • French (Canada)
  • French (France)
  • German
  • Italian
  • Japanese
  • Korean
  • Polish
  • Portuguese (Brazilian)
  • Russian
  • Spanish (Latin America/Mexico)
  • Turkish

What's New in Digital Administration for 9.0

July 26, 2019

Classification Server

  • Support for Platform SDK version 9.0.006.01. Additionally, the supplied log4j2.xml configuration file enables you to review the events that occurred during the server startup.
  • Support for OpenJDK 11.

March 27, 2019

eServices Manager Plug-in for GAX

  • Support for OpenJDK 8. See the Prerequisites section on the Supported Operating Environment: eServices page for more detailed information and a list of all prerequisites.
  • You can now create and edit Genesys Chat Notifications (also known as WhatsApp Highly Structured Messages) in standard responses.
  • A live preview now appears when editing most structured messages to show you how the message will appear to the customer. You can also click Render Field Codes to render field codes and associated variables, if any, that are used in the message. Variables are rendered with their default value.
  • Date Picker is now known as Time Picker.

New in 9.0.000.16

This release contains the following new features and enhancements:

  • Searching for records in suppression lists now supports multiple list search options. Previously, only one suppression list was available to search against.
  • The Treatments view no longer appears as a modal window. A new Summary tab has also been added to the sub-menu.
  • In Analytics, a new sumtable panel is now available.
  • A new treatment Copy Contact has been added to the list of available Retry Options. The Copy Contact treatment can be applied to the call result or disposition code and allows to copy an active contact into a different contact list either as General or as Rescheduled.

New in 9.0.000.15

This release contains the following new features and enhancements:

  • In the Campaign Template > Dialing Profile and Campaign Group > General tabs the Wireless filter has been renamed Mobile and a new Landline filter option has been added.
  • Location rules now support an asterisk wildcard as part of the postal code.
  • The Contact List table now includes a Caller ID column.
  • Horizontal scrolling is now supported for the User Actions Dashboard > Audit Panel.
  • The Analytics Dashboard > Terms Panel now supports more than one field.
  • When working with CX Contact Analytics you can now apply Time Picker settings to each field.
  • The Control Panel has been removed from the Dashboard Configuration options.
  • When importing a Contact List you can now search for the correct Upload Rule > Custom Splitting option.
  • An exported Data Mapping schema can now be imported into CX Contact.

New in 9.0.000.14

This release contains the following new features and enhancements:

  • List Builder now nullifies binary characters during ingestion.
  • When editing a contact list, the Caller ID is now displayed and can be modified.
  • Contact Time rules are no longer limited to 15-minute increments. You can now specify a value (in Minutes) in the Minutes option.
  • It is now possible to manually delete contact information records from a suppression list.
  • When creating a List Automation job for exporting contact lists, it is now possible to select a Use label option. This option replaces the Other1-OtherN fields with the field names from the associated list labeling schema.
  • It is now possible to configure the Time format on an Analytics dashboard.
  • When downloading a contact list from the User Interface, CX Contact now replaces the Other1-OtherN user-defined fields with the field labels assigned to the contact list.
  • CX Contact Analytics now includes a new User Actions index to audit user events. The system administrator can now track who did what and exactly when.
  • When importing a contact list, you now see a progress bar in the Size column. The progress bar displays the current status of the import process.
  • A yellow warning icon was added next to problematic services in the About Help > Current Version section of the User Interface.
  • The CX Contact Analytics SanKey panel can now support additional parameters. Previously, this panel only supported three parameters.
  • You can now edit a CX Contact Analytics dashboard label. This new option enables you to define each system field value name.
  • The User Interface now supports a tabular layout, meaning that pages now open in new tabs, allowing you to easily switch back and forth between tasks. Previously, the current page closed when you navigated to a new page within the User Interface.

New in 9.0.000.12

  • The following enhancements have been made to the Analytics tab:
    • The navigation bar now continually floats at the top of the Analytics tab screen. This allows the user to access the navigation bar without scrolling to the top of the page.
    • You can now save multiple dashboard views per Elasticsearch index.
    • You can now resize each Analytics tab panel when editing the panel. To resize the panel, move the cursor to the edge or corner of the panel and use the double-headed arrow to increase or decrease the size.
    • You can now rename a panel after it is created.
  • The Call wait connected timeout option is now a permanent option on a campaign object's Advanced tab. Users can now easily and quickly set a maximum value for the timeout by seconds option.
  • When you create or edit a Selection rule with a Device1 - Device10 field type, the following two new operators are now available.
    • is valid
    • is not valid
    These operators provide device validation during ingestion against the Genesys Integrated Global Numbering plan.
  • Custom Time Zone is now stored as a script object within configuration server. As a result, you can now control permissions and access the Custom Time Zone objects.
  • When configuring a suppression list, you can now specify the duration of the record retention. This means that records added to the suppression list will be retained within that suppression list for the period of time they are configured and automatically purged at the end of that duration.

New in 9.0.000.11

  • CX Contact now includes support for the SMS channel. More specifically, you can use the CX Contact user interface to do any of the following:
    • Create SMS outbound alert templates for one-way text messaging campaigns.
    • Create and modify message content for initial outbound messages, opt-out/stop responses, and help responses.
    • Personalize message content (for example, greet the customer by name).
    Note: This functionality is available to Cloud customers only.
    Refer to the Create an SMS Template page in the CX Contact Help manual for more information.
  • CX Contact now includes support for the Email channel. More specifically, you can use the CX Contact user interface to do any of the following:
    • Create outbound email alert templates.
    • Use a built-in visual editor to create message content (text and images) or upload an HTML file that contains the message content.
    • Personalize message content (for example, greet the customer by name).
    • Add an Unsubscribe option.
    Note: This functionality is available to Cloud customers only.
    Refer to the Create an Email Template page in the CX Contact Help manual for more information.
  • When a contact uses the Opt-out or Unsubscribe option within a text message or email, the record is automatically added to a contact suppression list, called CXContactSMSOptOut and CXContactEmailOptOut, respectively. These suppression lists have the following characteristics:
    • The type is set to Device.
    • The suppression list is set to Required.
    • The suppression list Never expires.
    • The suppression list cannot be deleted.
    Note: This functionality is available to Cloud customers only.
  • You can now use the Analytics tab in the user interface to create custom dashboard views of the following Elasticsearch data:
    • Device imports
    • Pre-loading events
    • Campaign Group events
    • Call results
    • Contact history
    • SMS/Email events

New in 9.0.000.10

This release includes only resolved issues.

New in 9.0.000.09

  • CX Contact now supports call treatments based on disposition codes. In the event a treatment is defined for both a call result and a disposition code, CX Contact gives priority to the disposition code when applying the call treatment. Refer to the Delivery and Retry Options page in the CX Contact Help manual for more information.
  • For call treatments (Retry Options), the Apply to Record menu now includes a Suppress option that allows you to suppress a record (by client ID or by phone number) that meets the treatment criteria. When you select this option, you must specify a suppression list for the suppressed record from the new Suppression List menu, which contains all suppression lists set to Never expire. Refer to the Delivery and Retry Options page in the CX Contact Help manual for more information.
  • CX Contact now supports historical reporting of unattempted (suppressed) records through Elasticsearch and Genesys Info Mart. Once CX Contact writes the data to an Elasticsearch index, Genesys Info Mart extracts the data and transforms it into Genesys Info Mart LDR_* tables.
    For detailed information about this functionality, refer to the Integrating CX Contact with Genesys Historical Reporting page in the CX Contact Deployment Guide.
  • On the General tab of a dialing profile, campaign template, and campaign group, a new Filtering Rule menu replaces the following menus:
    • Labels
    • Contact Order
    • Ascending/Descending
    A filtering rule encompasses all of these options.
  • On the Campaigns dashboard, the List Size field has been renamed List Size/Devices, and the Filtered field has been renamed Contacts Filtered/Devices Filtered. The previous release (9.0.000.08) introduced the new Devices and Devices Filtered statistics but excluded updates to the field names.

New in 9.0.000.08

  • A new filtering rule allows you to sort and order contact data within in a contact list. Unlike upload rules and selection rules, a filtering rule can be applied while a campaign group is running. It does not have to be applied at the time a list is being uploaded to CX Contact.
    The Filtering Rule option replaces the Contact Order option on the General tab of a dialing profile, campaign template, and campaign group.
    Related Documentation: Filtering Rules
  • There are now two types of upload rules:
    • Contacts - The selection rule applies to a contact list.
    • Suppression - The selection rule applies to a suppression list.
    Related Documentation: Upload Rules
  • There are now three types of selection rules:
    • Contacts - The selection rule applies to a contact list.
    • Suppression - The selection rule applies to a suppression list.
    • Advanced - The selection rule applies to a contact list export and filtering rules. When defining the filtering criteria for this type of rule, you can now define an SQL WHERE clause in place of the standard visual editor.
    Related Documentation: Selection Rules
  • On the Campaigns dashboard, the Filtered cell now includes the total number of filtered devices from the contact list, in addition to the total number of filtered records. The count is displayed as Records Filtered/Devices Filtered. Related Documentation: View Campaign Statistics
  • On the Campaigns dashboard, the List Size cell now includes the total number of devices contained in the contact list, in addition to the total number of unique records. The count is displayed as Record Count/Device Count. Related Documentation: View Campaign Statistics
  • On the campaigns dashboard, the Expand All option, which is used to view campaign groups and contact lists associated with each campaign template, now functions as follows:
    • Click Expand All once to view all campaign groups associated with each campaign template.
    • Click Expand All again to view all contact lists associated with each campaign group.
    The Collapse All functionality remains unchanged. Related Documentation: Search or Filter Campaign Statistics
  • Contact lists exported from CX Contact now include compliance classification data for each device (record in chain), including:
    • Wireless
    • Duplicate Position
    • Duplicate List
    • International
    • Ends in 00
    • Ends in 000
    • TPS/DNC
    • Toll Free
    • Duplicate Contact
    • Contains Extension
    • VoIP
  • Contact lists exported from CX Contact now store all devices associated with each record in a chain.
  • You can now create a campaign group against an individual campaign template using the More Actions menu (displayed as an ellipsis) on the Campaigns dashboard. When you do this, the campaign template and associated parameters will automatically populate on the New Campaign Group page. Related Documentation: Create a Campaign Group
  • You can now duplicate attempt rules and location rules. The duplicated rule will inherit all settings from the original rule, but you can change any or all of them. If you do not change the name of the rule, it will inherit the name of the original rule, with _duplicate# appended to it. Related Documentation: Compliance Tools
  • The user interface now contains a context-sensitive Help tool that enables you to view Help content relative to the page you're viewing in the user interface. To access the tool, click the question mark icon in the top right-hand corner of the user interface.
  • The width of each menu on the General tab for a dialing profile, campaign template, and campaign group has increased by 50%.

New in 9.0.000.07

  • On the Treatment tab for a dialing profile, campaign template, or campaign group, you can now specify a URI to a stored SCXML treatment script. When you do this, the system applies all treatment configuration defined in the SCXML treatment script and ignores all treatment configuration previously defined in CX Contact.
    For more information, refer to the SCXML-based Treatments page.
  • The new data mapping feature is an alternative to using an input specification file to map contact data to fields in a CX Contact contact list. You can create a data mapping schema for either a fixed-position file or a delimited file and then apply the schema to a list being imported into CX Contact via manual import or via list automation.
    For detailed instructions, refer to the Create a Data Mapping Schema page.
  • For call treatments, the Increment retry option is no longer a mandatory option. Previously, if you selected Retry in from the Apply to Record menu, you had to define an increment value.
  • On the Campaigns dashboard, an icon now displays to the right of a campaign group name to indicate the type of dialing mode the campaign group uses. When you hover over the icon, the name of the dialing mode and associated dialing parameters display in a text box.
    For more information, refer to the Create and Manage a Campaign Group page.
  • The media control icons on the Campaigns dashboard have increased in size and have changed in color. In addition, a new status bulb displays next to the media controls to indicate the status of the campaign group.
    For more information, refer to the Create and Manage a Campaign Group page.

New in 9.0.000.06

  • You can now use the List Automation feature to schedule a contact list export. The file is exported out of CX Contact and sent to a remote FTP directory.
    For a complete description of this feature, refer to the Create and Manage List Automation Tasks page in the CX Contact Help manual.
  • The new Device Escalation feature enables you to do any of the following when records in a contact list contain more than one device:
    • Identify which device(s) should be contacted.
    • Specify the order in which the devices should be contacted.
    • Specify how to handle answering machine detection - drop the call, deliver the call to an agent, or send the call to a DN for treatment (for example, leave a pre-recorded message).
    For a complete description of this feature, refer to the Apply Device Escalation page in the CX Contact Help manual.
  • In the Timezone source field, a new option, called Explicit, enables you to select a specific time zone for records in a contact list. When you apply this option, the system ignores all Contact and Device time zone assignments, so we do not recommend this option if your contact list contains international numbers or countries with multiple time zones.
    For more information, see the Time Zone Assignment page in the CX Contact Help manual.


What's New in Bot Gateway Server for 9.0

[+] The following new features were introduced in the 9.0.006.00 release: [+] The following new features were introduced in the 9.0.005.05 release:


[+] The following new features were introduced in the 9.0.004.08 release:

ha-chat-reconnecting-delay

Section: channel-chatbot
Default Value: 10
Valid Values: Any integer from 0-86400
Changes Take Effect: Immediately for new connections
Introduced: 9.0.005.05

Specifies the delay between attempts when Bot Gateway Server tries to reconnect the bot to the chat session when there is a Chat Server disconnect.

ha-chat-reconnecting-attempts

Section: channel-chatbot
Default Value: 15
Valid Values: Any integer from 0-1000000
Changes Take Effect: Immediately for new connections
Introduced: 9.0.005.05

Specifies how many times Bot Gateway Server tries to reconnect the bot to the chat session when there is a Chat Server disconnect.

ha-chat-reconnecting-delay

Section: channel-chatbot
Default Value: 10
Valid Values: Any integer from 0-86400
Changes Take Effect: Immediately for new connections
Introduced: 9.0.005.05

Specifies the delay between attempts when Bot Gateway Server tries to reconnect the bot to the chat session when there is a Chat Server disconnect.

ha-chat-reconnecting-attempts

Section: channel-chatbot
Default Value: 15
Valid Values: Any integer from 0-1000000
Changes Take Effect: Immediately for new connections
Introduced: 9.0.005.05

Specifies how many times Bot Gateway Server tries to reconnect the bot to the chat session when there is a Chat Server disconnect.

What's New in Billing Data Server for 9.0

April 12, 2019

  • New options are introduced to more easily control how data is handled in premise mode (whether it is uploaded to S3, or only stored locally), and to allow a wide range of usage metrics to be tracked. Settings for premise and subscription modes (including extraction, transformation, and local cache paths) are now stored in the 'global' section of the BDS configuration file.
  • The Third Party work items and Genesys Chat metrics now include only sessions where at least one interaction was handled.
  • BDS now supports deployment without Oracle. (Oracle support continues as in previous releases, but it is installed as a separate, and optional, step.)

January 22, 2019

  • Support is added to track data for Genesys Info Mart-based voicemail.
  • Authentication through Web Services and Applications (GWS) is now supported.
  • BDS now provides enhanced logging capabilities.

See Billing Data Server 9.0.000.18 Release Note to learn more about these, and other, new features and changes.

September 25, 2018

  • BDS now includes the Business Units breakout functionality.

See Billing Data Server 9.0.000.13 Release Note to learn more about the new feature.

June 27, 2018

  • BDS now has the detailed concurrent and enabled seats report functionality.
  • BDS now unifies the native python logging approach.

See Billing Data Server 9.0.000.07 Release Note to learn more about the new features and issues resolved with this release.

28 March 2018

  • BDS provides the data required for the Genesys financial organization to bill customers for subscription services.

See the Billing Data Server 9.0.000.01 Release Note to learn about the main functions.


9.x
Find all PureEngage products that are currently part of 9.x — the latest Release Notes, as well as the particular component releases when support for 9.x started.
Important
9.x can include component releases from 9.1.x, 9.0.x, and 8.5.x code streams. Use the tables below to check which component releases are part of 9.x.

Billing Data Server

9.x Release Notes
Product Component Latest Starting

Billing Data Server

Billing Data Server

9.0.000.22

9.0.000.01

Bot Gateway Server

9.x Release Notes
Product Component Latest Starting

Bot Gateway Server

Bot Gateway Server

9.0.006.04

9.0.004.08

CX Contact

9.x Release Notes
Product Component Latest Starting

CX Contact

CX Contact

9.0.000.16

9.0.000.06

Digital Administration

9.x Release Notes
Product Component Latest Starting

Digital Administration

eServices Manager Plug-in for GAX

9.0.000.09

9.0.000.09

Genesys Administrator

9.x Release Notes
Product Component Latest Starting

Genesys Administrator Extension

Genesys Administrator Extension

9.0.001.33

9.0.000.15

Genesys Decisions

9.x Release Notes
Product Component Latest Starting

Genesys Decisions

Genesys Decisions

9.0.000.07

9.0.000.01

Genesys Info Mart

9.x Release Notes
Product Component Latest Starting

Genesys Info Mart

Genesys Info Mart

8.5.014.19

8.5.014.14

Genesys Info Mart Manager

8.5.014.02

8.5.014.02

Genesys Intelligent Automation

9.x Release Notes
Product Component Latest Starting

Genesys Intelligent Automation

Genesys Intelligent Automation

9.0.105.00

9.0.000.01

Genesys Knowledge Center

9.x Release Notes
Product Component Latest Starting

Genesys Knowledge Center

Genesys Knowledge Center CMS

9.0.006.03

9.0.000.15

Genesys Knowledge Center Plugin for Workspace Desktop Edition

9.0.006.03

9.0.000.15

Genesys Knowledge Center Server

9.0.006.03

9.0.000.15

Genesys Predictive Routing

9.x Release Notes
Product Component Latest Starting

Genesys Predictive Routing

AI Core Services

9.0.015.04

9.0.006.05

Predictive Routing - Agent State Connector

9.0.015.04

9.0.006.06

Predictive Routing - Composer Strategy Subroutines

9.0.009.00

9.0.006.01

Predictive Routing - URS Strategy Subroutines

9.0.015.00

9.0.006.00

Genesys Pulse

9.x Release Notes
Product Component Latest Starting

Genesys Pulse

Genesys Pulse

9.0.003.03

9.0.000.02

Genesys Pulse Collector

9.0.003.03

9.0.000.04

Genesys Softphone

9.x Release Notes
Product Component Latest Starting

Genesys Softphone

Genesys Softphone

9.0.005.06

9.0.001.01

Genesys Widgets

9.x Release Notes
Product Component Latest Starting

Genesys Widgets

Widgets

9.0.015.02

8.5.006.07

intelligent Workload Distribution

9.x Release Notes
Product Component Latest Starting

intelligent Workload Distribution

iWD GAX Plug-In

9.0.010.16

9.0.002.20

iWD History Node

9.0.010.16

9.0.002.20

iWD Manager

9.0.010.16

9.0.002.20

iWD Runtime Node

9.0.010.17

9.0.002.20

iWD Stat Server Extensions

9.0.010.16

9.0.002.20

iWD Web

9.0.010.16

9.0.002.19

Management Framework

9.x Release Notes
Product Component Latest Starting

Management Framework

Configuration Database Maintenance Scripts

8.5.100.23

8.5.100.18

Configuration Server

8.5.101.38

8.5.101.11

DB Server

8.5.100.01

8.5.100.01

Local Control Agent

8.5.100.32

8.5.100.22

Message Server

8.5.100.25

8.5.100.14

Solution Control Server

8.5.100.41

8.5.100.25

Security Pack on UNIX

Genesys Security Pack on UNIX

8.5.100.19

8.5.100.13

Messaging Applications

9.x Release Notes
Product Component Latest Starting

Messaging Applications

Apple Business Chat Plug-in for Workspace Desktop Edition

9.0.002.04

9.0.000.19

Digital Messaging Server

9.1.002.02

9.0.000.07

Genesys Driver for SMS and MMS

9.0.002.07

9.0.002.07

Genesys Driver for use with Apple Business Chat via Hub

9.1.000.03

9.0.000.24

Genesys Driver for use with Genesys Hub

0.5.:9..1.

9.1.000.02

Genesys Hub Plug-in for Workspace Desktop Edition

9.1.002.07

9.1.000.03

PureEngage Chat

9.x Release Notes
Product Component Latest Starting

Bot Gateway Server

Bot Gateway Server

9.0.006.04

9.0.004.08

Chat Server

Chat Business Process Sample

8.5.306.05

8.5.306.05

Chat Server

8.5.307.04

8.5.201.05

Real-Time Metrics Engine

9.x Release Notes
Product Component Latest Starting

Stat Server

Stat Server

8.5.112.05

8.5.108.15

Universal Contact Server

9.x Release Notes
Product Component Latest Starting

Universal Contact Server

Genesys Data Processing Server

9.0.001.02

9.0.000.04

Universal Contact Server

9.1.002.03

9.1.001.02

Retrieved from "https://docs.genesys.com/Documentation/v9 (2019-10-22 22:42:32)"
This page was last modified on September 20, 2019, at 12:26.