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What's New in Chat Server for 9.0

[+] The following new feature was added in the 8.5.304.04 release:
[+] The following new feature was added in the 8.5.303.01 release:
[+] The following new feature was added in the 8.5.302.03 release:
[+] The following new feature was added in the 8.5.301.06 release:
[+] The following new feature was added in the 8.5.201.05 release:


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.

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.

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.

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 9.0.008.04 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

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.

New features, introduced in the 9.0.000 release:

  • 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: 9.0.000.05
    • Chinese (Simplified): 9.0.000.05
    • Czech: 9.0.000.05
    • French: 9.0.000.05
    • French Canadian: 9.0.000.05
    • German: 9.0.000.05
    • Italian: 9.0.000.05
    • Japanese: 9.0.000.05
    • Korean: 9.0.000.05
    • Polish: 9.0.000.05
    • Portuguese: 9.0.000.05
    • Russian: 9.0.000.05
    • Spanish: 9.0.000.05
    • Turkish: 9.0.000.05

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 9.0.004.08 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 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.

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.

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.
  • 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 added in the 9.0.004.08 release:

This is the first Generally Available release for this product.

General functionality

  • Bot Gateway Server provides a platform to deploy bots that communicate via Chat Server with one or multiple input channels such as web chat, SMS, or messaging apps. Each bot is started and controlled by a workflow.
  • Bot Gateway Server allows you to:
    • Connect a bot to a chat session in one of three different visibility modes: conference, coaching, and monitoring.
    • Run a bot either in waiting (the interaction is not routed until bot finishes) or parallel (the interaction is being routed or processed by an agent) mode.

Rich Media capabilities

Bot Gateway Server API provides bots with the ability to:

  • Send outbound structured messages and access incoming structured messages (replies).
  • Send and receive file attachments (images, audio, video, documents, and more).
  • Read standard responses from Universal Contact Server (UCS) for the purpose of sending structured messages and file attachments.
  • Render field codes for structured messages.
  • Process an error or a notification from a channel (such as Apple Business Chat) that might occur during the delivery of an outbound message.
  • Send emojis in chat messages.

Historical reporting

Bot Gateway Server provides historical reporting via Kafka integration.

What's New in Billing Data Server for 9.0

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.


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

Billing Data Server

9.0 Release Notes
Product Component Latest Starting

Billing Data Server

Billing Data Server

9.0.000.18

9.0.000.01

Bot Gateway Server

9.0 Release Notes
Product Component Latest Starting

Bot Gateway Server

Bot Gateway Server

9.0.004.08

9.0.004.08

CX Contact

9.0 Release Notes
Product Component Latest Starting

CX Contact

CX Contact

9.0.000.09

9.0.000.06

Genesys Administrator

9.0 Release Notes
Product Component Latest Starting

Genesys Administrator Extension

Genesys Administrator Extension

9.0.000.15

9.0.000.15

Genesys Decisions

9.0 Release Notes
Product Component Latest Starting

Genesys Decisions

Genesys Decisions

9.0.000.03

9.0.000.01

Genesys Intelligent Automation

9.0 Release Notes
Product Component Latest Starting

Genesys Intelligent Automation

Genesys Intelligent Automation

9.0.103.00

9.0.000.01

Genesys Knowledge Center

9.0 Release Notes
Product Component Latest Starting

Genesys Knowledge Center

Genesys Knowledge Center CMS

9.0.004.08

9.0.000.15

Genesys Knowledge Center Plugin for Workspace Desktop Edition

9.0.004.08

9.0.000.15

Genesys Knowledge Center Server

9.0.004.08

9.0.000.15

Genesys Predictive Routing

9.0 Release Notes
Product Component Latest Starting

Genesys Predictive Routing

AI Core Services

9.0.014.00

9.0.006.05

Predictive Routing - Agent State Connector

9.0.014.01

9.0.006.06

Predictive Routing - Composer Strategy Subroutines

9.0.009.00

9.0.006.01

Predictive Routing - URS Strategy Subroutines

9.0.013.00

9.0.006.00

Genesys Pulse

9.0 Release Notes
Product Component Latest Starting

Genesys Pulse

Genesys Pulse

9.0.002.01

9.0.000.02

Genesys Pulse Collector

9.0.001.03

9.0.000.04

Genesys Softphone

9.0 Release Notes
Product Component Latest Starting

Genesys Softphone

Genesys Softphone

9.0.002.06

9.0.001.01

Genesys Widgets

9.0 Release Notes
Product Component Latest Starting

Genesys Widgets

Widgets

9.0.008.04

8.5.006.07

intelligent Workload Distribution

9.0 Release Notes
Product Component Latest Starting

intelligent Workload Distribution

iWD GAX Plug-In

9.0.007.07

9.0.002.20

iWD History Node

9.0.007.05

9.0.002.20

iWD Manager

9.0.007.07

9.0.002.20

iWD Runtime Node

9.0.007.07

9.0.002.20

iWD Stat Server Extensions

9.0.007.04

9.0.002.20

iWD Web

9.0.007.07

9.0.002.19

Management Framework

9.0 Release Notes
Product Component Latest Starting

Management Framework

Configuration Database Maintenance Scripts

8.5.100.22

8.5.100.18

Configuration Server

8.5.101.29

8.5.101.11

Local Control Agent

8.5.100.31

8.5.100.22

Message Server

8.5.100.23

8.5.100.14

Solution Control Server

8.5.100.37

8.5.100.25

Security Pack on UNIX

Genesys Security Pack on UNIX

8.5.100.19

8.5.100.13

PureEngage Chat

9.0 Release Notes
Product Component Latest Starting

Chat Server

Chat Server

8.5.304.04

8.5.201.05

Universal Contact Server

9.0 Release Notes
Product Component Latest Starting

Genesys Data Processing Server

Genesys Data Processing Server

8.5.000.41

8.5.000.41

Universal Contact Server

Genesys Data Processing Server

9.0.000.04

9.0.000.04

Universal Contact Server

9.1.001.02

9.1.000.08

This page was last modified on January 31, 2019, at 12:25.