Powerful updates to Genesys Cloud CX on 19th July 2023

It continues to be a powerful season for changes and new release features in Genesys Cloud CX.  Two things are of particular interest to many users, especially those folks in the quality management or business analytics business areas of the contact centre.

Real-Time Interactions Data Export

This one is an important update to the mechanics of Genesys Cloud CX.  Whilst it has always been possible to extract (harvest) real-time interaction data from the API/V2 schema, it has long been a problem that users couldn't derive the performance metrics that they wanted in the user interface and run an extract on the resulting views.  We've had to wait until the next day, in order to run extracts of performance views in the user interface. This all changes with this update, as users will now be able to export their real-time interaction data including the current-day's interactions directly from the export function of any default or user created view in the performance dashboard.  This is excellent for those that need interval based reports on the current-interval or at any point from the current day.  This will enable many organisations that have had to create customised or bespoke API data harvesting to be able to leverage the power of the User Interface itself to achieve many of the interval based reports that we need operationally on the short time basis.  This also underwrites the Genesys strategy of moving away from the concept of canned reports, moving instead towards the concept of dynamic dashboards with reports made up of user selected columns and filters; which is way more powerful than a selection of pre-configured canned reports that may often have missed the critical path for organisations in the past.

Suppress Call Recordings during IVR flows and in queue customer experience

This one is useful if your Organisation has policy selections, compliance sections or simply wants to avoid recording the entire IVR and in queue experience of your callers.  Whilst it has always been easy to have a recording policy at the trunk or queue level dictate when call recording is on or off, the ability to control this via the call flow in architect was not there; not directly anyway, as pausing of call recording with a known interactionID was always possible via the API/v2 schema itself.  So, if your quality management team is of the type that doesn't want to listen to the IVR or the in-queue treatment and only wants the meat of the agent and customer call for review purposes then the ability to turn off call recording in those elements of the flows will be very handy.