Release Notes - Genesys Cloud Historical Adapter v2.5

Owned by Arielle Kaye Odeste
Dec 15, 2021
2 min read

Overview

Version 2.5 of Genesys Cloud Historical Adapter includes new features, enhancements, and bug fixes.

New Product Features

  • ConversationMediaEndPointStats index - A new index ConversationMediaEndPointStats has been introduced. This index will comprise of Call quality-related data. Mean Opinion Score (MOS), R-factor and few other details that are available in mediaEndpointStats element of Conversation details have been included in the index. Customers will be able to visualize the call quality in different legs of the conversation using this index.

  • ConversationRecordings index - A new index ConversationRecordings has been introduced. This index will comprise of Call metadata recording-related data. This index along with Recording and RecordingState fields in CallConversationHistory index will allow to visualize if a call has been recorded or not.

  • LookBackDays configuration - LookBackDays configuration has been added in CallSegmentHistory index. This will ensure that once every day recovery poll runs for the duration specified in LookBackDays parameter. Hence, conversations that are spanning lengthy periods (e.g. 5 days) will not be missed out.

Product Enhancements

  • API end points - Deprecated Genesys APIs that onboard Agents in Queues have been replaced with new API end points. End-point /routing/queue/{id}/users has been replaced with /routing/queue/{id}/members. After this change, queue membership for agents in AgentObservations index must be consistent with Genesys Cloud as was the case with deprecated end-point.

  • CallSegments fields - Two new fields callbackScheduledTime and callbackUserName have been added in CallSegments index. This enhancement will allow customer to visualize how many call backs were scheduled in a particular day.

  • Wrap up codes - Default wrap up codes (refer Default Wrap up codes in Genesys Cloud for the list) will now be onboarded into WrapupCodeHistory index.

  • Granularity - Granularity has been added as a configuration parameter for ANI History module.

Bug Fixes

  • Fixed a bug that was causing mismatch when using measures from ANI History index. Sample use case is the number of calls to a specific ANI per day must match the count in Genesys Cloud for the same duration.

  • Fixed a bug in QualityHistoryRaw index that was leading to duplicates when an evaluation was re-scored.

  • Fixed a bug in some of the indexes that did not consider division ID in key id composition even when EnableDivision parameter was set to TRUE. The indexes are:

    • QueueHistory

    • WrapUpCodes

    • QueueSkills

    • QueueHistoryDNIS

  • Fixed a bug that was causing duplicates in CallSegmentsHistory. Conversation Start Date has been removed from key id composition so that slight differences in timestamp will not create new rows. The timestamp differences are happening possibly due to Genesys changing historical records. Note: A hard repoll will be required.

  • Fixed a bug that was leading to discrepancy in AgentHistory index and was not matching with Genesys Cloud in specific cases. Key Id composition in AgentHistory has been enhanced to include RequestedSkill when RequestedSkill configuration parameter is set to TRUE.

Known Issue

  • Genesys API does not return ‘End date’ in random cases when fetching metadata recording details of a conversation. A Genesys Support case has been raised.