Release Notes - Genesys Cloud Real-Time Adapter v2.3
- Arielle Kaye Odeste
Overview
Version 2.3 of Genesys Cloud Real-time Adapter includes new features and enhancements.
New Product Features
QueueConversations message group has been enabled in the adapter and is available now along with RealTimeAgentPresence and RealtimeQueueStatus message groups. Each conversation is represented by one row and all the participants of the conversation has been rolled up to the single row in the new message group. Below fields are now available via the new message group:
ConversationId
QueueName
ParticipantId
ParticipantStartTime
ParticipantEndTime
MediaType
Purpose
State
AgentId
Name
DisconnectType
Ani
Dnis
Direction
Disconnected
LastUpdate
IsValid
Language
RoutingSkills
Division
Recording
RecordingState
Transferred
QueueConversations message group was available as beta feature in the past.
Product Enhancements
Blind-transferred and consult-transferred agents - Queues and divisions of agents who have participated in a conversation that was blind-transferred or consult-transferred have now been added into QueueConversations message group. Agent name, Agent ID, Queue Name, and Division of all the agents who were part of a conversation that was blind-transferred or consult-transferred are now displayed as comma-separated values.
RoutingSkills - Skills have been added in QueueConversations message group as a dimension named RoutingSkills.
Skills - Skills have been added in RealTimeAgentPresence message group as a dimension named Skills.
Recording and RecordingState - Recording and RecordingState have been added as dimensions in QueueConversations message group. Recording field is BOOLEAN with expected values TRUE/FALSE. RecordingState field can have values like “Active”, “Paused”, and “None”.
Standardized field names - Field names have been standardized in-line with data dictionary documented at Genesys Cloud Data Dictionary.
Known Issue
ParticipantStartTime field displays erroneous value in rare cases.