Release Notes - Genesys Cloud Real-Time Adapter v2.4

Owned by Arielle Kaye Odeste
Jun 20, 2022
1 min read

Overview

Version 2.4 of the Genesys Cloud Real-time Adapter introduces multiple new features and bug fixes and is compatible with eMite 7.1.0 and later versions of the eMite platform.

Product Enhancements

  • Agent Metrics - The adapter can now subscribe to the notification topic User aggregate statistics (v2.analytics.users.{id}.aggregates) allowing it to collect metrics in real-time for each User.

  • Queue Metrics - The adapter can now subscribe to the notification topic Queue statistic observations (v2.analytics.queues.{id}.observations) allowing it to collect metrics in real-time for each Queue.

  • New field “External Tag” - The adapter now collects the “external tag” field from the Conversations notification topic and makes it available via the real-time message group RealTimeQueueConversations.

  • Conversation IDs - added to RealTimeQueueStatus Message Group to allow the identification of current ConversationId’s in Queue. New fields added:

    • MaxCallAcdWaitTimeConversationId

    • MaxEmailAcdWaitTimeConversationId

    • MaxChatAcdWaitTimeConversationId

    • MaxCallbackAcdWaitTimeConversationId

  • Detection of deleted and inactive agents – The adapter now is capable of detecting deleted or inactive agents in Genesys Cloud.

  • WFM adherence toggle – The adapter has been enhanced to only subscribe to the WFM notification topic (v2.users.{id}.workforcemanagement.adherence) if the adherence feature is enabled, reducing the subscription channels required.

  • PII (Personally Identifiable Information) masking - This feature allows the masking of PII data fields such as "phone numbers", "credit card numbers" in the real-time messages that are sent to the eMite dashboards.

Bug Fix

  • Remove comma in Agent Name - If an Agent Name has a comma in it, it will be removed by the adapter for the RealtimeAgentPresence Message Group.