Recording, QM and Interaction Analytics

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Not all releases or changes listed below may pertain to your deployment. Check the table below to see which releases apply to you.

Important
The Release table lists the initial availability date for each release and the deployment environments for which a release is made available. Except when otherwise stated in the description for a specific release, each release includes all of the features and resolved issues that were introduced on earlier dates, regardless of the deployment environment. The features and resolved issues that apply only to a specific deployment environment are noted as such.
First availabilityReleased forHighlightsRelease number
December 21, 2021
Azure.png
  • Multi-region support for screen recordings
  • Export of screen recordings metadata to Azure Blob for download
  • Interaction extract using the password
  • Support for cross-site domain IdP
  • Latency issue in SpeechMiner reduced
8.5.512.18
December 08, 2021
Azure.png
  • Multi-region support for voice recordings
  • Export of voice recordings metadata to Azure Blob for download
  • Security enhancements
8.5.512.16
November 17, 2021
Azure.png
  • Support for voice recording
  • Support for voice QM
  • Support for speech analytics
  • Encryption with secure storage of certificates in Azure HSM Key Vault
  • Single Sign On for SpeechMiner
  • Support for SSRS reports
  • Interaction transcription export
  • QM & GIA exports
  • Security enhancements
8.5.512.14
May 07, 2021
AWS.png
8.5.510.42

December 21, 2021 Azure.png

What's New

  • Supports screen recordings in both primary and secondary regions. You can use the SpeechMiner UI of the primary region to play back the recordings from both regions. (WFOAZURE-640)
  • Screen recordings metadata is now exported to Azure Blob for download. You can access and export the call events associated with an interaction and also find other interactions. (WFOAZURE-410)

Resolved Issues

  • Interactions that are exported to a ZIP file can now be extracted using the password set during the export operations. (WFOAZURE-702)
  • SpeechMiner now supports cross-site domain Identity Providers (IdP). You can log into SpeechMiner via SSO, when an external IdP is used. (WFOAZURE-744)
  • The latency observed while searching for a SpeechMiner interaction is now reduced. (WFOAZURE-716)

December 08, 2021 Azure.png

What's New

  • Supports voice recordings in both primary and secondary regions. You can use the SpeechMiner UI of the primary region to play back the recordings from both regions. (WFOAZURE-316)
  • Voice recordings metadata is now exported to Azure Blob for download. You can access and export the call events associated with an interaction and also find other interactions. (WFOAZURE-410)
  • Includes security enhancements.

November 17, 2021 Azure.png

What's New

  • Support for voice recording. It provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the Genesys Multicloud CX Contact Center.
    (GIR-30657)
  • Support for Speech Analytics. It provides automated speech analytics capabilities on all recorded customer-agent interactions to provide deep insight into these conversations. (GIR-30657)
  • Support for Quality Management (QM). QM enables you to monitor quality and evaluate agent performance on a periodic and consistent basis while minimizing effort through automated interaction selection to improve customer experience and engage with your staff. (GIR-30657)
  • SpeechMiner UI now supports Single Sign On. (GIR-30657)
  • You can store certificates in Azure Key Vault with HSM (hardware security module) protection. (WFOAZURE-381)
  • Support for SSRS (SQL Server Reporting Services) reports. You can use the reports to create a summary and analyses of interaction, speech, and external metadata. (WFOAZURE-233)
  • You can export the Quality Management report of the interactions and the interaction transcripts. (DB-3808)
  • Includes security enhancements.

May 07, 2021 AWS.png

What's New

  • The Last 2 Days and Last 3 Days pre-configured date ranges were added to the SpeechMiner UI Date Range filter. (PRSM-27714)
  • Updated: Aug 10, 2021 - SpeechMiner UI no longer supports Single Sign-On because it does not function as expected. It will be made available in a future release. (PRSM-27541)

Resolved Issues

  • SpeechMiner UI text strings appear in the correct language. Previously, the text strings periodically appeared in the wrong language. (PRSM-27634)
  • When searching for expired evaluation sessions, the Creation Date filter now works as expected. (PRSM-26861)
  • Keys in the interaction metadata that have the same name, but are not in the same case, will no longer be considered the same key. (PRSM-28108)

Known Issues

  • The SpeechMiner UI may display placeholder text instead of the appropriate localized text string. Workaround: Refresh the browser to display the correct text. (PRSM-28102)
  • When working with Internet Explorer, existing subjects are not shown in the Forward Interactions auto-complete list. (PRSM-28117)
  • When working with Internet Explorer, existing report names are not shown in the Compare Searches auto-complete list. (PRSM-28120)
  • Screen Recordings are truncated by a few seconds when the playback starts. When working with Internet Explorer, this issue occurs when the first few seconds of the screen recording is skipped. (PRSM-28121)
  • After renaming a saved SpeechMiner dashboard, the previous name is displayed until the user logs out and in again. (PRSM-28123)
  • The online help for the Date Filter options does not include descriptions for the Last Work Day, Last 2 Days, and Last 3 Days filter options. (PRSM-28181)



Prior Releases

For information about prior releases, see Recording, QM and Interaction Analytics.