9.0.016.03

Genesys Customer Experience Insights Release Notes

9.x

Genesys Customer Experience Insights is part of 9.x starting in 9.0.007.03.

Release Date	Release Type	Restrictions	AIX	Linux	Mac	Solaris	Windows
12/23/20	Update			X

Helpful Links

Releases Info

• List of 9.0.x Releases
• 9.0.x Known Issues

Deployment Procedure

9.0.0 Deployment Procedure

Product Documentation

• Genesys Customer Experience Insights

Genesys Products

• List of Release Notes

What's New

This release contains the following new features and enhancements:

• Operating environment updates—This release includes updates to all included CentOS packages.
• iWD Reporting enhancements
  • The Media Type attribute is used to distinguish different media types (such as workitem or email). It is added to the following reports: Capture Point Business Value, Capture Point Task Duration, Customer Segment Service Level, Intraday Process, Resource Performance, Task Age, Task Detail, Task Work Detail Report.
  • The Media Type prompt enables users to filter by different media types. It is added to reports containing the Media Type attribute and to the following dashboards: Capture Point, Customer Segment Service Level, Intraday Process, Resource Performance, Task Age Dashboard.
  • The Interaction Type and Interaction Subtype attributes enable data to be organized by interaction type and interaction subtype. It is added to Task Detail, Task Work Detail Resource Performance Report.
  • The Interaction Type prompt allows Task Detail, Task Work Detail and Resource Performance Report to be filtered by Interaction Type.

  For more information, see CX Insights for iWD reports and dashboards.

  (CIWD-784)

Resolved Issues

This release contains the following resolved issues:

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When the enable-sdr option is disabled, the Final Disposition Dashboard is now hidden in the GCXI project. (GCXI-4095)

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In environments with Kubernetes 1.19, deployment using Helm now completes correctly. Previously in such scenarios, installation failed with an error similar to the following:

Error: unable to build kubernetes objects from release manifest: error validating "": error validating data: [ValidationError(Ingress.spec.rules[0].http.paths[0].backend): unknown field "serviceName" in io.k8s.api.networking.v1.IngressBackend, ValidationError(Ingress.spec.rules[0].http.paths[0].backend): unknown field "servicePort" in io.k8s.api.networking.v1.IngressBackend]

(GCXI-4090)

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In localized deployments, the following reports and dashboards are now translated:

• Agent Omnichannel Activity Report
• Agent Summarized State
• Agent Activity
• Predictive Routing Detail Report
• Predictive Routing Operational Report
• Agent Utilization
• Transfer Detail Report
• Co-browse Detail Report
• Predictive Routing Agent Occupancy Report (Active Time & Predictive)(Day)

(GCXI-4047)

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Upgrade Notes

Refer to the Deployment Procedure for this release to deploy the installation package within your environment.