Release Note: Genesys Hub

Important

Prior to release 9.0, Genesys Hub was called Genesys Cloud for Social.

December 22, 2017 (9.0.001.01)

The System Status tab now displays an overview of Genesys Hub health. Users can view a summary of number of ongoing/closed issues, number of downtime events, and the percentage of uptime in Genesys Hub for the last 90 days. The System Status tab no longer displays the issues in Facebook and Twitter Connectors after 7 days of their closure in the running log of changes.

Hub now supports Apple Business Chat (ABC) messaging service. Users can now configure a messaging service for ABC and create the associated ABC accounts/channels in Hub.

The running log of changes in the System Status tab now includes status changes of Apple Business Chat connector also. A new filter, ABC only, is now available for users to view only the ABC related status updates in the History Logs section.
Hub now allows users to toggle between production and non-production modes for ABC channels. For more information on the Production Toggle function, see Production Toggle.
Hub now supports skipping analytics in the cloud for ABC connector. This feature allows customers to enable message pass-through in the cloud and to skip storing and analyzing ABC messages. As a result, users cannot view the post count or the messages in the inbound and outbound messages. However, users may view these messages temporarily in the message queue. This feature will help customers who have a significantly high server load.
Hub now supports ABC List Picker and Time Picker APIs. An agent can use the List Picker to enable their business customers to select one or more items from a list that the agent sends. Similarly, an agent can use the Time Picker to enable their business customers to select an available time slot when scheduling a meeting or appointment.
Users can now view and copy the business URL and ID from their channels.

Hub now supports Queue history window, Queue Notifications, and Backlog (minutes) settings for ABC channels.
A new field, RPC cache timeout, has been added to the ABC channel settings. This field allows you to set a timeout for caching messages that agents might send repeatedly over a period of time. You can enter a value ranging from 0 to 3600 seconds in this field. For example, if you enter 3600 (3600 seconds or one hour) in this field and the driver sends the same message repeatedly, Hub will not forward the message from the agent more than once for a duration of 3600 seconds or one hour. The value, 0, disables the timeout.
Users can now activate or suspend ABC channels. Inbound messages are fetched and outbound messages are sent as long as the service channel is active.