Release Note: Genesys Hub

Important

In release 9.0, Genesys Cloud for Social has been renamed to Genesys Hub.

December 22, 2017 (9.0.001.01)

The System Status tab now displays an overview of the status for Genesys Hub. Users can view a summary of number of ongoing/closed Genesys Hub issues, number of Genesys Hub downtime events, and the percentage of uptime in Genesys Hub for the last 90 days. The uptime percentage is displayed with two decimal places. While the status of ongoing third-party issues (Facebook, Twitter, and other messaging services) is displayed, the third-party issues are no longer displayed after 7 days of their closure in the running log of changes and and the third-party issues do not count against open/closed issues, downtime events, and percentage of uptime.

The System Status tab now displays a banner at the bottom to notify users about urgent or important upcoming events, such as a planned maintenance or the upcoming move to AWS. The banner can include a link to download a PDF that has more information including, if needed, instructions for the users on preparing for the change.
Support for the upcoming Apple Business Chat messaging channel:

Hub now supports the upcoming Apple Business Chat (ABC) messaging service. Once Apple has launched the Apple Business Chat service and a brand has been approved by Apple for use of the service, users can configure the 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 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.
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.

Users can now run multiple consumer processes with multiple Kafka partitions. Twitter producers and consumers can get /status and /health endpoints that are served at the address configured by http_control_panel configuration parameter.
Facebook Connector's logging mechanism has been improved to record more issues than before. <--(SMD-4616)-->

The Twitter Connector no longer displays the ConnectionError(ProtocolError('Connection aborted.', BadStatusLine(""",)),) error message. These errors are not cached anymore. Messages from agents are delivered to their customers in Twitter when the correct proxy is set or the network issue is resolved.
The Facebook Connector no longer displays the ConnectionError(ProtocolError('Connection aborted.', BadStatusLine(""",)),) error message. These errors are not cached anymore. Messages from agents are delivered to their customers in Facebook when the correct proxy is set or the network issue is resolved.
Users can no longer view the contents of an URL when the URL is sent in a private message. Previously, users could view the contents associated with the URL though the URL was sent in a private message.
The Facebook Connector no longer restores a business’s pages in Facebook that have exceeded the rate limits and later deleted by the Admin.
Private message interactions are retained properly when switching strategy from conversation to Messenger or vice versa. Previously, some private message interactions were lost when switching from conversation to Messenger or vice versa.