Designer (v9)

Note: Not all changes listed below may pertain to your deployment.

• May 31, 2019 (9.0.104.04)
• January 18, 2019 (9.0.100.21)
• Known Issues

May 31, 2019 (9.0.104.04)

What's New

Google Automated Speech Recognition

• The Input Settings tab of the Bot block has a new option, Select Recognition Engine, with Google ASR (Automated Speech Recognition) enabled as the default speech recognition engine.

Rich media enhancements

• During a chat session, DTMF prompts configured in the Menu block will now appear as "quick reply" buttons that customers can click instead of manually typing a response.
• The Play Message block now lets you display an image to a customer during a chat session. You can enable this option on the Message Settings tab, where you can then specify the variable that contains the URL path to the image you want to display.

New languages

• Designer now supports Punjabi (pa-IN).

Predictive Routing reports in Designer Analytics

• The Routing Analysis dashboard now includes reports for Predictive Routing.

Resolved Issues

Newly-added for May 31 release:

• Designer now displays assigned chat endpoints correctly when the name contains an underscore ("_"). (DES-7909)
• When the Specify Skills in this block option in the Route Calll block is enabled, the radio button now correctly displays the option as selected. (DES-7813)
• For applications that are enabled for digital interactions, the Treatments tab of the Route Call block now lets you specify the number of seconds that should elapse between each treatment iteration (this setting is ignored for voice interactions). (DES-7751)
• Bulk audio imports are now working correctly. (DES-7738, DES-7739, DES-7749)
• In Application Settings, the Speech Recognition values are now displayed correctly when adjusted by the sliders. (DES-7729)
• Designer now applies the correct disposition ("Abandoned in Queue") if the Clear on Timeout option is enabled in the Route Call block and a caller in the queue disconnects. Previously, in this scenario, Designer would incorrectly apply the "System Error" disposition. (DES-7723)

Previously-captured items:

• When using the Route to another Application option in the Route Digital block, the current application is no longer listed as one of the available target selections. (DES-7297)
• When an application processes a block that collects customer data (for example, a User Input, Menu, or Bot block), Designer now only considers customer messages received after that block is processed. (DES-7324)
• When publishing a media collection, languages that were previously deleted no longer appear in the list as added languages. (DES-7233)
• For digital applications, the option to assign or manage endpoints is now enabled only after the application has been published. (DES-7324)
• Chatbots now correctly capture information that is provided by customers. Previously, the bots sometimes did not capture all of this information correctly. (DES-7204)
• When an outbound call fails to be created, Designer no longer disconnects the call and generates an error message. (DES-5839)
• When a callback is accepted, Designer now waits until all reporting processing is completed before making the outbound call. (DES-5804)

January 18, 2019 (9.0.100.21)

What's New

Microservices platform

• Designer is now built as a microservice, which means you'll get faster access to new features and zero downtime during upgrades.

Omnichannel capability

• You can now "build once, and deploy anywhere"; a single call flow can handle both voice and chat interactions.
• Email handling — the new Send Email block lets an agent send an email to a customer, and the new Automated Message block sends an automated confirmation to a customer that their email was received.

Chatbots

• You can use the Bot block in the Self Service phase of your application to add a chatbot to your application. Chatbots are software applications that apply automatic speech recognition and natural language understanding to listen and respond to customers in a way that resembles a conversation with a live agent. You can define and manage your bot resources in the new Bot Registry.

Predictive Routing

• If your site is enabled for Genesys Predictive Routing, you can use the Predictive Routing block in your applications to take advantage of this powerful routing capability. This feature allows Designer to retrieve a list of agents that are best equipped to handle a specific type of call and then route the call to the agent with the highest likelihood of a successful outcome.

Streams and Builds Workflow

• Designer now features a streams-based workflow, where you can generate multiple builds of an application and assign them to different streams. For example, you can have one build of an application assigned to QA, and another build of the same application assigned to your Live operations. You can manage these builds from the application properties.
• You can now designate certain resources for use in testing, so that non-production builds do not reference resources that are being used in your live operations.

Other features and changes

• The new Manage OpenMedia Endpoints setting under Application settings lets you select and assign an OpenMedia endpoint to the application (to support Genesys Task Routing).
• The new Record Utterance block lets you capture a voice recording of a caller that can then be sent to an external API (using an HTTP Rest block) or played back using a Play Message block.
• The new Click-to-Call-In- Match block lets you compare and match a caller's information with details they provided earlier and then route the interaction accordingly.
• The Input tab of the User Input block has two new options (Service and Arg), that are added to support dynamic speech grammars.
• The User Input block has two additional tabs, Confirmation and Confirmation Retry, that let you ask customers to confirm their responses.
• A new option, Set Agent Reservation Priority to current priority option, is added to the Routing Priority tab of the Callback block to apply the current priority of the call at the time an agent was found for the callback to the agent reservation request (when using the Use Priority during Routing option).
• The Routing tab of the Route Digital block has a new option, Route to another Application, that lets you route the interaction to the interaction queue of the selected destination application.
• Speech Grammars is now called Grammars & Bots.
• Audio Resources is now called Media Resources.
• Message Resources is now called Digital Resources.

Known Issues

• In Designer 9.0, you can only import applications that were created using a 9.0 version. Applications exported from non-9.0 releases are not compatible. (DES-7283)