• Contents

What's New in Interaction Connect

Genesys introduced the following changes and enhancements in Interaction Connect Releases.

2019 R3

  • Journey Map

    Journey Mapping is a new Interaction Connect feature. Journey Mapping is a history of interactions between PureConnect client users and outside contacts. It tracks various types of interactions (phone, fax, email, web chat.) For more information, see Journey Map.

    Requirements: Customers who have Tracker licenses need not buy any new licenses to use this feature. For more information, see Journey Map Licensing and Rights.

  • PureCloud Directory view

    This is no longer supported as of 2019 R3.

  • Support for Arabic

    Arabic is now available as a language selection for Interaction Connect. You can change the language used in the interface when you log on to Interaction Connect. For more information, see Logging On.

2019 R2

  • Auto select interactions after disconnect

    When you enable this new alerting option Interaction Connect automatically selects the oldest interaction that is not disconnected when you disconnect your current interaction. See Alerting Options.

  • Genesys Altocloud

    Altocloud Chat interactions are now indicated by a standard Chat icon with an Altocloud badge.

  • Web Chat Widget Subject

    The information entered in the Subject field on new chats created by the Web Chat widget now appears in the Notes property on Chat interactions. For more information, see Web Chat in Widgets Plugins Configuration.

2019 R1

  • Altocloud

    Altocloud is a customer journey analytics platform that analyzes all kinds of visitor journey behavior and data. Your organization can use it to observe and analyze visitors on your digital properties, such as websites. Altocloud can predict what it will take for visitors to achieve a desirable business outcome, and then acts to offer the most appropriate and effective channel to assist them in completing their journey.

    The Altocloud view displays a visitor's journey on your company's website. It gives you a real-time visualization of their experience and enables you to assist them in achieving their goal, whether it is ordering a product, requesting a quote, or some other specific milestone.

  • New Genesys Widgets

    Interaction Connect supports the configuration of more Genesys Widget types for use in your company’s website. For more information, see Widgets Plugins Configuration.

    • Callback: Website visitors can request a call from one of your support agents. PureConnect routes this as a Callback request interaction to a designated queue.

    • Call Us: Website visitors can call selected phone number displayed on the Call Us widget.

    • Offers: Use the Offers widget to display a product or promotion along with an image or a video. You can select from Toaster or Overlay mode.

    • Sidebar: The Sidebar widget displays icons, titles, and command shortcuts for the widgets available on your website.

  • Third-Party Chatbot Support

    Requirements: For third-party Chatbot support, the IC Server must be running CIC 2019 R1 Patch 5 version or later. Alternatively, you can apply a gap ES to an IC Server running CIC 2019 R1 Patch 4. Chat Bot support also requires Interaction Connect version 2019 R1 Patch 5 or later.

    Support for Google DialogFlow, Amazon Lex, and IBM Watson is included in this release. Support for other third-party chatbots will follow. You configure any of these third-party chatbots in the Interaction Connect Widgets view. For more information, see Widgets Plugins Configuration.

    This release also provides the ability for widgets to use websockets when talking to chatbots. It also enables an optional server parameter, webhook, within the ICWS web chat API that eliminates polling the server.

  • Rebranding

    We updated the look and feel of the PureConnect browser-based applications to match Genesys User Experience guidelines. There were no changes in functionality. Interaction Connect is one of these rebranded applications.

2018 R5

  • Social Media Direct Messages

    Social Direct Message is a new interaction type that enables agents to respond to private messages sent to your corporate Facebook page or directed to your corporate Twitter account. Interaction Connect users can now receive and reply to these ACD-routed social media interactions in the familiar Current Interactions view. For more information, see Social Media.

    Administrators can configure different ACD workgroups for Social Media Conversations and Direct Messages. For more information, see Configure Facebook channels and Configure Twitter Channels.

    Agents can review and acknowledge scorecards or review recordings of their Direct Message interactions in the My Quality Results view. See Social Direct Message Scorecard.

    Special Notice: PureConnect does not support secure input in Social Media Conversations or Direct Messages. Do not include credit card numbers or other sensitive information in your replies and discourage your customers from doing so.

  • Social Media and Response Management

    You can use stored responses in both Social Media Conversations and Social Media Direct Messages. For more information, see Use Response Management in a Social Media Interaction.

2018 R4

  • Account Codes Configuration

    Administrators with the appropriate rights can configure account codes in the new Account Codes view. Account Code configuration was formerly available only in Interaction Administrator. For more information, see Configure Account Codes.

  • Alert Configuration

    Supervisors can configure their own alerts in Interaction Connect. Previously, supervisors could configure alerts only in Interaction Supervisor in ICBM. An alert appears when a statistic enters a user-defined threshold, is within bounds, or is no longer within a range of values. For example, you can base alerts for telephone calls on calls longer than a specific duration, average hold time greater than a specific value, and many other metrics.

    Requirements: To configure alerts, you need the Interaction Supervisor Plug-In: Workgroups license. To use this license, you must also enable supervisor features. You can view your active alerts in the Active Alerts view. To add views, you need the Customize Client Security right. For more information, see Manage Alerts.

    Warning: PureConnect does not support simultaneously logging into Interaction Connect and ICBM to manage alerts.

  • Genesys Widgets

    Widgets are streamlined and lightweight elements you can add to your company’s website to support activities like chatting with an agent. Interaction Connect supports the configuration of Genesys Widgets for use in your company’s website. These widgets are easy to configure and deploy by means of code snippets you include in your company’s website. For more information, see Widgets.

    Note: The initial release supported the Genesys Chat widget.

  • Interaction Process Automation

    Interaction Process Automation (IPA) is a communications-based process automation system that manages business processes by routing work items to qualified and available members of your organization in a defined and controlled manner.

    Requirements: Only agents with the appropriate licenses and rights can use Interaction Process Automation. For more information, see IPA User Licenses and IPA User Rights. Also, IPA is available to Interaction Connect users only by special arrangement. To unlock this feature, the CIC administrator must contact Graeme Provan, Global Director of Business Automation.

  1. If you have the appropriate license and user rights, you can:

    • pick up a work item and complete a necessary task

    • start a process that routes work items to other members of your organization

  • Social Media conversations

    Social Media Conversation is a new interaction type that enables agents to respond to Facebook posts and mentions on Twitter. Interaction Connect users can now receive and reply to these ACD-routed social media interactions in the familiar Current Interactions view. For more information, see Social Media.

    Administrators can enable and configure Social Media interactions in the Social Media view. For more information, see Configure Social Media.

    You can review and acknowledge scorecards or review recordings of your Social conversations in the My Quality Results view. See Social Conversation Scorecard.

  • Note: In a future release, social media interactions will also include Facebook and Twitter private (direct) messages.

  • Stationless Logon

  • Administrative, supervisor, Interaction Process Automation, Interaction Optimizer, Social Media, and other features are available without a station in Interaction Connect. Also agents can log on and handle interactions that do not require a station (like chats and emails) without consuming a Basic Station license. Interaction Connect hides or disables features that require a station when you log on without selecting a station. For more information, see Stationless Logon.

    When you log on without a station or Client Access license, but have a Supervisor license, the new Monitored Interactions view enables you to continue to monitor interactions that you are listening to or recording. For more information, see Monitored Interactions.

2018 R3

  • Interaction Scripter

    The Interaction Scripter integration with Interaction Connect now supports custom campaign scripts. For more information about custom scripts, see Interaction Scripter.

    Note: Custom scripts written to run in Interaction Scripter .NET Client must be modified to run in Interaction Connect. Developers can find information about the required modifications in the Interaction Scripter Developer's Guide in the PureConnect Documentation Library.

    You can delay receiving calls after logging on to campaigns. You can start receiving calls when you are ready by selecting the Start Receiving Calls button in the Campaigns sidebar. For more information, see Log on to Campaigns.

  • Interaction Optimizer Integration

  • Interaction Optimizer enables you as an agent to view your schedule, submit time off requests, and trade shifts with other agents. Schedule reminders appear as both desktop alerts and as badges on the Activity Feed icon. You can set reminder times for each type of scheduled activity. These setting control how far in advance you are alerted to changes in your scheduled activity.

    Your CIC administrator determines whether you have access to these Interaction Optimizer features inside Interaction Connect.

2018 R2

  • Call Security

  • CIC provides call security that prevents others from listening in on a call or even determining which internal parties are involved in a conversation. When the CIC administrator configures your station to request that all calls are secure or if you are involved in a call where one of the parties has requested a secure call, the CIC client monitors a call’s security level to determine if it is secure and remains secure. Call security icons appear in My Interactions. For more information, see Call Security.

  • Custom Buttons

  • Your CIC administrator can create custom buttons for the Queue Control toolbar which appears on the My Interactions view and other queue management views. A custom button can invoke a handler or an add-in. A custom button can be available for use at all times or only when an interaction is selected, or only when a specific type of interaction (such as a chat) is selected, or only when an active (not disconnected) interaction is selected.

  • Workgroup Activation Management

  • A user who has an Interaction Supervisor Plug-In: Workgroups license and who has enabled supervisor features can manage other users' workgroup activation status from various places in Interaction Connect. New User Activations and Workgroup Activations buttons can appear on the Company Directory or workgroup directory toolbars. You can also manage user Activations from the Agent Statistics view. You can also manage the activation status for members of a workgroup from the Workgroup Statistics view and the Workgroup Overview.

    You use a new activation toggle control to manage activation status. You can also use this new control to manage your own workgroup activation status in the Workgroup Activation dropdown list.

2018 R1

  • Personal Prompts

  • You can now record personal prompts in Interaction Connect. Personal prompts are messages you record which are played to people who call you. See Personal Prompts Options.

2017 R4

  • Web-Based phone

  • You can test the microphone and speakers you select for use with the Web-Based phone. Your microphone and speakers selections are saved for the next time you log on to Interaction Connect and select the Web-Based Phone as your workstation.

  • Monitored Appearances

  • You can set up Monitored Appearances to observe and manage interactions for selected users.  You can configure ring and alert settings for these monitored appearances. Access Control rights determine which queues you can view and what actions you can perform on the interactions in these queues.  See Working with Monitored Appearances and Configure Monitored Appearances.

  • Workgroup, User, and Station queue views

  • If you have the appropriate Access Control rights, you can add views to display and manage interactions for selected workgroups, users, and stations. See Introduction to Queues.

    You can filter these views by interaction type, state, or assigned user. Supervisors can also set additional queue filter parameters that control the maximum number of interactions shown and the order in which they appear. See Filter a Queue View.

  • Interaction Scripter integration

  • The Interaction Scripter integration enables you to process outbound calls placed by Interaction Dialer. The new Interaction Scripter view contains information pertaining to the call, the customer, and the campaign, based on behavior defined in a script. This information appears in a form that you complete. All information that you collect or modify during the call is routed back to database tables. The features available in the Interaction Scripter view are very similar to those in Interaction Scripter .NET Client (sometimes called the Dialer client.)

2017 R3

  • Create and edit directory entries

  • You now have the ability to create, edit and delete directory entries.

    Note: When you have the appropriate rights, as in the IC Private Contacts directory, you can insert and delete directory entries. You need the Directory Administrator Security right to edit public directories belonging to other users. You cannot edit Company Directory entries. Some additional conditions apply when you want to add, edit or delete contacts in a private directory. For more information, see Working with Directories.

  • Create Speed Dial views

  • You can now create Speed Dial views from inside Interaction Connect. You can share these views with other CIC users or keep them private. For views you make Public, you also determine if other users can add, change or delete entries or even rename the Speed Dial view.

    Note: CIC does not support LDAP data sources for General Directories or Speed Dial directories in the current Interaction Connect release.

  • Camp

  • Camp is a function that can watch another user’s status and alert you when that status changes. When another CIC client user in your organization is currently unable to take your call, you can camp on that person’s extension until that person becomes available.

  • Faxes

  • A new Fax view is available. It enables you to view PNG or PDF format faxes in your browser. You can sort and select the faxes appearing in this view. You can also download the fax file.

    Note: You can download and view I3F format faxes in Interaction Fax. Or you can download TIF format faxes and view them in the default Windows application for TIF files.

  • Text Messages

  • ACD-routed SMS text messages can appear in Interaction Connect as chats. You interact with these text messages exactly as you would any other chat.

  • Voicemail

  • A new Voicemail view is available. It enables you to view and play voicemail messages. You can sort and select the messages appearing in this view. You can also download the voicemail message file. The Voicemail view automatically refreshes when you receive a new voicemail message. A new Voicemail Message Waiting Indicator (MWI) appears when you have unheard voice mail messages.

2017 R2

  • Advanced Dialing Options

  • The Advanced Dialing Options dialog box now has a Call History drop-down list that enables you to select a recently-dialed number.

  • Web-Based Phone

  • The Web-Based Phone feature enables Interaction Connect user to use a web browser on a PC as a SIP telephone using WebRTC as the communication protocol. The Web-Based Phone eliminates the need to distribute, install, and configure a physical IP telephone for each agent or user, or to install a SIP soft phone application on PCs.

    Note: The Web-Based Phone requires CIC 2017 R3 for PureConnect Cloud.

  • Co-Browse

  • The new Co-browse and a new Co-browse widget in the My Interactions sidebar enables you to assist visitors to your company's website. The visitor can show an agent the issue or question they have on a webpage. You can view the screen and interact with the screen to point a website visitor to information or guide them in resolving an issue. The limits of your manipulation of the visitor's screen is at the visitor's discretion.

    Requirements: Since this feature leverages PureCloud, your CIC administrator must enable the 'PureCloud for CIC' feature as outlined in the PureCloud for CIC Administrator’s Guide. Co-browse is an advanced and billable feature and requires the paired PureCloud organization to be upgraded to Engage 3. Special pricing is available for existing CIC customers. PureCloud Administration is required to give co-browse permission to users. The co-browse feature is not available in Interaction Connect until your PureCloud administrator assigns you the appropriate Co-browse permissions.

  • Email on behalf of a workgroup

  • You can start an email interaction on behalf of a workgroup. When you start this interaction, you are prompted to select a workgroup and outbound mailbox. This outbound email interaction can be included in Customer Interaction Center reports and statistics. Additionally, as an interaction, it could be processed by any custom email handlers in your Customer Interaction Center installation.

  • Personal Responses

  • You can create your own responses, organize them in categories, and store them in a personal Response Management library. Search for and use these personal responses in interactions.

    Requirements: The Response Management Editor is available to Interaction Connect users only if you have 2017 R2 or later CIC server. For other requirements, see Working with Response Management

2017 R1

  • Workgroup Statistics

  • Three new views enable you to view live statistical data for selected workgroup queues. If you have the appropriate rights, you can add the Workgroup Statistics view, Workgroup Overview, and Agent Overview to Interaction Connect. The Workgroup Statistics view enables you to view basic statistics and can help you monitor your performance and compare it to that of a selected workgroup. The Workgroup Overview enables you to view live statistical data for a selected workgroup in an efficient and highly visual format. The Agent Overview shows the activity of an agent within a selected workgroup.

  • Status Summary icon tooltip

  • Tooltips for Status Summary icons now display Status Notes and Until Date and Time if available.

  • Response Management shortcuts and alternate languages.

  • To use Response Management shortcuts with certain alternate languages in Windows, such as Chinese Simplified PRC, you can now press Ctrl+Alt+Space instead of pressing Ctrl+Space. For some alternate languages, Ctrl+Space changes the language setting.

2016 R4

  • Enhanced Password Requirements
  • Your CIC administrator has new Password Policy options that may require you to use a minimum number of upper and lower case letters, numbers and even special characters in your CIC password. New Password Policy restrictions can also prevent you from using your phone extension or the reverse of your phone extension as a CIC password.

  • New ways to insert images in Email replies.

  • You can drag and drop an image into an HTML email reply in any browser where you are using Interaction Connect. You can also cut and paste images from the Windows clipboard in all browsers except for Internet Explorer 10 and Safari which do not support this feature.

  • PureCloud for CIC

  • PureCloud is a cloud collaboration, communications, and customer engagement platform that takes full advantage of the distributed nature of the cloud.

    If your CIC administrator enables PureCloud for CIC, you can experience the collaborative features of PureCloud. PureCloud for CIC brings users together in a single environment that allows for seamless communication between CIC and PureCloud users by automatically synchronizing CIC and PureCloud user information.

2016 R3

  • Dial on Behalf of a Workgroup
  • You can associate an outbound call with your workgroup. Primarily used for administrative and reporting purposes, this feature enables the call to count towards an agent’s and the workgroup’s statistics.

  • Drag and Drop configuration

  • After you drag and drop a call to create a conference, a confirmation dialog box may appear asking you if you are sure you want to create this conference. If you have the appropriate rights, you can turn off these confirmation dialog boxes by clearing the Confirm drag and drop operations check box in the General node of the Application Settings dialog box.

  • PureCloud for CIC
  • If your CIC administrator enables PureCloud for CIC, you can experience the collaborative features of PureCloud. PureCloud for CIC brings users together in a single environment that allows for seamless communication between CIC and PureCloud users by automatically synchronizing CIC and PureCloud user information.

  • Secure Pause a Recording

  • You can use Secure Pause to avoid recording sensitive information, such as a Social Security number or credit card number, during a call.

  • Snippet Recordings
  • If you have the appropriate license and rights, you can use the new Snip button to create SASF (Secure Authenticated Stream Format) interaction recordings that are stored in the CIC database. For more information about the difference between Ad hoc and Snippet recordings, see Recording Types.

    Note: Snippet recordings of email interactions are available only if your CIC administrator separately enables this feature. Snippet recordings of email interactions are not available by default.

  • Wrap-Up codes
  • You can assign Wrap-Up codes to interactions associated with a workgroup queue. Your CIC administrator can generate reports to categorize call details by Wrap-Up codes.

2016 R2

  • Email
  • You can use the CIC client to read and respond to ACD-routed email messages. An ACD-routed email message is sent to a mailbox associated with a workgroup. This message is then routed to the workgroup members as an interaction.

    A new Email configuration option controls whether inline images and other linked content appear in incoming email messages. Depending on the browser you use for the CIC client and type of audio file, you can click a Play button to hear audio files attached to an incoming email message.

  • Response Management
  • You can use stored responses, such as answers to Frequently-Asked-Questions, to handle interactions more quickly.

  • Status Summary icon tooltips
  • Point to an icon in a directory's Status Summary column to display a tooltip that explains its meaning.

2016 R1

  • Add-in Architecture

  • Interaction Connect's new add-in architecture enables your in-house developers to add custom features to the CIC client.

  • Initiate an intercom chat

  • You can chat with other CIC client users. In previous releases, you could participate in intercom chats if invited by another CIC client user, now you can initiate a chat with another CIC client user on the same CIC server.

  • Logon page with DOD/JITC authentication

  • Department of Defense employees can use Common Access Cards (CAC) to log on to the CIC client.

2015 R4

  • Account Codes

  • You can assign Account codes to interactions. Account codes are useful for organizing interactions by customer for billing purposes. Some configuration is required.

  • Additional Directories

  • You can display Speed Dial, General, Station Group, Workgroup, and Workgroup and Attendant Profile directories.

  • Client Memos

  • CIC administrators can create client memos to communicate with CIC client users. These memos can appear as desktop pop-ups and notifications.

  • Request Assistance

  • You can chat with your supervisor when you request assistance with an interaction.

  • Save Logs

  • If you experience a problem, you can generate a CIC client log file, attach it to an email message and send it your CIC support representative.

2015 R3

  • Callbacks

  • Callbacks are now a supported interaction type in Interaction Connect. Using the Callback feature, visitors to your company’s website can leave a request for an agent to call them back. CIC routes the request as a callback interaction and it appears in the appropriate queue.

2015 R2

Interaction Connect GA release.

Related Topics

Add-in Architecture

Assign Codes to an Outgoing Interaction

Camp on an Internal Extension


Create Personal Responses

Create a Speed Dial View

Dial on Behalf of a Workgroup

Display the Workgroup and Profiles View

Email Configuration

Initiate a Chat Session

Personal Prompts Options

PureCloud for CIC

Request Assistance from Your Supervisor

Save Logs

Single Sign On

Start an Email Interaction

Supervisor Client Memos

Understanding Account Codes

Understanding Wrap-Up Codes

Use the Voicemail View

Use a Response Shortcut

Web-Based Phone

Workgroup Overview

Workgroup Statistics View

Working with Callback Requests

Working with Email Messages

Working with Directories

Working with Other Directories

Working with Response Management

Working with Text Messages