Genesys Cloud - November 2, 2022

Introducing Genesys Cloud digital licenses

Genesys Cloud now offers two new digital license packages, Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital for digital customer communication. The digital packages are similar to the regular Genesys Cloud CX packages except the digital licenses do not include voice. With the digital packages, agents can communicate with customers who contact them through web messaging, Facebook Messenger, WhatsApp, SMS, and email. The digital licenses also include access to the CX digital agent workspace, an agent workspace optimized for digital interactions that enables agents to inspect their contact’s journey and profile during a conversation. For more information, see About Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital licenses. This feature requires one of the following subscriptions: Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital.

Agentless email notifications

Organizations can now send automated emails without an agent’s involvement. Administrators can configure emails to route from back-end systems, for example, from an Architect flow that uses a data action, or from an agent script that uses a data action. Organizations can use the automated emails to send notifications such as shipping information and appointment reminders. To use this feature, current Genesys Cloud CX 2 or Genesys Cloud CX 3 organizations need to enable agentless email in Appfoundry. For more information, see Agentless email notifications. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Outbound email campaigns

Outbound administrators can now create, set up, and run email campaigns in Genesys Cloud. Administrators can use outbound email campaign templates to create personalized message content in canned responses for outbound digital campaigns. To use this feature, current Genesys Cloud CX 2 or Genesys Cloud CX 3 organizations need to enable outbound email campaigns in Appfoundry. For more information, see Create an email campaign, and Add an email campaign template message. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Delivery status receipts for outbound email campaigns

Contact center managers and supervisors can now use the Interactions view to review the delivery status of emails sent on behalf of an email campaign or through the agentless email API. For more information, see Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Manage time zones for outbound email campaigns

Outbound administrators can now select a contactable time set for email campaigns. The contactable time set includes the standard time zone name and the optimum time to send an email to a contact. For more information, see Create an email campaign and Contactable time sets overview. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Increased email size limit for custom SMTP integrations

Agents can now send emails and attachments through a custom SMTP integration with up to 40 MB of data after base-64 encoding. For more information, see Attach a file to an email message. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.

New filters and columns in Content Search view

Contact center managers and supervisors can now search and filter for digital interactions using from, to, and conversation ID filters in the Content Search view. They can now also view data in To, From, and Subject columns. For more information, see Content search view. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

AudioHook billing for active use only

Genesys now bills for only the active portions of an AudioHook streaming session. This improvement ensures that organizations do not receive charges for any pauses during AudioHook streaming, including pauses during voice transcription, customer-initiated pauses from the AudioHook server, or when the AudioHook streaming server is disabled. Previously, Genesys billed customers for the entire length of the call, including pauses in streaming. For more information, see AudioHook Monitor pricing. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Cumulative uploads of external metrics for performance scorecards

Performance managers can now choose to perform cumulative uploads of external metrics. Cumulative uploads allow managers to capture external data, such as CSAT (customer satisfaction scores), daily sales, first contact resolution rate, and number of generated leads, throughout the day and add it to an agent’s performance scorecard. For more information, see Configure external metrics for performance scorecards and the POST
/api/v2/employeeperformance/externalmetrics/data API in Gamification APIs. This feature requires one of the following subscriptions: Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud EX, Genesys Cloud CX 1 WEM Add-on II.

Deprecations and announcements

API endpoint change for local key settings in recording service

On February 1, 2023, Genesys will remove legacy endpoints for local key management in the recording APIs. Unified endpoints for key configuration of different encryption types replaced the legacy endpoints as part of the April 2022 release of the “Bring your own keys” for recording encryption feature. For more information, see API endpoint change for local key settings in recording service.This feature has no restriction by user or required user to access.

CIDR IP address range for cloud media services expansion

On October 19, 2022, Genesys announced the purchase of an additional CIDR IP address range for use in Genesys Cloud media services. These new addresses will become active on January 18, 2023. This change affects organizations that use Genesys Cloud Voice or BYOC Cloud and have a firewall policy in place to allow only traffic from certain IP ranges and restrict outbound connections from Genesys Cloud clients, phones, and Edge devices. For more information about how to prepare for this expansion, see CIDR IP address range expansion for cloud media services. This feature has no restriction by user or required user to access.