Genesys Cloud FedRAMP region – December 6, 2023
Genesys is modifying the regional deployment schedule for the release of new features. This week’s features will begin to deploy on Wednesday, with full deployment across all regions expected to be completed by the end of the day Friday.
Customer engagement
In-queue and scheduled callback automation
Administrators and contact center managers can now automate portions of the callback process to provide agents an automated experience when they handle scheduled and in-queue callbacks. The callback queue configuration offers options to Auto-Answer, Auto-Dial, and Auto-End Callback interactions. This feature removes the need for agents to perform manual actions and leads to improved handle times for in-queue and scheduled callbacks. For more information, see Create and configure queues , Enable communication level After Call Work and automatic callbacks , and Place, transfer, and dismiss a callback. This feature requires no restriction by user or required user to access.
External contact management user interface refresh
External Contacts has a new look and feel. Improvements to the user interface include alignment with the appearance of contact and organization views, a more streamlined process to create and edit contacts, and implementation of common components for editing fields. These enhancements ensure a more consistent and user-friendly approach to contact management within Genesys Cloud. The dedicated toggle in the user interface that enables users to switch between the new, default version and the old version is available until February 27, 2024. For more information, see the community post: Coming soon: Refresh of Contact Management UI. This feature requires one of the following subscriptions: Collaborate, Communicate, Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3.
Increased support for non-E.164 format phone numbers in Single Customer View
Agents can now automatically view contact search results in the profile pane and in pre-call work for contacts who have non-E.164 format phone numbers. Agents can then select the matching External Contact from the search list, or create a new contact and claim that phone number as an identifier. Previously, Genesys Cloud did not support non-E.164 numbers by identity resolution. This feature also includes the addition of click-to-dial support for non-E.164 numbers when agents view an External Contact and reduces the need for agents to copy and paste information. For more information, see Can I add a non-E.164 number to a phone field for an External Contact?, Search for contacts or organizations, and Search for a contact. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Perform a benefit assessment before predictive routing free trial activation
Administrators can now assess the potential benefits of using predictive routing on their queues before they activate the free trial. This feature allows the administrators to wait until queues show a high optimization potential or wait for a suitable time to start their trial, and then use predictive routing to route interactions. For more information, see Predictive routing benefit assessment. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Data, analytics and reporting
Topic miner French language support
Topic miner is now available for French (fr-FR) and Canadian French (fr-CA). This feature enables analysts and administrators to use the mined data to gain insights into emerging trends in French interactions and create new topics or improve existing topics in those languages. For more information, see Genesys Cloud supported languages . This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Mine for new trending topics in email interactions
Analysts and administrators can now use the topic miner to mine for new trending topics within email interactions. This feature enables them to better understand emerging or popular subjects. For more information, see Add a new topic miner . This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Sentiment Analytics data in Agent/Queue/Flow Topic views
Supervisors and analysts can now access sentiment data within the Agent, Queue, and Flow topic summary views. This feature enables a comprehensive understanding of sentiment performance, coupled with topic information, in key analytics reports. For more information, see Queue topics summary view , Agent topics summary view , and Flow topics summary 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, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
Supervisors and analysts can now apply filters to all data within the Topic Trend Summary and Agent, Queue, Flow topic summary views based on one or more topics. This feature enables supervisors and analysts to cross-reference topics and gain valuable insights into topic performance, especially in cases where multiple topics are evident. For more information, see Topic trends summary view, Queue topics summary view , and Agent topics summary 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, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Agent, Queue, and Flow topics summary view enhancements
Supervisors and analysts can now track the trend of a specific topic over time by selecting the corresponding column header within the Agent, Queue, and Flow summary views. They can also gain an overview of topic information by hovering over the column header, or the topic name in the column addition section. This feature provides a convenient way to visualize topic trends and obtain valuable insights. For more information, see Queue topics summary view , Agent topics summary view , and Flow topics summary 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, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Content search enhancements
Supervisors can now sort content search columns, including date, duration, and sentiment score, in ascending or descending order. They can also layer multiple topics, words, or phrases using AND/OR and perform a complex search with a new filter limit. These enhancements enable supervisors to quickly locate specific interactions, cross-reference topics to gain valuable insights into topic performance, and provide a more effective and user-friendly content search. 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.
Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese
Customer sentiment analysis and agent empathy analysis are now available for Dutch (nl-NL), German (de-DE), Italian (it-IT), and Japanese (ja-JP). Agent empathy scores are currently only available via speech and text analytics APIs. For more information, see Genesys Cloud supported languages . 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.
Employee productivity
Real-time monitoring for web messaging channels
Supervisors can now monitor agent web messaging and third-party messaging application interactions. During web message interactions, supervisors have access to all of the contextual panels visible to the agent and can perform a thorough review of the digital interaction between the agent and the customer. Supervisors with appropriate contact editing and real-time monitoring permissions can update external contacts during a real-time monitoring session. For more information, see Monitor in-progress digital interactions. This feature requires one of the following subscriptions: Genesys Cloud CX1 Digital Add-on II, Genesys Cloud CX2, Genesys Cloud CX2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Workforce engagement
Screen recording available in Genesys Cloud CX 1 license
Genesys Cloud now offers screen recording to organizations with the Genesys Cloud CX 1 license. This feature does not include any functional changes. Also, the data storage allocation to Genesys Cloud’s fair-use policy across all tiers remains the same (for example, named CX1/2/3 remain at 17.5GB/25GB/32.5GB per month, respectively). For more information, see Add Workforce Engagement Management to your subscription, and Screen recording policy changes for Genesys Cloud CX 1 users. This feature requires the following subscriptions: Genesys Cloud CX 1.
Performance insights view
Administrators and supervisors can use the new Insights view to compare how agents perform key measures. Supervisors can view the overall performance of agents compared to their goals, track agent improvement, assign learning modules, schedule coaching sessions, and directly follow-up with agents via chat. For more information, see Agent activity insights. This feature requires one of the following subscriptions: Genesys Cloud CX1 WEM Add-on II, Genesys Cloud CX2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Bulk archive recordings through recording bulk action API
Administrators can now use the recording bulk action API to archive recordings in bulk. This feature enables organizations to archive past recordings on a large scale, especially when data RAM allocations under the fair use policy reach or exceed the maximum limit. For more information, see Genesys Cloud Developer Center – Bulk delete\export of recordings . This feature requires one of the following subscriptions: Genesys Cloud CX1, Genesys Cloud CX1 Digital Add-on I, Genesys Cloud CX1 WEM Add-on II, Genesys Cloud CX2, Genesys Cloud CX2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Quality evaluation scores now available as a gamification metric
Agents can now see monthly quality evaluations schedule and performance in their Gamification scorecard. Agents can then measure their goals and objectives against the ones that their supervisor sets. For more information, see Configure gamification profile metrics, Agent activity overview, and Revise the score of an interaction. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
- Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
