Genesys Cloud FedRAMP region – December 13, 2023

Outbound dialing contact list builder

Outbound administrators can now use the contact list builder to upload a data file and create multiple contact lists from that source. Administrators can select a contact list template and a contact list filter to establish a reusable import template and then apply various splitting methods, such as Percentage, Quantity, Column Value, and Custom Selection. For more information, see Contact list builder. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Mobile customer journey tracking

Genesys Cloud now enables organizations to integrate journey tracking into mobile apps. Administrators can configure mobile-specific segments and outcomes through the console, collecting user navigations. For more information, see About mobile journey tracking. This feature requires one of the following subscriptions: 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.

Mobile app event orchestration

Genesys Cloud now enables organizations to integrate journey tracking capabilities into their mobile applications. Administrators can trigger proactive messages within the application via Predictive Engagement. For more information, see Create a mobile messaging offer, and About mobile journey tracking. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support

Programs, topics, and phrases support is now available for Chinese Cantonese (zh-HK), Chinese Mandarin (zh-CN), and Chinese Taiwan (zh-TW). 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.

Average Talk Time gamification metric

Administrators can now configure a gamification metric based on Average Talk Time. Average Talk Time is a variation of Average Handle Time that excludes hold times and wrap-up time or ACW. For more information, see Configure gamification profile metrics. 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.

Learning modules with rich text format

Genesys Cloud learning modules now support rich text content. This feature enables users to create custom content within their learning experiences, enhancing engagement through stylish formatting. For more information, see Add content to a development and feedback module . 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.

Supervisor insights improvements

Supervisors can now use new agent filtering options with the Insights feature to gauge and analyze agent performance more granularly. For more information, see Agent activity insights. 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.