Genesys Cloud - January 24, 2024
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.
Data analytics and reporting
Improved native voice transcription accuracy for Japanese
Genesys Cloud improved native voice transcription accuracy for Japanese (ja-JP). For more information, see Genesys Cloud supported languages. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, and Genesys Cloud CX 3.
Employee productivity
Enhancement of inactivity timeout in embedded clients
Agents can now experience improved logout functionality with system enhancements focused on automated logout or token revocation. For more information, see Set an automatic inactivity timeout. This feature has no restriction by user or required user to access.
Open platform
Osaka, UAE, and Zurich region deployments
Genesys added the Asia Pacific (Osaka) (ap-northeast-3), Middle East (UAE) (me-central-1), and EU (Zurich) (eu-central-2) regions to its Genesys Cloud deployment. New Genesys Cloud customers can choose the region closest to their main site location. For more information, see AWS regions for Genesys Cloud. This feature has no restriction by user or required user to access.
Workforce engagement
Suppress recording when a call is on hold
Administrators can now disable call recording when a call is on hold. This configuration option helps decrease data storage usage, enhance quality management efficiency, and ensure compliance with consumer privacy regulations. For more information, see Work with an interaction overview, Enable recording, and Call recording in Genesys Cloud overview. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, and Genesys Cloud CX 3.
Deprecations and announcements
Deprecation: Legacy ACD web chat
On June 30, 2024, Genesys will no longer support the legacy ACD web chat version 1, accessible through the chat widget version 1. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger. Genesys will deprecate ACD web chat version 2 and the corresponding chat widget versions (version 1.1 and version 2.0) at a later date. For more information see, Deprecation: Removal of ACD Web Chat. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, and Genesys Cloud CX 3 Digital.
Deprecation: Google Agent Assist for Genesys Cloud
On January 24, 2024, Genesys Cloud will discontinue development and support for the Google Agent Assist offer. Customers can continue to use the feature until the End-of-Life (EOL) date on August 31, 2024. For more information, Deprecation: Google Agent Assist for Genesys Cloud. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, and Genesys Cloud CX 3.
Deprecation: Legacy co-browse and screenshare
On June 30, 2024, Genesys will remove support for legacy co-browse via co-browse deployments (chat and voice) and screenshare. Genesys recommends that customers who use the legacy co-browse migrate to the co-browse for Messenger, which supports web messaging and voice. Genesys recommends that customers who use screenshare assess whether co-browse can accommodate use cases and if not, explore suitable feature replacements from Genesys AppFoundry partners. For more information, see Deprecation: Legacy co-browse and screenshare. This feature requires one of the following licenses: Genesys Cloud CX 3, and Genesys Cloud CX 3 Digital.
- 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.
