Genesys Cloud - February 7, 2024

Important: Feature deployment schedule
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.

Genesys Cloud release notes enhancements

Genesys Cloud refreshed the weekly release notes view to provide a more intuitive, user-friendly experience. This redesign improves the ability to access the information that is most relevant to the organization and provides meaningful details that guide readers to key information contained within the user interface and linked articles. Readers can also click the labels below the content to view previous release notes that belong to the same categories and tags.

Additional details

API for platform limit event alert

Developers can configure platform limit event thresholds alerts, which includes the following limits: token.rate.per.minute, client.credentials.token.rate.per.minute, and org.app.user.rate.per.minute. This enables administrators to observe events triggered for platform limit resources prior to a limitation breach, such as high request rates. 

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Message routing admin page user interface enhancements

Genesys Cloud enhanced the appearance of the message routing admin configuration menu. These improvements offer a more visually intuitive experience, ensure UX consistency, and enhance accessibility.

Additional details

Where

  • Admin > Routing > Message Routing

One of the following licenses:

  • Genesys Cloud CX 1
  • Genesys Cloud CX 2
  • Genesys Cloud CX 3

Read more:

Improved on-demand Messenger launcher visibility

Administrators can now configure the Messenger launcher to remain visible even during page reloads and site navigation when triggered by business logic. This ensures uninterrupted access to ongoing messages for users.

Additional details

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
  • Genesys Cloud CX 3 Digital

Read more:

Active Total Callback column in Performance views

Contact center managers and supervisors can now use the new Active Total Callback, which represents the cumulative calling activity duration for the call portions of the callback. Managers and supervisors can access the Active Total Callbacks column in the Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view. Handle time no longer incorporates time that is now classified as Active Total Callback, giving a more accurate picture of the agent’s overall handle time for a Callback. The interaction timeline view also reflects this new metric as a new segment in the agent’s Callback session.

Additional details

One of the following licenses:

  • Genesys Cloud CX 1
  • Genesys Cloud CX 2
  • Genesys Cloud CX 3

Read more:

WhatsApp monthly recurring charge removal

On January 5, 2024, Genesys removed the monthly recurring charge (for example, Monthly Hosting Fee) per WhatsApp integration for all Genesys Cloud CX customers. Invoices no longer include these charges and no action is necessary. There are no changes to other WhatsApp pricing components.

Additional details

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
  • Genesys Cloud CX 3 Digital

Read more:

Improved native voice transcription accuracy for Dutch

Genesys Cloud improved native voice transcription accuracy for Dutch (nl-NL).

Additional details

Where:

  • Admin > Quality > Speech and Text Analytics

One of the following licenses:

  • Genesys Cloud CX 1 WEM Add-on II
  • Genesys Cloud CX 2 WEM Add-on I
  • Genesys Cloud CX 3

Read more:

Topic miner queue selection increase

Administrators and analysts can now select up to 50 specific queues in which to perform topic mining.

Additional details

Where:

  • Admin > Quality > Topic Miner

One of the following licenses:

  • 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

Read more:

Export utterance history data from Architect bot flows and digital bot flows

Flow authors can now export utterance history data in .csv format from Architect bot flows and digital bot flows. This feature enables flow authors to analyze the exported data and then use it in bot training. Previously, flow authors could only export utterance history via APIs.

Additional details

Where:

  • Architect > Bot Flow or Digital Bot Flow > [flow name] > Optimization Dashboard > Utterance History > Export

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
  • Genesys Cloud CX 3 Digital
  • Genesys Cloud CX AI Experience

Read more:

Intent miner Portuguese language support

Intent miner is now available for Portuguese Portugal (pt-PT) and Portuguese Brazil (pt-BR).

Additional details

Where:

  • Architect > Bot Flow or Digital Bot Flow > [flow name] > Insights and Optimizations > Intent Miner

One of the following licenses:

  • 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
  • Genesys Cloud CX 3 Digital
  • Genesys Cloud CX AI Experience

Read more:

Deprecation: Legacy historical adherence query route

On April 24, 2024, Genesys will deprecate the legacy historical adherence route across management units and replace it with new bulk routes. Genesys recommends that customers who use the legacy route transition to the new bulk routes. Genesys will lower the rate limit for the deprecated route, but will not change the rate above the new limit for existing customers who currently call the deprecated route.

Additional details

One of the following licenses:

  • Genesys Cloud CX 1 WEM Add-on II
  • Genesys Cloud CX 2 WEM Add-on I
  • Genesys Cloud CX 3
  • Genesys Cloud EX

Read more:

Notes:
  • 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.