Genesys Cloud - February 21, 2024

Important: Feature deployment schedule
For the week of February 28, 2024, features will begin to deploy on Wednesday, with full deployment across all regions expected to be completed by the end of the day Friday.
On March 4, 2024, Genesys will adjust the regional deployment schedule for the release of new features. Features will begin to deploy on Monday, with full deployment across all regions expected to conclude by the end of day Wednesday.
Release notes and Resource Center documentation updates will publish on Mondays at 9:00 AM EST. In the event of deployment issues, the release notes will include updates about regional deployment status at 9:00 AM EST on Tuesday, Wednesday, and Thursday.

Web messaging support in MEC1 (UAE) region

Web messaging support is now available in the Middle East (UAE) (me-central-1) region.

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:

Digital channels participant information update

Genesys Cloud now updates the information in the participant name field for digital channels and for the Conversation and Analytics API for ACD and workflow participants. As a result, this change updates the interaction details timeline view for digital channels and the description of the ACD and workflow segments to display the new information.

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:

Knowledge portal refreshed article search results

The knowledge portal now features an enhanced view of search results. The article list displays the article title, the first line of the article, and the date of the last update. Customers who search the knowledge portal can more easily navigate to the article most suited to their needs and view additional information about the article before opening it.

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
  • Genesys Cloud CX AI Experience

Read more:

Submit feedback in Genesys Tempo

Agents can now submit feedback via a short three-question survey in the mobile app Genesys Tempo.

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:

Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages

Sentiment analysis support is now available for Chinese Cantonese (zh-HK), Chinese Mandarin (zh-CN), and Chinese Taiwan (zh-TW).

Additional details

Where:

  • Admin > Quality > Sentiment Feedback

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:

Notification API voice transcription number normalcy for English languages

Developers who use the Notification API for voice transcription can now see normalized numbers and digits instead of the digits spelled into words. This feature applies only to English dialects and English India (en-IN).

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

Read more:

Improved native voice transcription accuracy for French languages

Genesys Cloud improved native voice transcription accuracy for French France (fr-FR) and French Canada (fr-CA).

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:

Improved sentiment analysis for English languages

Genesys Cloud improved English detection of negative and positive sentiments during sentiment analysis.

Additional details

Where:

  • Admin > Quality > Sentiment Feedback

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:

Note:
  • 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.