Genesys Cloud - March 25, 2024
Starting 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.
Conversation summarization with Genesys Agent Assist for Voice
Genesys Agent Assist now offers conversation summarization for voice interactions. The summarization process automatically generates summaries of conversations between agents and customers. Previously, conversation summarization was limited to digital channels.
One of the following licenses:
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 3
- Genesys Cloud CX AI Experience
Read more:
Agent dashboard email component update
Genesys Cloud has an updated agent email UI. The email component features an improved user interface, including improved thread handling, visual hints, resolution of known issues, and maintains parity with the previous version. The updated interface offers a more user-friendly experience and also introduces new, smaller features that do not affect existing functionality.
Genesys Cloud will begin to deploy the updated agent email UI according to the following deployment schedule:
- March 25, 2024: Europe (London), EMEA (London)
- March 26, 2024: Canada (Central), Americas (Canada), Europe (Paris), EMEA (Paris)
- March 27, 2024: Asia Pacific (Singapore), Asia Pacific (Sydney), US West (Oregon), Americas (US West), US East (N. Virginia), Americas (US East), Europe (Ireland), EMEA (Dublin)
Genesys Cloud previously introduced the updated agent email UI to the following regions: Europe (Zurich), EMEA (Zurich), Middle East (UAE), EMEA (UAE), Asia Pacific (Osaka), Asia Pacific (Mumbai), Asia Pacific (Seoul), and South America (São Paulo), Americas (São Paulo).
In April, Genesys Cloud will deploy the updated agent email UI in the Asia Pacific (Tokyo) and Europe (Frankfurt), EMEA (Frankfurt) regions.
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:
Audit Viewer alternate search parameters support
Administrators can now narrow a search to specific audit events via the improved Audit Viewer, which includes more filter and search parameters. The enhancements include the ability to view all events within a specified time range; search by service, entity, or user; and access additional information.
Where:
- Admin > Troubleshooting > Audit Viewer
One of the following licenses:
- All licenses include this feature.
Read more:
Inbound and outbound filter for gamification metrics
Administrators and supervisors can now setup gamification metrics so that they only account for inbound or outbound interactions. By default, and for existing gamification metrics, Genesys Cloud considers both directions during points calculation.
Where:
- Admin > Performance & Engagement > Gamification Profiles > Metrics tab
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
- Genesys Cloud EX
Read more:
Deprecation postponement: Active screen recordings UI
On September 20, 2023, Genesys announced the removal of the Manage Active Screen Recordings UI on March 27, 2024, and the deprecation of corresponding APIs, replaced by a count of active screen recordings on the Recording Management UI. Genesys has postponed the removal and deprecation to May 20, 2024.
One of the following licenses:
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 3
- Genesys Cloud EX
Read more:
- Genesys Cloud enables features for release beginning Monday and by end of day Thursday, 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.
