Genesys Cloud FedRAMP region – April 15, 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.
Architect post-call actions in voice calls
Voice flow authors now have the ability to specify post-call actions in Architect inbound and in-queue call flows. This feature provides the ability to trigger post-call actions when a participant becomes the last one on a call and then transfer customers to a survey flow or an external number.
Where:
- Admin > Architect > Architect > [Inbound or In-Queue Cal Flow]
One of the following licenses:
- All licenses include this feature.
Read more:
Improved agent utilization for digital transfers
Genesys Cloud now ensures that digital interactions in a transfer state do not affect an agent's utilization. With this feature, agents can now handle other digital interactions while they wait for another agent to accept the transferred digital interaction.
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:
Co-browse for web messaging
Agents can now participate in collaborative browsing sessions with customers. Co-browse enables customers to share their browser view with agents to help customers complete complex tasks from their website. Customer can grant or revoke control to agents to complete the task. Customers can also draw on the page and highlight specific items on the screen.
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:
Co-browse for voice via Messenger
Administrators can now easily support co-browse for voice using their Messenger deployment. During voice interactions, customers can use co-browse to share their browser view with agents and help overcome friction points on the website. Agents can also request limited control over the customer’s browser to better assist them.
Where:
- Admin > Message > Messenger Configuration
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:
Deploy Messenger without web messaging
Administrators can now actively disable web messaging in their Messenger configuration. This action allows administrators to deploy Messenger exclusively for Messenger app usage, such as co-browse for voice or the Knowledge App.
Where:
- Admin > Message > Messenger Configuration
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:
Messenger JavaScript SDK toaster plugin
Developers can now use the Messenger JavaScript SDK toaster plugin for Messenger to actively display custom alerts, disclaimers, and offers on their website.
Where:
- Admin > Message > Messenger Configuration
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:
Messenger co-browse toolbar improvements
Customers can now use the new co-browse toolbar to perform drag and drop functionalities. Agents can also use the co-browse toolbar to request that the customer navigate to an agent-chosen URL.
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:
Co-browse supports multiple iframes
Co-browse now supports multiple iframes on your brand's website. In co-browse sessions, the agent sees all iframes on the webpage, as long as they share the same domain as the iframe where the Genesys Messenger is deployed.
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:
Co-browse for web messaging read-only fields and buttons
Administrators can now limit the fields that agents can modify, even when the agent has remote control of the customer’s screen during the co-browse session. This feature enables administrators to define the CSS selectors from Messenger configuration and select the designated fields as read-only. Administrators can use this feature to ensure that agents cannot modify sensitive field values or click the final submit button on application forms.
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:
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 2
- Genesys Cloud CX 3
- Genesys Cloud CX AI Experience
Read more:
Public APIs for Collaborate chat room management and chat messages
Genesys Cloud Public API now has REST endpoints to create, update, and view Collaborate chat messages and chat rooms. This feature enables developers and administrators the ability to integrate Collaborate messages and Collaborate chat into your business workflows.
One of the following licenses:
- All licenses include this feature.
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.
