Genesys Cloud - May 6, 2024
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Improved Genesys Cloud announcements
Genesys updated the Announcements page for improved clarity and transparency. Genesys aims to provide customers with timely information about feature and platform updates and feature retirements. The Announcements article includes a categorized record of user interface and user experience (UI/UX), platform, and deprecation updates. The default view displays all active announcement types.
Read more:
Canned Responses user interface enhancements
The refreshed Canned Responses user interface now offers updates to the flow, style, and user controls. These enhancements do not affect existing functionality.
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
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Introducing Architect Journey Flows for bot and digital bot flows
Flow authors can now use the new Journey Flows tab in Architect to visualize the customer journey within a flow and enhance their understanding of flow milestones and outcomes so that they can improve bot containment rates. This feature enables flow authors, administrators, and contact center managers to gain insights into customer interaction paths and identify crucial moments in the customer journey that require attention.
Where:
- • Admin > Architect > Bot Flow > Insights and Optimizations > Journey Flows • Admin > Architect > Digital Bot Flow > Insights and Optimizations > Journey Flows
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
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Analytics API enhanced capabilities
Genesys Cloud now dynamically monitors activity for conversations, flows, routing, work teams, and users via the new /api/v2/analytics/*/activity/query endpoints. This feature enhances capabilities within the backend API components. A future release will include UI enhancements that use these endpoints.
One of the following licenses:
- All licenses include this feature.
Real time alerts for out of adherence status
Supervisors and agents can now create alerts for employee engagement metrics. This feature provides the ability to generate alerts when agents exceed out-of-adherence status duration thresholds. Previously, supervisors and agents could only create alerts for conversation metrics and presence metrics.
Where:
- Performance > Workspace > Other > Alert Rules
One of the following licenses:
- All licenses include this feature.
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Analytics views column picker improvements
The new Analytics views column picker enables administrators, supervisors, and agents to order or reorder columns and group them by categories. This enhancement provides a more user-friendly experience and better accessibility. Previously, users could not group by categories when sorting or reordering columns.
Where:
- Performance > Workspace > Speech and Text Analytics > Agent Topics. Performance > Workspace > Employee Engagement > Agent Development.
One of the following licenses:
- All licenses include this feature.
Read more:
Manage Active Screen Recordings
Administrators can now access the count of active screen recordings directly within the Recording Management UI, which replaces the Manage Active Recordings UI. This enhancement aims to streamline the interface, reduce clutter, and enhance system scalability.
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
- Genesys Cloud CX 3
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.
