Genesys Cloud - September 9, 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.
2024 Genesys CIDR expansion and firewall requirements notification
One of the following licenses:
- All licenses include this feature.
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Messenger session persistence
Administrators can now enable session persistence for Messenger across sub-domains within the same domain. This feature allows conversations and the ability to track customer journeys to continue as customers move between different sub-domains; for example, from sales.business.com to help.business.com, and prevents an interruption in the customer experience as they browse across a brand's website. Previously, sessions reset when customers navigated between sub-domains.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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Mobile Messenger SDK for iOS and Android
Administrators can now integrate no-code or low-code embeddable UIs for asynchronous messaging directly into native mobile apps. This feature enables administrators to manage these interfaces remotely with the following capabilities, and allows for quick adjustments and optimizations without interrupting service. Remote management provides greater control and flexibility and makes it easier to respond to user needs and streamline the update process.
- Conversation Auto-start
- Conversation disconnect
- Custom Attributes
- Bot - Quick Replies
- Agents can send files to end-users
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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Enhanced queue activation panel with search and pagination in agent detail views
Administrators can now search and page the queue activation panel in agent detail views. If the search request returns more than 25 queues, then pagination controls allow users to navigate through the results. This update improves the overall usability and ensures that all queues are accessible.
Where:
- Performance > Workspace > Contact Center > Agent Performance, click an agent’s name.
- Performance > Workspace > Digital > Email Agent Performance, click an agent’s name.
- Performance > Workspace > Digital > Message Agent Performance, click an agent’s name.
- Performance > Workspace > Contact Center > Agent Status, click an agent’s name.
- Performance > Workspace > Employee Engagement > Agent Evaluation, click an agent’s name.
- Performance > Workspace > Contact Center > Agent Performance, click an agent’s name, and then Interactions tab.
- Performance > Workspace > Contact Center > Agent Performance, click an agent’s name, and then Queues tab.
- Performance > Workspace > Contact Center > Agent Performance, click an agent’s name, and then Wrap-Up tab.
- Performance > Workspace > Employee Engagement > Agent Development, click an agent’s name.
- Performance > Workspace > Speech and Text Analytics > Agent Topics, click an agent’s name.
One of the following licenses:
- All licenses include this feature.
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Extended voice transcription services support for Hindi
Extended voice transcription services (EVTS) support is now available for Hindi (hi-IN). Extended voice transcription services incur an additional cost per minute. Register for EVTS through the Genesys AppFoundry.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
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Knowledge workbench connectors for Salesforce and ServiceNow
Genesys Cloud introduces built-in knowledge base connectors for Salesforce and ServiceNow. This feature enables knowledge authors to add and configure third-party content and then surface that knowledge in bots, Agent Copilot, Messenger, and the knowledge portal. Knowledge authors can use existing knowledge management tools that contain historical company content without recreating or importing it into the Genesys Cloud knowledge workbench. Before the organization can add source content, administrators must first add the Salesforce or ServiceNow integration. Built-in connectors that sync existing content promotes knowledge base and article management.
Where:
- Admin > Knowledge > Sources
One of the following licenses:
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
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Agent Copilot AI-generated answers from manual search
Agents can now view a summarized answer generated by artificial intelligence (AI) at the top of Agent Copilot search results. This feature enables agents to receive fast and personalized answers to customer queries, in addition to highlighted answers within search results. AI-powered search results benefit knowledge authors and Copilot admins as they leverage additional resources, including knowledge base connectors such as Salesforce and ServiceNow. In this release, AI generates answers from the first search result only; however, a future release will include answer generation across the top 3 to 5 articles.
One of the following licenses:
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
Read more:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the 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.
