CX digital agent workspace and CX workspace supported capabilities
Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital licenses are Genesys Cloud packages. While these licenses are similar to the regular Genesys Cloud CX packages, they do not include voice. The licenses also can leverage the Genesys Cloud CX digital agent workspace. This workspace is optional, but optimizes digital exchange management, enables multi-channel management in parallel, and includes customizable panels.
This table summarizes and compares available capabilities of the Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital agent workspace and the Genesys Cloud CX 2 and Genesys Cloud CX 3 agent workspace.
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| CX agent workspace | CX digital agent workspace |
|---|---|
 |
 |
| Capabilities | CX digital agent workspace | CX agent workspace | |
|---|---|---|---|
|
|
Scripts | No | Yes |
| AppFoundry | No | Yes | |
| Web client | Yes | Yes | |
| Desktop client | No | Yes | |
| Embedded client | No | Yes | |
| Delivery receipt | Yes | Yes | |
|
|
Display multiple work items | Yes | No |
| Simultaneous display of customer info panels | Yes | No | |
| Keyboard shortcuts to navigate between interactions | Yes | No | |
Channels
|
Voice | No | Yes |
| Web chat | No | Yes | |
| Web messaging | Yes | Yes | |
| Typing indicators | Yes | Yes | |
| Auto start (system message support) | Yes | Yes | |
| Co-browse | Yes | Yes | |
| Screen share* | No | Yes | |
| Yes | Yes | ||
| Agent initiated | Yes | Yes | |
| SMS | Yes | Yes | |
| Agent Initiated | No | Yes | |
| Yes | Yes | ||
| Yes | Yes | ||
|
Template support (needed to respond after 24 hours) |
No | Yes | |
| LINE | No | Yes | |
| No | Yes | ||
| No | Yes | ||
| Open messaging | No | Yes | |
|
|
Images/GIFs | Yes | Yes |
| Other file types | Yes | Yes | |
| Rich text | Yes | No | |
| Quick replies from bots | No | Yes | |
| Cards from bots | Yes | Yes | |
| Carousels | Yes | Yes | |
| Workspace features | Full range of agent availability statuses | No | Yes |
*Only available in the Genesys Cloud CX 3 Digital license.