Genesys Cloud – Features coming soon
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until December 16, 2024. The feature descriptions in the December 16, 2024 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud feature releases, see the Feature releases and Announcements sections in Genesys Cloud Release Notes.
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
By February 1, 2025, to prevent service disruption and ensure service continuity, customers must take the following steps:
- Configure their firewalls to allow access to the new CIDR IP addresses.
- Complete all applicable readiness tests.
- Read the entire 2024 Genesys CIDR Expansion - Commercial announcement.
Division-based Schedule view
Administrators can now filter schedules by division in the calendar view. A new drop-down menu on the schedules page allows users with appropriate permissions to view and manage schedules specific to a chosen division. This improvement helps administrators focus on schedules relevant to a particular line of business, providing greater granularity and efficiency in campaign management. Previously, schedules appeared without division-specific filtering. By enabling division-based filtering, this feature improves the user experience for organizations with access to multiple divisions.
Bulk workitem termination
Administrators, supervisors, and agents with appropriate permissions can now close multiple workitems simultaneously in the List view. This feature helps improve efficiency by allowing bulk actions instead of managing workitems individually. Existing prerequisites for closing individual workitems still apply to bulk operations.
Improved Content Search view
Administrators can now view consolidated conversation records in the content search. In the improved content search view, each unique conversation ID now appears as a single record. If multiple transcripts are associated with the same conversation ID, they appear as nested subrows under the main record. This change helps users reduce duplicate entries, making it easier to analyze conversation data at a glance. The improved structure also simplifies reporting and ensures that related transcript details remain organized under the relevant conversation.
Topic miner Dutch language support
Topic miner is now available in Dutch (nl-NL) dialects. This feature enables administrators and analysts to to mine for topics in these dialects across all media types in order to gain insights into emerging topics.
Automatically generate utterances in voice and digital bot flows with Genesys Virtual Agent and Genesys Agent Copilot
Genesys Virtual Agent and Genesys Copilot now includes the ability to use large language models (LLMs) and generative AI technology to create utterances. Architect bot flow and digital bot flow authors create intents and descriptions, and Virtual Agent and Agent Copilot generate the utterances for them. This feature alleviates the need for bot authors to create a large number of utterances and saves time and effort required to build and experiment with natural language understanding for the bot.
Knowledge bases with content search available in Architect bot flows and digital bot flows
Flow authors can now select knowledge bases that include content search when they create Architect bot flows or digital bot flows and enable Virtual Agent. The content search-based knowledge bases appear in the flow's Natural Language Understanding > Knowledge > Default Knowledge Base list. The bot surfaces knowledge articles that are created with or without content search.
