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 October 5, 2022. The feature descriptions in the October 5 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 Future release announcements.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact’s story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact’s journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact’s new channel information with existing records. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Skill expression groups

Administrators can now create skill expression groups with dynamic membership based on ACD skill conditions definitions. Skill expression groups include skill and proficiency. This feature enables administrators to define interaction routing based on agent proficiency. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Define ring membership by queue

Administrators can now add groups to queue membership and assign them to corresponding bullseye routing rings. This feature enables administrators to add groups to increase the pool of agents, rather than stripping skills away. The process of assigning groups to bullseye routing rings and keeping the assigned skills intact can be used in conjunction with Genesys Cloud workforce planning tools. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Improved knowledge workbench V2 import and export

Knowledge authors can now import question and answer articles in CSV format to a knowledge base. Also, exported articles in JSON format now include the knowledge base ID, as well as the linked category an label structures. If the knowledge base does not have the linked categories and labels already defined, the JSON import process automatically creates them. When knowledge authors import articles in JSON format to the same knowledge base, the import process updates the existing articles. When knowledge authors import articles in JSON format to a different knowledge base, the import process creates new articles for the imported content. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Agent utilization in improved estimated wait time calculations

Developers can now use an improved estimated wait time that includes agent utilization data in its calculations. This addition increases the accuracy of the estimated wait time for an interaction. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Platform

API Explorer refresh

Genesys Cloud redesigned the API Explorer standalone app to combine it with the Developer Center’s existing API documentation in a single view. The new view displays one or more API resources in a format that enables developers to configure and execute the request. This feature has no restriction by user or required user to access.

Updated Genesys Knowledge Network

Genesys partners and customers can now experience the improved Genesys Knowledge Network (GKN), including a modern look and feel, enhanced personalization and interactions, and improved accessibility. Partners and customers can access Genesys Cloud CX fundamentals including Status, Roadmaps and Innovations, Release Notes, and the Product Ideas Lab, all from the new GKN. Visit the new Genesys Knowledge Network

Note: This feature list is subject to change.