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 4, 2023. The feature descriptions in the October 4, 2023 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.
Customer engagement
Remove agents who deselect their phone from the queue
Administrators can now remove the Telephony > Station > Disassociateself permission from a user’s role. This feature ensures that agents cannot avoid taking calls while on queue. This feature has no restriction by user or required user to access.
Data, analytics and reporting
Improved native voice transcription accuracy for specific French dialects
Genesys Cloud improved native voice transcription accuracy for French dialects (fr-FR and fr-CA). This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on 1.
Improved native voice transcription accuracy for specific Spanish dialects
Genesys Cloud improved native voice transcription accuracy for Spanish dialects (es-US and es-ES). This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on 1.
Open platform
Ringtone selection for call alerts
Agents can now select ringtones for their call alerts in the embedded clients. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Self service and automation
Centralized import and export for knowledge workbench V2
Knowledge authors can now use the Import & Export view in the knowledge workbench V2 to view and manage all import and export activities in one location. The new view provides knowledge authors a way to import and export data and also offers filter options, details on import and export activity, and status reports. This feature requires one of the following subscriptions: 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, or Genesys Cloud CX AI Experience.
Preview knowledge workbench V2 articles
Knowledge authors can now preview knowledge workbench V2 articles in draft or published state to see the content overview, article details, and analytics and feedback. The preview mode appears when an article opens, prior to edit mode. This feature enables flow authors to see how content renders for each configured touchpoint variation. This feature requires one or the following subscriptions: 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, or Genesys Cloud CX AI Experience.
Advanced filtering and customizable columns for knowledge bases
Knowledge authors can now apply advanced filtering to sort the list of articles and also customize which columns appear in a knowledge base. These improvements help knowledge authors manage, filter, and sort articles more efficiently by making it easier to view and access the information they need. This feature requires one of the following subscriptions: 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, or Genesys Cloud CX AI Experience.
Deprecations and announcements
Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients
On January 2, 2024, Genesys will remove the consult transfer controls from the interaction window in the embedded clients. The consult transfer controls are available from the call controls in the client window. This feature has no restriction by user or required user to access.
