This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until May 6, 2024. The feature descriptions in the May 6, 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.
Improved Genesys Cloud announcements
Genesys updated the Announcements page for improved clarity and transparency. Genesys aims to provide customers with timely information about feature and platform updates and feature retirements. The Announcements article includes a categorized record of user interface and user experience (UI/UX), platform, and deprecation updates. The default view displays all active announcement types.
Canned Responses user interface enhancements
The refreshed Canned Responses user interface now offers updates to the flow, style, and user controls. These enhancements do not affect existing functionality.
Introducing Architect Journey Flows for bot and digital bot flows
Flow authors can now use the new Journey Flows tab in Architect to visualize the customer journey within a flow and enhance their understanding of flow milestones and outcomes so that they can improve bot containment rates. This feature enables flow authors, administrators, and contact center managers to gain insights into customer interaction paths and identify crucial moments in the customer journey that require attention.
Analytics API enhanced capabilities
Genesys Cloud now dynamically monitors activity for conversations, flows, routing, work teams, and users via the new /api/v2/analytics/*/activity/query endpoints. This feature enhances capabilities within the backend API components. A future release will include UI enhancements that use these endpoints.
Real time alerts for out of adherence status
Supervisors and agents can now create alerts for employee engagement metrics. This feature provides the ability to generate alerts when agents exceed out-of-adherence status duration thresholds. Previously, supervisors and agents could only create alerts for conversation metrics and presence metrics.
Analytics views column picker improvements
The new Analytics views column picker enables administrators, supervisors, and agents to order or reorder columns and group them by categories. This enhancement provides a more user-friendly experience and better accessibility. Previously, users could not group by categories when sorting or reordering columns.
Manage Active Screen Recordings
Administrators can now access the count of active screen recordings directly within the Recording Management UI, which replaces the Manage Active Recordings UI. This enhancement aims to streamline the interface, reduce clutter, and enhance system scalability.
