Genesys Cloud - September 20, 2023

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Customer engagement

Search domain names and email addresses lists

Administrators can now search the email domain names and email addresses lists in the domains dashboard and the email addresses dashboard to find specific email addresses and domains. For more information, see Set up outbound email for campaigns or agentless email notifications. 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, or Genesys Cloud CX 3 Digital.

Inbound call handling site for BYOC Cloud trunks

Telephony administrators can now use a new BYOC Cloud trunks setting for inbound call handling. This setting ensures a consistent dial plan evaluation, especially in ambiguous scenarios, like external transfers within an IVR flow when the trunk is present on routes in multiple sites. For more information see, Improve inbound call handling with the Number Plan Site feature. This feature has no restriction by user or required user to access.

Supported file attachments update in third-party messaging

Genesys identified a list of file types that are not supported by default in third-party messaging when agents send and receive chat interactions. This specification provides additional security by preventing the presence of unreliable file types across messaging channels. Administrators retain control over the content profile and to define supported media file profiles without restriction. For more information, see Supported content profiles. This feature requires one of the following subscriptions: Genesys Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Data, analytics, and reporting

Configure rules for any user in a work team

Supervisors can now configure rules for any user within a work team. This feature enables supervisors to establish alerting criteria at the work team level, ensuring that these rules apply universally to all users within that specific work team. For more information, see Create an alert rule. This feature requires the following subscriptions: Genesys Cloud CX1, Genesys Cloud CX2, or Genesys Cloud CX3.

Self service and automation

Cards and carousels for digital bot conversations

Flow authors can now use cards in digital bot flows to provide products and service descriptions during a conversation by introducing images, titles, body text, and optional referrals to external websites. Also, flow authors can now use carousels in digital bot flows to offer a sophisticated selection of options by applying the cards feature to present a title, images, and a list of buttons. These features improve the customer journey by providing an enhanced and engaging self-service experience. For more information, see Work with quick replies, cards, and carousels in digital bot flows. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud Digital Upgrade.

Expanded knowledge portal availability

The knowledge portal is now available for customers with Genesys Cloud CX 2, Genesys Cloud CX 3, and Genesys Cloud CX digital add-on subscriptions. Previously, only organizations with Genesys Dialog Engine Bot Flows could use the knowledge portal. For more information, see Knowledge portal overview. 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.

Workforce engagement

WEM activity widget for Genesys Cloud for Embedded Framework

Agents can now use the WEM activity widget to access schedules, evaluations, stand-alone gamification features, and embed WEM activity in the organization’s website or application. Agents can access the WEM activity widget through a URL provided by the Genesys Cloud for Embeddable Framework. For more information, see  Add WEM activity widget. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.

Architect workflow automated notifications

Flow authors can now use the new Send Notification action in Architect workflows to send automated email notifications to users. This feature enables stakeholders such as flow authors, administrators, agents, and supervisors to set up users to receive notifications. For example, of evaluation notifications or receive confirmation of released evaluations, and view notification recipients. For more information, see Send Notification action. This feature has no restriction by user or required user to access.

Deprecations and announcements

Deprecation: Active screen recordings UI

On March 27, 2024, Genesys will remove the Manage active screen recordings UI and replace it with a count of active screen recordings on the Recording Management UI. Along with the removal, the corresponding APIs will also be deprecated and will not support new features in the future. For more information, see Deprecation: Active Screen Recordings UI. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud EX.