Important: New feature deployment schedule in effect
Starting March 4, 2024, Genesys will adjust the regional deployment schedule for the release of new features. Features will begin to deploy on Monday, with full deployment across all regions expected to conclude by the end of day Wednesday.
Release notes and Resource Center documentation updates will publish on Mondays at 9:00 AM EST. In the event of deployment issues, the release notes will include updates about regional deployment status at 9:00 AM EST on Tuesday, Wednesday, and Thursday.

Architect post-call actions in voice calls

Voice flow authors now have the ability to specify post-call actions in Architect inbound and in-queue call flows. This feature provides the ability to trigger post-call actions when a participant becomes the last one on a call and then transfer customers to a survey flow or an external number.

Additional details

Where:

  • Admin > Architect > Architect > [Inbound or In-Queue Cal Flow]

One of the following licenses:

  • All licenses include this feature.

Read more:

Customer engagement
voice

Improved agent utilization for digital transfers

Genesys Cloud now ensures that digital interactions in a transfer state do not affect an agent's utilization. With this feature, agents can now handle other digital interactions while they wait for another agent to accept the transferred digital interaction.

Additional details

One of the following licenses:

  • 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

Read more:

Customer engagement
Routing

Introducing Work Automation in select regions

Genesys Cloud now includes Work Automation, aimed to assist with tracking customer requests across the organization, spanning from the front-office to the back-office. This feature is available in all regions, excluding Middle East (UAE), EMEA (UAE) and Europe (Zurich), EMEA (Zurich), which will have access at a later date. Administrators can use work automation to define tasks and automate workflows based on predefined processes. This feature, built on the Genesys Cloud process automation solution, empowers the organization to automate, route, and manage work for all stages of the customer life cycle to deliver an enhanced and orchestrated customer experience.

Additional details

Where:

  • Admin > Task Management > [Workbins, Worktypes, or Custom Attributes] Performance > Workspace > Contact Center > Workitem Performance Performance > Workspace > Contact Center > Queue Workitems Performance Performance > Workspace > Contact Center > Agent Workitems Performance

One of the following licenses:

  • Work Automation Add-on

Read more:

Customer engagement
work automation

Dynamic time zone settings in workspaces and views

Genesys Cloud now enables users to set time zones at both workspace and view levels. This feature empowers users to create, save, and export identical reports for different time zones.

Additional details

Where:

  • Performance > Workspace > Time zone menu

One of the following licenses:

  • All licenses include this feature.

Read more:

Data, analytics, and reporting
analytics and reporting
Note:
  • Genesys Cloud enables features for release beginning Monday and by end of day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
  • Some features may require an integration add-on.