Platform

Single sign-on configuration enhancement

Contact center managers can now use drag-and-drop functionality to easily upload X.509 certificates for Genesys Cloud SSO integration configuration. For more information, see Supported single sign-on integrations in About single sign-on. This feature has no restriction by user or required user to access.

Contact Center

Campaign performance views for agents

Campaign managers can now use the Campaign performance summary and detail views to see current and past metrics and data for campaigns. Agents can also review current and past activity and statistics for a specific campaign or a group of campaigns. For more information, see Campaign performance summary view and Campaign performance detail view. This feature requires no restriction by user or required user to access.

Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows

Flow authors can now add and configure a collection of prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows. This feature enhances the customer experience by enabling the bot to ask varied, consecutive questions to determine the customer’s intention. For more information, see Work with Genesys Dialog Engine Bot Flows and Work with Genesys Digital Bot Flows. This feature requires one of the following subscriptions: Genesys Cloud CX 1, 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.

Add Max No Input task to Architect bot actions

Flow authors can now add a Max No Input branch to the Ask for Intent, Ask for Slot, and Ask for Yes/No actions in Genesys Dialog Engine Bot Flows, and to the Ask for Slot, Ask for Yes/No, and Digital Menu actions in Genesys Digital Bot Flows. This feature enables flow authors to handle flow logic at the task level and provides more granular control over the event. Previously, this configuration existed only in the User Input settings. For more information, see Ask for Intent action, Ask for Slot action, Ask for Yes/No action, and Digital Menu action. This feature requires one of the following subscriptions: This feature requires one of the following subscriptions: Genesys Cloud CX 1, 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.

Performance insights view

Administrators and supervisors can use the new Insights view to compare how agents perform key measures. Supervisors can view the overall performance of agents compared to their goals, track agent improvement, assign learning modules, schedule coaching sessions, and directly follow-up with agents via chat. For more information, see Agent activity insights. This feature requires one of the following subscriptions: Genesys Cloud CX1 WEM Add-on II, Genesys Cloud CX2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.

Filter by evaluation form name

Administrators and supervisors can now filter for evaluation form name, instead of names, in the My Evaluations view and then inspect performance data about the selected evaluation forms. For more information, see Agents Evaluation Summary view and My Evaluations view. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.

Integrations

Nuance Mix integration support in Australia

In alignment with Nuance, Genesys Cloud now supports the Nuance Mix integration in Australian regions. Administrators and contact center managers in Australia can now configure the Nuance Mix integration for their organizations. For more information, see About the Nuance Mix integration. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.