Genesys Cloud - April 22, 2024
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.
Web surveys in Genesys Cloud EX
Web survey features are now available for Genesys Cloud EX external voice interactions. This feature enables administrators and contact center managers to configure policies for web surveys to be sent after a voice interaction. Managers can see survey results through analytics views to gain insight about customer satisfaction.
Where:
- Admin > Quality > Survey Form
One of the following licenses:
- Genesys Cloud EX
Read more:
Analytics data masking options
Administrators can now use data masking options to mask and unmask PII-related data within Analytics Workspace views. This feature allows administrators to control who can see unmasked phone numbers and email addresses in the My Interactions view. Masking is enabled by default and can be disabled within an organization’s analytics admin settings.
Where:
- Admin > Contact Center > Analytics
One of the following licenses:
- All licenses include this feature.
Read more:
Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
Sentiment and agent empathy analysis support is now available in early preview for Danish Denmark (da-DK), Finnish Finland (fi-FI), Hebrew Israel (he-IL), Norwegian Norway (nb-NO), Polish Poland (pl-PL), and Swedish Sweden (sv-SE) languages. Sentiment analysis detects negative and positive sentiments in transcripts, and agent empathy analysis detects empathetic and unhelpful phrases in transcripts.
Where:
- Admin > Quality > Sentiment Feedback
One of the following licenses:
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
Read more:
Improved sentiment analysis for French and Spanish languages
Genesys Cloud improved sentiment analysis and added support for agent empathy analysis for French and Spanish dialects.
Where:
- Admin > Quality > Sentiment Feedback
One of the following licenses:
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
Read more:
Speech analytics in Genesys Cloud EX
Post-call speech analytics features are now available for Genesys Cloud EX external voice interactions. This feature enables administrators and contact center managers to gain insight into customer and agent conversations through sentiment analysis and topic trends.
Where:
- Admin > Quality > Speech and Text Analytics
One of the following licenses:
- Genesys Cloud EX
Read more:
Agent empathy analysis
Genesys Cloud now measures and reports on agent empathy in their interactions with customers. The reporting results help analysts improve performance management, agent evaluation, coaching, and training to improve the overall customer experience. This feature reinforces a Genesys core value to embrace empathy and enables organizations to provide a favorable customer experience with empathy as the focus.
One of the following licenses:
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
Read more:
Agent desktop email user interface enhancements
Genesys Cloud has an improved agent email user interface, including enhanced thread handling, visual hints, resolution of known issues, and maintains parity with the previous version. The updated interface offers a more user-friendly experience and also introduces new, smaller features that do not affect existing functionality.
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:
Headset call control buttons in embedded clients
Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients. Previously, agents could not use headset hardware to perform these functions.
One of the following licenses:
- Communicate
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
Read more:
Deprecation: Legacy historical adherence query route
On April 24, 2024, Genesys will deprecate the legacy historical adherence route across management units and replace it with new bulk routes. Genesys recommends that customers who use the legacy route transition to the new bulk routes. Genesys will lower the rate limit for the deprecated route, but will not change the rate above the new limit for existing customers who currently call the deprecated route.
One of the following licenses:
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
- Genesys Cloud EX
Read more:
Deprecation: Native LINE third-party messaging channel
On April 24th, 2024, Genesys will discontinue support for the native LINE third-party messaging channel. To continue using LINE messaging, customers can explore the AppFoundry solutions that offer LINE messaging capabilities integrated with Genesys Cloud. Customers can also choose to build their own connection to Genesys Cloud for LINE messaging using the Open Messaging API solutions.
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:
- 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.
