Genesys Cloud - April 29, 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.
Enhanced toast, email, or SMS notification alerts
Supervisors can now view alerts with information about conversations, queues, and agents. Genesys includes this information in the single conversation and user presence duration-based alerts. This feature ensures that supervisors and administrators see the interaction, queue, and agent associated with the alert.
One of the following licenses:
- All licenses include this feature.
Read more:
Enhanced alerts management
Supervisors can now easily mark all alerts as read or unread and can bulk delete the alerts. This feature enables supervisors to improve efficiency and optimize workload.
One of the following licenses:
- All licenses include this feature.
Read more:
Improved native voice transcription accuracy for Korean dialect
Genesys Cloud improved native voice transcription accuracy for the Korean Korea (ko-KR) language.
Where:
- Admin > Quality > Speech and Text Analytics
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:
Genesys Agent Assist summarization moved to the ACW pane
Agents can now retrieve the Genesys Agent Assist summary of their conversation directly from the wrap-up pane. Previously, agents had to navigate back to the Genesys Agent Assist pane to generate the conversation summary after completing the interaction.
One of the following licenses:
- Genesys Cloud CX 2
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX AI Experience
Read more:
Push notifications on Collaborate for Android regardless of presence or status
Users can now select to receive push notifications on Collaborate for Android, regardless of their presence or status. This feature ensures that Collaborate users constantly receive notifications, instead of only when Collaborate is active on their device.
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Finnish, and Norwegian language support
Genesys Cloud now supports Danish Denmark (da-DK), Finnish Finland (fi-FI), and Norwegian Norway (nb-NO) language support for Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows.
Where:
- Admin > Architect > Architect > [Bot Flow or Digital Bot Flow] > Default Language
One of the following licenses:
- 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
- Genesys Cloud CX 3 Digital
Read more:
Control knowledge behavior from start to finish in Architect digital bot flows
Advanced flow authors can now create and designate a reusable task that runs immediately after the bot finds a match to one or more knowledge articles. This feature gives flow authors more control over how to adapt flow behavior from start to finish, and to decide when to show the knowledge article, disambiguation, and feedback. For example, flow authors can store the matched knowledge articles, which the bot typically uses in the knowledge handling, as a flow variable in an Ask for action and then determine what happens next in the task and better guide the customer journey. The Architect actions that trigger the reusable knowledge task are Wait for Input and Digital Menu.
Where:
- Admin > Architect > Architect > [Digital Bot Flow] > Natural Language Understanding > Knowledge
One of the following licenses:
- 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
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX AI Experience
Read more:
Evaluate schedule groups in Architect bots and digital bots before ACD transfer
Flow authors can now configure flows to evaluate schedule groups before they run the Transfer to ACD action in Architect voice and digital bot flows. This feature enables the bot to determine if a queue is available for transfer; for example, during regular office hours, before it escalates the conversation to an agent or takes another action.
Where:
- Admin > Architect > Bot Flow > State or Task > [Architect actions]: - Find Queue - Find Queue by ID - Find Schedule - Find Schedule Group - Evaluate Schedule - Evaluate Schedule Group - Find Skill - Find Emergency Group
- Admin > Architect > Digital Bot Flow > State or Task > [Architect actions]: - Find Queue - Find Queue by ID - Find Schedule - Find Schedule Group - Evaluate Schedule - Evaluate Schedule Group - Find Skill - Find Emergency Group
One of the following licenses:
- 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
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX AI Experience
Read more:
Deprecation postponement: Legacy alerting system
On June 14, 2023 Genesys announced that it would postpone the legacy alerting system removal date to April 1, 2024. Genesys has further postponed this date to June 3, 2024. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system. Genesys recommends that affected customers create a backup of their latest bots in production.
One of the following licenses:
- All licenses include this feature.
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.
