Genesys Cloud - December 13, 2023

Control wrap-up code access within divisions

Administrators and contact center managers can now assign wrap-up codes to divisions and enforce divisional access control for wrap-up codes. For more information, see Wrap-up code administration, and Create and configure queues. This feature requires no restriction by user or required user to access.

Outbound dialing contact list builder

Outbound administrators can now use the contact list builder to upload a data file and create multiple contact lists from that source. Administrators can select a contact list template and a contact list filter to establish a reusable import template and then apply various splitting methods, such as Percentage, Quantity, Column Value, and Custom Selection. For more information, see Contact list builder. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Mobile customer journey tracking

Genesys Cloud now enables organizations to integrate journey tracking into mobile apps. Administrators can configure mobile-specific segments and outcomes through the console, collecting user navigations. For more information, see About mobile journey tracking. 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.

Improved call analysis response performance

Outbound administrators can now select a live speaker detection level when they create a call analysis response, in addition to post-connect call analysis and answering machine detection response actions. This feature allows users to trade some detection accuracy for increased queue transfer speed for outbound campaigns. For more information, see Create a call analysis response. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Mobile app event orchestration

Genesys Cloud now enables organizations to integrate journey tracking capabilities into their mobile applications. Administrators can trigger proactive messages within the application via Predictive Engagement. For more information, see Create a mobile messaging offer, and About mobile journey tracking. 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.

Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support

Programs, topics, and phrases support is now available for Chinese Cantonese (zh-HK), Chinese Mandarin (zh-CN), and Chinese Taiwan (zh-TW). For more information, see Genesys Cloud supported languages. 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, or Genesys Cloud CX 3 Digital.

Extended voice transcription services support for Afrikaans, Czech, Greek, Hungarian, Malay, Russian, Slovak, Vietnamese, and Zulu

Extended voice transcription services support is now available for Afrikaans South Africa (af-ZA), Czech Czechia (cs-CZ), Greek Greece (el-GR), Hungarian Hungary (hu-HU), Malay Malaysia (ms-MY), Russian Russia (ru-RU), Slovak Slovakia (sk-SK), Vietnamese Vietnam (vi-VN), and Zulu South Africa (zu-ZA). Extended voice transcription services incur an additional cost per minute. For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Knowledge workbench V2 Japanese language support

Knowledge workbench V2 is now available for Japanese (ja-JP). For more information, see Genesys Cloud supported languages. 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.

Improved Automatic Best Method (ABM) forecasting accuracy

Genesys Cloud improved ABM forecasting accuracy when fewer interactions occur during off-hour peaks. This feature improves forecasting accuracy when fewer interactions occur during off-hour peaks. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, 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, or Genesys Cloud EX.

Average Talk Time gamification metric

Administrators can now configure a gamification metric based on Average Talk Time. Average Talk Time is a variation of Average Handle Time that excludes hold times and wrap-up time or ACW. For more information, see Configure gamification profile metrics. 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, or Genesys Cloud EX.

Learning modules with rich text format

Genesys Cloud learning modules now support rich text content. This feature enables users to create custom content within their learning experiences, enhancing engagement through stylish formatting. For more information, see Add content to a development and feedback module . 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, or Genesys Cloud EX.

Supervisor insights improvements

Supervisors can now use new agent filtering options with the Insights feature to gauge and analyze agent performance more granularly. For more information, see Agent activity insights. 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, or Genesys Cloud EX.

Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication

On June 12, 2024, Genesys will remove support for the Internet Explorer 11 (IE11) desktop application. The deprecation relates to Microsoft’s end of support for IE11 and affects organizations who still use IE11 to access Genesys Cloud. For more information, see Genesys Cloud system requirements, and Deprecation: Internet Explorer 11. This feature has no restriction by user or required user to access. This feature requires no restriction by user or required user to access.

Deprecation: Genesys Cloud SSO certificate expiry

On January 1, 2024, the Genesys Cloud SSO certificate will expire. If an organization uses the Single Logout feature and their identity provider (IDP) supports signature verification for Single Logout requests, administrators must upload a new certificate to their IDP. For more information, Deprecation: Genesys Cloud SSO certificate expiry. This feature requires no restriction by user or required user to access.