Genesys Cloud - December 16, 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.
2024 Genesys CIDR expansion and firewall requirements notification
By February 1, 2025, to prevent service disruption and ensure service continuity, customers must take the following steps:
- Configure their firewalls to allow access to the new CIDR IP addresses.
- Complete all applicable readiness tests.
- Read the entire 2024 Genesys CIDR Expansion - Commercial announcement
One of the following licenses:
- All licenses include this feature.
Read more:
Division-based Schedule view
Administrators can now filter schedules by division in the calendar view. A new drop-down menu on the schedules page allows users with appropriate permissions to view and manage schedules specific to a chosen division. This improvement helps administrators focus on schedules relevant to a particular line of business, providing greater granularity and efficiency in campaign management. Previously, schedules appeared without division-specific filtering. By enabling division-based filtering, this feature improves the user experience for organizations with access to multiple divisions.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Bulk workitem termination
Administrators, supervisors, and agents with appropriate permissions can now close multiple workitems simultaneously in the List view. This feature helps improve efficiency by allowing bulk actions instead of managing workitems individually. Existing prerequisites for closing individual workitems still apply to bulk operations.
Improved Content Search view
Administrators can now view consolidated conversation records in the content search. In the improved content search view, each unique conversation ID now appears as a single record. If multiple transcripts are associated with the same conversation ID, they appear as nested subrows under the main record. This change helps users reduce duplicate entries, making it easier to analyze conversation data at a glance. The improved structure also simplifies reporting and ensures that related transcript details remain organized under the relevant conversation.
Where:
- Performance > Workspace > Speech and Text Analytics > Content Search.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
Read more:
Topic miner Dutch language support
Topic miner is now available in Dutch (nl-NL) dialects. This feature enables administrators and analysts to to mine for topics in these dialects across all media types in order to gain insights into emerging topics.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud EX
Read more:
Automatically generate utterances in voice and digital bot flows with Genesys Virtual Agent and Genesys Agent Copilot
Genesys Virtual Agent and Genesys Copilot now includes the ability to use large language models (LLMs) and generative AI technology to create utterances. Architect bot flow and digital bot flow authors create intents and descriptions, and Virtual Agent and Agent Copilot generate the utterances for them. This feature alleviates the need for bot authors to create a large number of utterances and saves time and effort required to build and experiment with natural language understanding for the bot.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
Read more:
Knowledge bases with content search available in Architect bot flows and digital bot flows
Flow authors can now select knowledge bases that include content search when they create Architect bot flows or digital bot flows and enable Virtual Agent. The content search-based knowledge bases appear in the flow's Natural Language Understanding > Knowledge > Default Knowledge Base list. The bot surfaces knowledge articles that are created with or without content search.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
Read more:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the 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.
