Genesys Cloud - December 6, 2023

Change password set/reset workflow

New Genesys Cloud users and users who must reset their password will now land on the splash page when setting or resetting their password. On this page, users are presented with options to manage their account, access Communicate/Collaborate, or access Architect. This change does not affect SSO (single sign-on) users. For more information, see Reset your password and Log in for the first time. This feature requires no restriction by user or required user to access.

Password policy minimum requirements

Genesys updated the Genesys Cloud minimum password policy. The new password requirements include a minimum length of eight characters and at least one number, one special character, one uppercase letter, and one lowercase letter. Users who change their password cannot use any of the previous 10 passwords. Organizations that use automation to set or reset passwords must ensure that their implementations comply with the updated policy. Organizations do not need to update their password policy to achieve alignment with the minimum password requirements, and users are not forced to change their password when a this feature is updated. Users are required to change their password only when they must update their password. This change does not affect SSO (single sign-on) users. For more information, see Change your password . This feature requires no restriction by user or required user to access.

Increased support for non-E.164 format phone numbers in Single Customer View

Agents can now automatically view contact search results in the profile pane and in pre-call work for contacts who have non-E.164 format phone numbers. Agents can then select the matching External Contact from the search list, or create a new contact and claim that phone number as an identifier. Previously, Genesys Cloud did not support non-E.164 numbers by identity resolution. This feature also includes the addition of click-to-dial support for non-E.164 numbers when agents view an External Contact and reduces the need for agents to copy and paste information. For more information, see Can I add a non-E.164 number to a phone field for an External Contact?, Search for contacts or organizations, and Search for a contact. 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.

In-queue and scheduled callback automation

Administrators and contact center managers can now automate portions of the callback process to provide agents an automated experience when they handle scheduled and in-queue callbacks. The callback queue configuration offers options to Auto-Answer, Auto-Dial, and Auto-End Callback interactions. This feature removes the need for agents to perform manual actions and leads to improved handle times for in-queue and scheduled callbacks. For more information, see Create and configure queues, Enable communication level After Call Work and automatic callbacks, and Place, transfer, and dismiss a callback. This feature requires no restriction by user or required user to access.

Perform a benefit assessment before predictive routing free trial activation

Administrators can now assess the potential benefits of using predictive routing on their queues before they activate the free trial. This feature allows the administrators to wait until queues show a high optimization potential or wait for a suitable time to start their trial, and then use predictive routing to route interactions. For more information, see Predictive routing benefit assessment. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Topic miner French language support

Topic miner is now available for French (fr-FR) and Canadian French (fr-CA). This feature enables analysts and administrators to use the mined data to gain insights into emerging trends in French interactions and create new topics or improve existing topics in those languages. 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.

Mine for new trending topics in email interactions

Analysts and administrators can now use the topic miner to mine for new trending topics within email interactions. This feature enables them to better understand emerging or popular subjects. For more information, see Add a new topic miner . 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.

Sentiment Analytics data in Agent/Queue/Flow Topic views

Supervisors and analysts can now access sentiment data within the Agent, Queue, and Flow topic summary views. This feature enables a comprehensive understanding of sentiment performance, coupled with topic information, in key analytics reports. For more information, see Queue topics summary view , Agent topics summary view , and Flow topics summary view . 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.

Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Customer sentiment analysis and agent empathy analysis are now available for Dutch (nl-NL), German (de-DE), Italian (it-IT), and Japanese (ja-JP). Agent empathy scores are currently only available via speech and text analytics APIs. 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.

Screen recording available in Genesys Cloud CX 1 license

Genesys Cloud now offers screen recording to organizations with the Genesys Cloud CX 1 license. This feature does not include any functional changes. Also, the data storage allocation to Genesys Cloud’s fair-use policy across all tiers remains the same (for example, named CX1/2/3 remain at 17.5GB/25GB/32.5GB per month, respectively).  For more information, see Add Workforce Engagement Management to your subscription and Screen recording policy changes for Genesys Cloud CX 1 users . This feature requires one of the following subscriptions: Genesys Cloud CX 1.