Important: New feature deployment schedule in effect
Starting March 4, 2024, Genesys will adjust the regional deployment schedule for the release of new features. Features will begin to deploy on Monday, with full deployment across all regions expected to conclude by the end of day Wednesday.
Release notes and Resource Center documentation updates will publish on Mondays at 9:00 AM EST. In the event of deployment issues, the release notes will include updates about regional deployment status at 9:00 AM EST on Tuesday, Wednesday, and Thursday.

File attachments via supported content profile

Agents and users can now send any file type that is supported by Messenger configuration’s supported content profile definition. Some file formats (image, audio, video, and pdf) are also displayed inline within Messenger.

Additional details

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:

Edit and rerun scheduled exports

Administrators and supervisors can now attempt export retries directly from the inbox panel and also leverage enhanced schedule export capabilities. These new features allow administrators and supervisors to add static links; edit the schedule run times; and start off-schedule, ad hoc export runs for improved flexibility and control.

Additional details

Where:

  • Performance > Workspace > Other > Scheduled Exports

One of the following licenses:

  • All licenses include this feature.

Read more:

Improved native voice transcription accuracy for Spanish dialects

Genesys Cloud improved native voice transcription accuracy for Spanish Spain (es-ES) and Spanish United States and Latin America (es-US).

Additional details

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

Read more:

Introducing the Audio Connector integration

Administrators and contact center managers can now use the Audio Connector to stream conversation audio to third-party services and back. Audio Connector enables partners and customers to extend the open Genesys Cloud platform with their own voice-based services and meet bi-directional audio streaming needs such as serving voice bots and performing active voice biometrics.

Additional details

One of the following licenses:

  • Genesys Cloud CX 1
  • Genesys Cloud CX 2
  • Genesys Cloud CX 3

Read more:

Improved flow size indicator in Architect

Genesys Cloud improved the flow size indicator in Architect to help flow authors keep better track of flow size. This improvement enhances the ability of flow authors to optimize their flow size during design time and ensures that flows do not reach the maximum size, for example, by modularizing their flows at an early design stage. The flow size indicator now displays the percentage that the flow utilizes of the maximum size that Architect allows and is visible at all times.

Additional details

Where:

  • Admin > Architect > Architect > [flow type]

One of the following licenses:

  • All licenses include this feature.

Read more:

Note:
  • 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.