Important: Feature deployment schedule
For the week of February 28, 2024, features will begin to deploy on Wednesday, with full deployment across all regions expected to be completed by the end of the day Friday.
On 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.

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.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

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 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.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Digital channels participant information update

Genesys Cloud now updates the information in the participant name field for digital channels and for the Conversation and Analytics API for ACD and workflow participants. As a result, this change updates the interaction details timeline view for digital channels and the description of the ACD and workflow segments to display the new information.

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:

Improved native voice transcription accuracy for French languages

Genesys Cloud improved native voice transcription accuracy for French France (fr-FR) and French Canada (fr-CA).

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:

Improved sentiment analysis for English languages

Genesys Cloud improved the accuracy of sentiment analysis for digital and voice interactions for all English dialects.

Additional details

Where:

  • Admin > Quality > Sentiment Feedback

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 CX 3 Digital

Read more:

Notification API voice transcription number normalcy for English languages

Developers who use the Notification API for voice transcription can now see normalized numbers and digits instead of the digits spelled into words. This feature applies only to English dialects and English India (en-IN).

Additional details

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:

Knowledge workbench V2

Knowledge authors can now use the knowledge workbench V2 to create and manage knowledge, optimize knowledge for search results, and leverage the knowledge in voice and digital bot flows to surface matching results to customer questions. Knowledge workbench also returns reporting data and helps knowledge authors provide supervised learning to improve knowledge search results and includes support for up to 15,000 question and answer articles in a knowledge base, article import and export, visibility settings, version control, and the ability to view and restore previous versions of a knowledge base.

Additional details

Where:

One of the following licenses:

  • 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:

Note:
  • Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, 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.