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.

Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages

Sentiment analysis support is now available for Chinese Cantonese (zh-HK), Chinese Mandarin (zh-CN), and Chinese Taiwan (zh-TW).

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

Read more:

Improved native voice transcription accuracy for German

Genesys Cloud improved native voice transcription accuracy for German (de-DE).

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:

Predictive engagement new and replaced operators

Genesys Cloud replaced the operators 'like' and 'not like' with 'contains any' and 'does not contain all' respectively. Also, administrators can use two new operators, 'contains all' and 'does not contain any', when they define conditions for segments, outcomes, and action maps.

Additional details

Where:

One of the following licenses:

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

Read more:

Increased number of outcomes limit

Administrators can now create up to 100 outcomes per organization and can enable scoring on up to 10 outcomes.

Additional details

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:

ACD conferences

Agents can now add people to a conference call while they are on an ACD voice interaction in the desktop agent UI. ACD conferencing allows agents to click the new conference icon and choose a participant, for example, another user, queue, or external number, to help their customers. The participant accepts an invitation and joins the conference. Agents can also transform a consult transfer into a conference and bring together all three participants. While in a conference, agents can continue to add up to a total of 20 concurrent participants.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Knowledge articles in Messenger 

Administrators can now enable knowledge articles in a Messenger configuration and link an existing knowledge base to that configuration. Customers can then search and browse knowledge articles in the Messenger Homescreen.

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:

Introducing homescreen configuration for Messenger

Administrators can now enable the Homescreen for Messenger configurations. Homescreen allows advanced Messenger branding and configuration, including logos, headings, and knowledge articles that appears to the customers.

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:

Specify queue in scheduled callbacks

Agents can now specify a queue when they schedule a callback. Before agents can use this feature, administrators must enable it for them in Organization Settings. 

Additional details

Where:

  • Admin > Account Settings > Organization Settings > Settings tab

One of the following licenses:

  • All licenses include this feature.

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.