Important: Feature deployment schedule
Genesys is modifying the regional deployment schedule for the release of new features. This week’s features will begin to deploy on Wednesday, with full deployment across all regions expected to be completed by the end of the day Friday.

Genesys Cloud release notes enhancements

Genesys Cloud refreshed the weekly release notes view to provide a more intuitive, user-friendly experience. This redesign improves the ability to access the information that is most relevant to the organization and provides meaningful details that guide readers to key information contained within the user interface and linked articles. Readers can also click the labels below the content to view previous release notes that belong to the same categories and tags.

Improved on-demand Messenger launcher visibility

Administrators can now configure the Messenger launcher to remain visible even during page reloads and site navigation when triggered by business logic. This ensures uninterrupted access to ongoing messages for users.

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:

Active Total Callback column in Performance views

Contact center managers and supervisors can now use the new Active Total Callback, which represents the cumulative calling activity duration for the call portions of the callback. Managers and supervisors can access the Active Total Callbacks column in the Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view. Handle time no longer incorporates time that is now classified as Active Total Callback, giving a more accurate picture of the agent’s overall handle time for a Callback. The interaction timeline view also reflects this new metric as a new segment in the agent’s Callback session.

Additional details

One of the following licenses:

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

Read more:

Improved native voice transcription accuracy for Dutch

Genesys Cloud improved native voice transcription accuracy for Dutch (nl-NL).

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:

Topic miner queue selection increase

Administrators and analysts can now select up to 50 specific queues in which to perform topic mining.

Additional details

Where:

  • Admin > Quality > Topic Miner

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:

Message routing admin page user interface enhancements

Genesys Cloud enhanced the appearance of the message routing admin configuration menu. These improvements offer a more visually intuitive experience, ensure UX consistency, and enhance accessibility.

Additional details

Where

  • Admin > Routing > Message Routing

One of the following licenses:

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

Read more:

Notes:
  • 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.