Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.

Enhanced ACD Skills and Languages menu

Genesys Cloud improved the appearance of the ACD Skills & Languages configuration menu. These improvements offer a more visually intuitive experience, ensure UX consistency, enhance accessibility, and do not affect existing functionality.

Additional details

Where:

  • Admin > Contact Center > ACD Skills & Languages

One of the following licenses:

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

Read more:

Email notifications for expiring and expired scheduled exports

Administrators can now ensure that scheduled export users receive daily emails about expired or soon-to-expire exports. This feature simplifies export management and prompts immediate action to prevent automatic disabling. Users can also access a dashboard within their export inbox to monitor the number of expiring or expired scheduled exports.

Additional details

Where:

  • Performance > Workspace > Other > Scheduled Exports.

One of the following licenses:

  • All licenses include this feature.

Read more:

Enhanced AudioHook Monitor configuration and migration process

Feature postponed: June 6, 2024    Feature reenabled: June 11, 2024

Genesys Cloud decoupled AudioHook Monitor from voice transcription, enabling administrators and flow authors use the new Audio Monitoring option in queue voice channels and the Audio Monitoring action in Architect to monitor audio to and from Genesys Cloud. This feature eliminates the requirement to use voice transcription to monitor audio and gives administrators and flow authors greater control over the conversation audio to stream to third-party services.

Additional details

Where:

  • Admin > Contact Center > Queues > [preferred queue] > Voice tab
  • Admin > Architect > Architect > [Inbound Call Flow or Outbound Call Flow] > Audio Monitoring action

One of the following licenses:

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

Read more:

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Chinese Taiwan (zh-TW).

Additional details

Where:

  • Admin > Architect > Architect > [Bot Flow or Digital Bot Flow]

One of the following licenses:

  • Genesys Cloud 1
  • Genesys Cloud 1 Digital Add-on II
  • Genesys Cloud 2
  • Genesys Cloud 2 Digital
  • Genesys Cloud 3
  • Genesys Cloud 3 Digital

Read more:

Note:
  • Genesys Cloud enables features for release starting on Monday and completing by the end of the 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.