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.

Remove users from Collaborate chat rooms

Administrators can now remove users from chat rooms if the users belong to a group that the administrators own. After removal, users cannot see the chat group or access messages from the chat group. This feature enables administrators to manage the chat room content and audiences. 

Additional details

One of the following licenses:

  • All licenses include this feature.

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Improved native voice transcription accuracy for Italian

Genesys Cloud improved native voice transcription accuracy for Italian (it-IT).

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

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Skills-based dialing for Preview and Progressive campaigns

Administrators can now assign an agent to outbound records that require a specific skill, or set of skills. Skills-based dialing is available for Preview and Progressive outbound campaigns.

Additional details

One of the following licenses:

  • Genesys Cloud CX 1
  • Genesys Cloud CX 1 Digital Add-on II
  • Genesys Cloud CX 1 WEM Add-on II
  • Genesys Cloud CX 2
  • Genesys Cloud CX 2 WEM Add-on I
  • Genesys Cloud CX 2 Digital
  • Genesys Cloud CX 3
  • Genesys Cloud CX 3 Digital
  • Genesys Cloud CX AI Experience
  • Genesys Cloud EX

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Refreshed Predictive Engagement user interface

The refreshed Predictive Engagement user interface offers new color schemes and table layouts to enhance the user experience. This feature does not change existing functionality or navigation.

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

Configure labels to manage interactions

Administrators can now create and add labels to interactions for improved management and control over routing and agent utilization. These labels provide organizations with enhanced control over how interactions are managed at both the organization and agent level. Also, flow authors can use Architect's Find Utilization Label, Set Utilization Label, and Clear Utilization Label actions to add or remove labels from interactions. Developers can now use an improved estimated wait time that includes utilization label data in its calculations.

Additional details

Where:

One of the following licenses:

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

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Maximum number of calls per agent set at the campaign level

Administrators can now set Max Calls Per Agent for Predictive Dialing and Power Dialing mode campaigns. This outbound campaign setting enables fine-tuning the maximum number of calls that can be launched for an agent at the campaign level.

Additional details

Where:

  • Admin > Outbound > Campaign Management > Voice Campaigns tab

One of the following licenses:

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

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Genesys Dialog Engine Bot Flows in Architect

The native voice bot and chat bot builder is now available in Architect. Administrators and contact center managers can use voice bots and chat bots with the Genesys-native knowledge workbench and Agent Assist applications to unify the bot authoring experience and enhance automation and customer self-service.

Additional details

Where:

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
  • Genesys Cloud CX AI Experience

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Genesys Dialog Engine Digital Bot Flows in Architect

Administrators and contact center managers can now use voice bots and chat bots with the Genesys-native knowledge workbench and Agent Assist applications. This new feature unifies the bot authoring experience and enhances automation and customer self-service.

Additional details

Where:

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
  • Genesys Cloud CX AI Experience

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.