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.

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

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Catalan Spain (ca-ES).

Additional details

One of the following licenses:

  • Genesys Cloud CX 1
  • 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

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Knowledge portal refreshed article search results

The knowledge portal now features an enhanced view of search results. The article list displays the article title, the first line of the article, and the date of the last update. Customers who search the knowledge portal can more easily navigate to the article most suited to their needs and view additional information about the article before opening it.

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
  • Genesys Cloud CX AI Experience

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Historical execution data for Architect bot flows and digital bot flows

Customers can now access historical execution data for Architect bot flows and digital bot flows. Administrators, contact center managers, and flow authors can use the data to gain a high-level understanding of user journeys. Developers can access historical flow execution data using the public API and the notification service.

Additional details

One of the following licenses:

  • All licenses include this feature.

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Genesys Agent Assist knowledge article feedback

Agents can now provide detailed feedback for the knowledge articles that Genesys Agent Assist presents to them. Based on the improved agent feedback, administrators can gain valuable insights into potential gaps in the knowledge base and better resolve issues related to customer and agent queries.

Additional details

One of the following licenses:

  • Genesys Cloud CX 2
  • Genesys Cloud CX 3

Read more:

Introducing Agent Assist

Agent Assist provides the real-time transcription of a customer call and knowledge suggestions that get updated automatically, based on the context of the conversation. Knowledge suggestions consist of FAQ or knowledge article recommendations, which help agents become more efficient and knowledgeable, and improve the overall customer experience.

Additional details

One of the following licenses:

  • 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

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Enable and disable email threading

Administrators can now enable or disable email threading and define the length of time to thread email conversations after the most recent interaction, up to 30 days. Administrators can also enable subject-based threading to ensure that, when a participant modifies the subject line for inbound replies, Genesys Cloud creates a new interaction.

Additional details

Where:

  • Admin > Contact Center > Email > Organization Email Settings

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

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Outbound digital campaigns event triggers for post-contact interactions

Outbound administrators can now use event triggers for post-contact digital interactions in outbound digital campaigns, specifically for wrap-up codes.

Additional details

Where:

  • Admin > Architect > Triggers

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:

Support for capitalization and punctuation in native voice transcription for English transcripts

Genesys native voice transcription in English now adds capitalization, periods, question marks, and commas where applicable. This improvement enhances transcript readability and does not impact sentiment analysis, topic spotting, or content search performance.

Additional details

One of the following licenses:

  • Genesys Cloud CX 2 WEM Add-on I
  • Genesys Cloud CX 3
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.