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.

Architect Flow Insights toggle for bot and digital bot flows

Flow authors can currently use the new Flow Insights toggle in Architect to view the frequency of executed actions as an overlay in bot flows and digital bot flows. This feature enables flow authors, administrators, and contact center managers to gain insights into an action's frequency, which facilitates easier optimization of their voice or digital bot flow by identifying actions that require attention.

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

Read more:

Audit Viewer alternate search parameters support

Administrators can now narrow a search to specific audit events via the improved Audit Viewer, which includes more filter and search parameters. The enhancements include the ability to view all events within a specified time range; search by service, entity, or user; and access additional information.

Additional details

Where:

  • Admin > Troubleshooting > Audit Viewer

One of the following licenses:

  • All licenses include this feature.

Read more:

Inbound and outbound filter for gamification metrics

Administrators and supervisors can now setup gamification metrics so that they only account for inbound or outbound interactions. By default, and for existing gamification metrics, Genesys Cloud considers both directions during points calculation.

Additional details

Where:

  • Admin > Performance & Engagement > Gamification Profiles > Metrics tab

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
  • Genesys Cloud EX

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.