Genesys Cloud FedRAMP region – May 20, 2024
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.
Auto-answer functionality for agents in preview campaigns
Administrators can now enable auto-answer functionality for agents in a Preview campaign to improve efficiency.
Where:
- Admin > Outbound > Campaign Management > Voice Campaigns tab > Create New
One of the following licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
Read more:
Dynamic edge resource utilization for automated outbound dialing
Administrators can now set a weight value on an outbound voice campaign. This weight determines the allocation of more or fewer dialing lines and is based on its value compared with other campaigns using the same Edge resources.
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
Read more:
Genesys Agent Assist summarization Spanish support (preview)
Genesys Agent Assist summarization is now available in preview for Spain Spanish (es-ES) and United States Spanish (en-ES).
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
Read more:
Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
Knowledge workbench is now available for Catalan Spain (ca-ES), Danish Dutch (da-DK), Finnish Finland (fi-FI), Norwegian Norway (nb-NO), Swedish Sweden (sv-SE), and Turkish (tr-TR).
Where:
- Admin > Knowledge
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:
Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist language support is now available for Chinese (Traditional/Cantonese) (zh-HK).
Where:
- Admin > Architect > Architect > [Bot Flow or Digital Bot Flow]
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
Read more:
Architect data tables user interface updates
Genesys Cloud updated the Architect data tables in the user interface views to provide a more visually intuitive experience. The existing functionality remains unchanged.
Where:
- Admin > Architect > Data Tables
One of the following licenses:
- All licenses include this feature.
Read more:
Insights visual charting for supervisors
Supervisors can now use additional charting features in the Insights view. These features facilitate an effortless visual comparison between the performance of a chosen group of agents and the performance of all agents in a gamification profile. Also, Genesys substituted the arrows in the Insights table, previously used for horizontal navigation, with a horizontal scrollbar.
Where:
- Activity > Insights Performance > Workspace > Employee Engagement > Insights
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:
- 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.
