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.

Additional details

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.

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

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).

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

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).

Additional details

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).

Additional details

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.

Additional details

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.

Additional details

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:

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.