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.

View all groups permission

Administrators can now use the new directory > privateGroup > view permission to allow users to see all groups, regardless of visibility rules. To enable a user to view all groups, administrators must add this permission to the user's role. This feature simplifies group management for administrators and offers a comprehensive view of all groups within the system.

Additional details

One of the following licenses:

  • All licenses include this feature.

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Interaction categories for interaction analysis

Administrators can now use categories to detect agent and customer behavior based on what either participant says or types during certain portions and sequences of an interaction. This feature enables administrators and supervisors to gain more insight into the nature of conversations between customers and agents.

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
  • Genesys Cloud CX 3 Digital

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2024 Genesys CIDR expansion and firewall requirements notification - FedRAMP

Genesys Cloud's FedRAMP media services will fully migrate FedRAMP | US East 2 (Ohio) to a Genesys-owned CIDR block. Genesys Cloud’s cloud media services are now fully migrated to the Genesys-owned CIDR block in FedRAMP. Genesys CIDR for FedRAMP is (164.152.64.0/22). Genesys also expanded the RTP port range.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

File attachments via supported content profile

Agents and users can now send any file type that is supported by Messenger configuration’s supported content profile definition. Some file formats (image, audio, video, and pdf) are also displayed inline within Messenger.

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

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Re-use SMTP connections in outbound email

Administrators can now reuse existing connections to SMTP servers to send outbound email. This feature reduces rate limits on the customer side and avoids failures.

Additional details

Where:

  • Admin > Integrations > Integrations > Custom SMTP Server integration > Configuration tab > Properties tab > Keep Connection Connected

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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Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Genesys Tempo support is now available for Chinese Simplified Mandarin (zh-CN), Czech (cs), Danish (da), Portuguese Portugal (pt-PT), Russian (ru), Turkish (tr), and Ukrainian (uk).

Additional details

One of the following licenses:

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

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Leveraging Digicert as the certificate authority in the mTLS process

Administrators can now configure web services data actions to utilize a client certificate signed by Digicert as the certificate authority in the mTLS process.

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

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Updated analytics event for top viewed articles in the Knowledge Performance dashboard

Genesys implemented a new event, nKnowledgeDocumentViewed, to more accurately represent the top knowledge articles that customers view across all knowledge touchpoints. Previously, the event that drove top viewed articles was based on nKnowledgeDocumentSurfaced, which related to the search hits.

Additional details

Where:

  • Performance > Workspace > Knowledge Performance tab

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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Supervisor WEM dashboard

Supervisors can now access a single, centralized, and prioritized view of the information needed to better manage their team and employees. This feature helps supervisors understand where their attention is needed most and then take relevant actions directly via widgets. Supervisors can also navigate to individual feature screens via embedded links for in-depth administration. The first set of widgets include Adherence, Coaching and Learning, and Gamification Performance.

Additional details

Where:

  • Activity > Overview

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

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Workforce management Explanations desktop feature

Workforce management adherence explanations are now available in the desktop application. Also, Genesys Tempo now includes the running late button. These features enable agents to submit a late explanation request. Supervisors can then approve or deny the late explanation request.

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
  • Genesys Cloud EX

Read more:

Genesys Tempo for workforce management schedules

The Genesys Tempo mobile application is now available for agent workforce management schedules. This application provides enhanced daily, weekly, and monthly schedule views that allow agents to quickly check their schedule anywhere, at any time.

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
  • 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.