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.

Improved Genesys Cloud announcements

Genesys updated the Announcements page for improved clarity and transparency. Genesys aims to provide customers with timely information about feature and platform updates and feature retirements. The Announcements article includes a categorized record of user interface and user experience (UI/UX), platform, and deprecation updates. The default view displays all active announcement types.

Additional details

Analytics API enhanced capabilities

Genesys Cloud now dynamically monitors activity for conversations, flows, routing, work teams, and users via the new /api/v2/analytics/*/activity/query endpoints. This feature enhances capabilities within the backend API components. A future release will include UI enhancements that use these endpoints.

Additional details

One of the following licenses:

  • All licenses include this feature.

Canned Responses user interface enhancements

The refreshed Canned Responses user interface now offers updates to the flow, style, and user controls. These enhancements do not affect existing functionality.

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

Read more:

Evaluate schedule groups in Architect bots and digital bots before ACD transfer

Flow authors can now configure flows to evaluate schedule groups before they run the Transfer to ACD action in Architect voice and digital bot flows. This feature enables the bot to determine if a queue is available for transfer; for example, during regular office hours, before it escalates the conversation to an agent or takes another action.

Additional details

Where:

  • Admin > Architect > Bot Flow > State or Task > [Architect actions]: - Find Queue - Find Queue by ID - Find Schedule - Find Schedule Group - Evaluate Schedule - Evaluate Schedule Group - Find Skill - Find Emergency Group
  • Admin > Architect > Digital Bot Flow > State or Task > [Architect actions]: - Find Queue - Find Queue by ID - Find Schedule - Find Schedule Group - Evaluate Schedule - Evaluate Schedule Group - Find Skill - Find Emergency Group

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
  • Genesys Cloud CX AI Experience

Read more:

Control knowledge behavior from start to finish in Architect digital bot flows

Advanced flow authors can now create and designate a reusable task that runs immediately after the bot finds a match to one or more knowledge articles. This feature gives flow authors more control over how to adapt flow behavior from start to finish, and to decide when to show the knowledge article, disambiguation, and feedback. For example, flow authors can store the matched knowledge articles, which the bot typically uses in the knowledge handling, as a flow variable in an Ask for action and then determine what happens next in the task and better guide the customer journey. The Architect actions that trigger the reusable knowledge task are Wait for Input and Digital Menu.

Additional details

Where:

  • Admin > Architect > Architect > [Digital Bot Flow] > Natural Language Understanding > Knowledge

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
  • Genesys Cloud CX AI Experience

Read more:

Manage Active Screen Recordings

Administrators can now access the count of active screen recordings directly within the Recording Management UI, which replaces the Manage Active Recordings UI. This enhancement aims to streamline the interface, reduce clutter, and enhance system scalability.

Additional details

One of the following licenses:

  • Genesys Cloud CX 1
  • Genesys Cloud CX 1 WEM Add-on II
  • Genesys Cloud CX 2
  • Genesys Cloud CX 2 WEM Add-on I
  • Genesys Cloud CX 3

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.