Customer engagement

Advanced input file pre-processing

Administrators can now define one or more find and replace expressions to modify the content of the input file before the upload process. These expressions are defined in the advanced section of a file specification template. For more information, see Create a File Specification Template. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Additional file format support for contact lists

Administrators can now use additional file formats, including delimiter-separated formats like pipe, tab, semicolon, custom delimiter, fixed length, and Microsoft Excel, when they create outbound dialing contact lists. The import process now includes a File Specification Template object, that outlines how to handle the input file. For more information, see Create a File Specification Template. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Portuguese language support

User interface support in Genesys Cloud is now available for Portuguese Portugal (pt-PT). For more information, see Genesys Cloud supported languages. This feature requires one of the following licenses: Collaborate, Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Historical execution data for Architect bot flows and digital bot flows

Customers can now access historical execution data for Architect bot flows and digital bot flows. Administrators, contact center managers, and flow authors can use the data to gain a high-level understanding of user journeys. Developers can access historical flow execution data using the public API and the notification service. For more information, see Historical flow execution data overview. This feature has no restriction by user or required user to access.

Workforce management navigation menu grouping

Administrators and contact center supervisors can now navigate more easily to work plan configuration and work plan rotations. These options are available from Admin > Workforce Management  > Work Plans. For more information, see About workforce management, Add a work plan configuration, Add a work plan, and Updated Workforce Management navigation menu. This feature requires 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, or Genesys Cloud EX.

Staffing requirements and performance metrics in the Schedules screen

Administrators can now assess the impact of schedule adjustments on service levels via integrated performance metrics at the bottom of the Schedules screen. This enhancement provides a quick and detailed view of the performance implications when activities are added to agents’ schedules. These performance metrics enable administrators to ensure alignment between predicted performance and staffing requirements by recalculating the latter when they make updates to the Volume and AHT forecast. Adjustments to the required staff details on the Schedules screen align expected performance and staffing needs. For more information, see Navigate the schedule editor, View adherence information in the schedule editor, and Export schedule information. This feature requires 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, or Genesys Cloud EX.

Deprecation: Legacy alerting system

On June 14, 2023 Genesys announced that it would postpone the legacy alerting system removal date to January 24, 2024. Genesys has further postponed this date to March 20, 2024. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system. Genesys recommends that affected customers create a backup of their latest bots in production. For more information, see Deprecation: Legacy alerting system. This feature has no restriction by user or required user to access.