Genesys Cloud - July 1, 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.

Limit agent actions during co-browse sessions

Administrators can now further limit agent actions during a co-browse session, allowing agents to act only as spectators rather than guide the co-browse experience. Administrators can disable the ability for navigation requests to prevent agents from requesting customers navigate to specific URLs. This feature is beneficial for brands that prefer their agents to only observe what the end-customer is doing during a co-browse session. This feature helps the organization to better align the co-browse experience with their strategic goals and encourages customer autonomy.

Additional details

One of the following licenses:

  • Genesys Cloud 1 Digital Add-on II
  • Genesys Cloud 2
  • Genesys Cloud 2 Digital
  • Genesys Cloud 3
  • Genesys Cloud 3 Digital

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Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)

Genesys Cloud improved customer sentiment and agent empathy analysis for Portuguese Brazil (pt-PT), Portuguese Portugal (pt-PT), Spanish United States and Latin America (es-US), and Spain Spanish dialects (es-ES).

Additional details

Where:

  • Admin > Quality > Speech and Text Analytics
  • Performance > Interactions

One of the following licenses:

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

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Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce

Administrators can now add the Genesys Cloud for SCV Queue Stats component to the Lightning app for contact centers that use CX Cloud from Genesys and Salesforce. This feature extends the current queue stats, which previously showed only the voice channel, to include all interaction types. The component allows agents to view comprehensive queue statistics on the Service Cloud console, including wait times, agent availability, and the number of interactions waiting in the queue.

Additional details

One of the following licenses:

  • Genesys Cloud 1
  • Genesys Cloud 1 Digital Add-on II
  • Genesys Cloud 2
  • Genesys Cloud 2 Digital
  • Genesys Cloud 3
  • Genesys Cloud 3 Digital

Read more:

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support

Genesys Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows now supports German Switzerland (de-CH).

Additional details

Where:

  • Admin > Architect > Architect > [Bot Flow or Digital Bot Flow]

One of the following licenses:

  • Genesys Cloud 1
  • Genesys Cloud 1 Digital Add-on II
  • Genesys Cloud 2
  • Genesys Cloud 2 Digital
  • Genesys Cloud 3
  • Genesys Cloud 3 Digital

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Architect supported languages user interface enhancements

Genesys improved the Architect Supported Languages user interface, including a refreshed view, Language button, table and validation updates, and a more intuitive process. These improvements enable flow authors to easily navigate, improve consistency throughout the interface, and ensures a more user-friendly flow authoring experience. This feature does not affect existing functionality.

Additional details

Where:

  • Admin > Architect > Architect > [Flow Type} > Settings > Supported Languages

One of the following licenses:

  • All licenses include this feature.

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Collapsible card interface in Architect actions

Genesys introduced collapsible cards for the listed Architect actions. This improvement creates a clear visual hierarchy and enhanced section differentiation. The flexibility to collapse and expand cards allows users to quickly find key information and important elements and then adjust configuration as needed. This feature helps flow authors improve overall usability and efficiency. Previously, cards appeared as nested accordions.

Additional details

Where:

  • Admin > Architect > [Architect Flow Type] > State or Task > [Architect actions] - Call Audio Connector action - Call Bot Connector action - Call Dialogflow Bot action - Call Dialogflow CX Bot action - Call Lex Bot action - Call Lex V2 Bot action - Call Nuance Mix Bot action - Clear Slot action - Get Secured Data action - Get Conversation Data action - Get Participant Data action - Loop Until action - Set Conversation Data action - Set Secured Data action - Set Participant Data action - Switch action - Update Data action

One of the following licenses:

  • All licenses include this feature.

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Improved native voice transcription accuracy for Dutch

Genesys Cloud improved native voice transcription accuracy for Dutch dialects (nl-NL).

Additional details

Where:

  • Admin > Quality > Programs

One of the following licenses:

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

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Deprecation: Legacy alerting system

On July 1, 2024 Genesys will remove the legacy alerting system. 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.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Note:
  • Genesys Cloud enables features for release starting on Monday and completing by the end of the 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.