Genesys Cloud - July 22, 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.
Hourly interacting users billing option
Genesys can now bill lower volume platform users only for the hours when they interact, instead of requiring a full named or concurrent seat. Administrators can tailor billing options within the same organization by billing users based on actual use. This feature enables occasional users who do not work in a full-time agent capacity but still need contact center agent functionality to do so without consuming the named or concurrent seat. Previously, Genesys billed these users for a named or concurrent seat.
Where:
- Admin > Account Settings > Subscription > Billing & Usage
One of the following licenses:
- All licenses include this feature.
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Highlight markdown support in web messaging
Administrators can now use the highlight markdown feature in messages sent via web messaging. This feature enables digital bots, knowledge bots, and agents to highlight specific snippets of text to draw focus to the most important content of the message. The ability to incorporate highlight markdown allows more detailed formatting and enhances the user experience. Highlighting key information helps customers quickly find the most relevant parts of a message, especially in lengthy responses from bots, and improves communication clarity and efficiency.
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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Outbound open messaging on behalf of a queue
Agents can now start new conversations or continue existing conversations on the open messaging channel on behalf of a queue. This feature extends the ability to send an interaction on behalf of a queue for open messaging, which facilitates agent-initiated messaging with third-party systems and external messaging services. Agents can initiate follow-up messages without going on queue and can receive credit for the interaction via metrics for the selected queue. This feature is not available in Genesys Cloud embedded clients.
Where:
- Admin > Contact Center > Queues
- Interactions > Send Message > [Message Channel] > On Behalf of Queue
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
Read more:
Improved native voice transcription accuracy for Portuguese
Genesys Cloud improved native voice transcription accuracy for Portuguese dialects (pt-PT and pt-BR).
Where:
- Admin > Quality > Speech & Text Analytics
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
Read more:
Introducing digital performance monitoring views
Supervisors and managers can now use the new digital performance monitoring views to monitor agent and queue performance of digital interactions, such as email and messages. This feature enables supervisors to make quick agent and queue management decisions based on how these resources handle digital interactions.
Where:
- Performance > Workspace > Digital > Email Agent Performance.
- Performance > Workspace > Digital > Email Agent Performance, and click an agent.
- Performance > Workspace > Digital > Email Queue Performance.
- Performance > Workspace > Digital > Email Queue Performance, and click a queue.
- Performance > Workspace > Digital > Message Agent Performance.
- Performance > Workspace > Digital > Message Agent Performance, and click an agent.
- Performance > Workspace > Digital > Message Queue Performance.
- Performance > Workspace > Digital > Message Queue Performance, and click a queue.
One of the following licenses:
- All licenses include this feature.
Read more:
Genesys Agent Assist available for Japanese language
Genesys Agent Assist is now available for Japanese Japan (jp-JP), including summarization.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud AI Experience
Read more:
Select multiple segments in knowledge article variations
Knowledge authors can now select more than one segment per article variation. This feature reduces the potential for increased knowledge base article volume and prevents unnecessary impact on knowledge base upper limits. Previously, to add another segment, knowledge authors duplicated articles with the same variation.
Where:
- Admin > Knowledge > Articles
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
- Genesys Cloud AI Experience
Read more:
Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
Genesys Knowledge workbench and knowledge portal are now available for Hindi India (hi-IN), Hungarian Hungary (hu-HU), Thai Thailand (th-TH), Ukrainian Ukraine (uk-UA), and Vietnamese Vietnam (vi-VN) dialects.
Where:
- Admin > Knowledge
- Admin > Message > Messenger Configurations
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:
Introducing Architect Replay Mode
Administrators and flow authors can now use Replay Mode in Architect to replay and troubleshoot historical flows of all types. Replay Mode allows users to navigate the past executions of a flow to observe user behavior or inspect specific aspects of flow execution, such as actions, errors, or events. This feature leverages historical execution data and enables users to perform basic to advanced debugging based on four execution data levels. This enhancement helps flow authors more effectively and efficiently troubleshoot and debug all flow types.
Where:
- Admin > Architect > Architect > [Flow Type] > Execution History
One of the following licenses:
- All licenses include this feature.
Read more:
Advanced Architect execution data capabilities for all flows
Flow authors can now use advanced execution data capabilities for all Architect flow types. This enhancement provides greater control over historical execution data to better understand customer journeys, improve troubleshooting of flows, and facilitate informed decisions. Flow authors can enable execution data storage and then select from four different data levels:
- Base - Understand high-level user journeys through actions and navigated menus, errors, and events.
- Notes - Troubleshoot flows using variable values and includes the base level.
- Verbose Notes - Access conversation content with communication values and includes the notes level.
- All - Troubleshoot flows using action input and output values and includes the verbose notes level.
Where:
- Admin > Account Settings > Organization Settings > Settings > Execution Data Storage toggle
- Admin > Account Settings > Organization Settings > Settings > Architect Flows toggle
- Admin > Architect > Help > Execution Data Flows Level
- Admin > Architect > Bot Flow > Execution Data
- Admin > Architect > Digital Bot Flow > Execution Data
One of the following licenses:
- All licenses include this feature.
Read more:
Improved navigation between published schedules in the workforce management schedule editor
Administrators can now quickly navigate to the previous or next published schedule via new toolbar buttons in the workforce management schedule editor. This feature allows faster access to shifts in those schedules. If a schedule is older than the ones in the quick list, within -26 to +26 weeks from today, the Next Published Schedule button navigates to the earliest start date in the quick list. Previously, schedulers had to return to the module grid to find the next or previous schedule. This new feature simplifies the process, making it easier to manage schedules continuously without interruption. The navigation improves efficiency for workforce management schedulers and helps them adjust recurring activities, export activities for external processes, and determine agent schedules across schedule boundaries.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Read more:
Genesys Cloud Workforce Management work plan bidding
Supervisors can now create new work plan bids to allow agents to bid for their preferred work plans. Agents can set their preferences among the available work plans, which then automatically allocates, based on bid settings and user rankings. With this new feature, administrators gain the ability to override the system's allocations. They can manually modify the assignments before they publish the results, which ensures that the work plans meet all organizational needs and preferences. This flexibility allows for better alignment of work schedules and agent availability, leading to improved operational efficiency and agent satisfaction.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Read more:
- 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.
