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.

Simplified customer firewall requirements

Feature postponed: June 12, 2024

Genesys Cloud now uses Amazon CloudFront to serve most content stored in Amazon S3. Customers can update their firewall allowlist and replace Genesys Cloud *.s3 domain entries that allow *.s3.amazonaws.com, *.s3.{region}.amazonaws.com, and *.s3-{region}.amazonaws.com with:

  • prod*-inin-directory-service-profile.s3.*.amazonaws.com
  • prod*-inin-directory-service-upload.s3.*.amazonaws.com
  • prod*-inin-directory-service- static-client-resources.s3.*.amazonaws.com

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Enhanced message delivery status in messenger widget

Genesys Cloud now includes the ability to view message delivery status on the Messenger widget. Delivery statuses such as Sent, Sending, or Not Sent appear next to the message. This enhancement ensures that the message status, helpful for time-sensitive information, is accessible by the customer. This feature provides better visibility and reassurance during message delivery.

Additional details

Where:

  • Admin > Message > Messenger Configurations

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:

Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support

Knowledge workbench is now available for Chinese Cantonese (zh-HK), Chinese Mandarin (zh-CN), Chinese Taiwan (zh-TW), Korean Korea (ko-KR), and Polish Poland (pl-PL).

Additional details

Where:

  • Admin > Knowledge

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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Insights app for iOS

Supervisors can now use the new Insights app for iOS to monitor queues and agents in real time, even while on the go. Supervisors can also set and receive customizable alerts directly on their mobile devices. This enhancement improves efficiency for contact center supervisors.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Direct voicemail non-ACD call transfer for enhanced call management

Genesys Cloud users can now transfer calls directly to another user's voicemail without first alerting the intended Genesys Cloud user. This feature streamlines the customer experience and enables administrative staff to manage calls more effectively based on their insights and understanding of user availability and priorities. For example, users in meetings or sessions may find even brief phone alerts to be disruptive.

Additional details

One of the following licenses:

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

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Enhanced AudioHook Monitor configuration and migration process

Genesys Cloud decoupled AudioHook Monitor from voice transcription, enabling administrators and flow authors use the new Audio Monitoring option in queue voice channels and the Audio Monitoring action in Architect to monitor audio to and from Genesys Cloud. This feature eliminates the requirement to use voice transcription to monitor audio and gives administrators and flow authors greater control over the conversation audio to stream to third-party services.

Additional details

Where:

  • Admin > Contact Center > Queues > [preferred queue] > Voice tab
  • Admin > Architect > Architect > [Inbound Call Flow or Outbound Call Flow] > Audio Monitoring action

One of the following licenses:

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

Read more:

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU), and Swedish language support

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows is now available for Basque (EU) (eu-ES), and Sweden Swedish (sv-SE).

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

Read more:

SCORM 1.2 learning standard conformance

Genesys Cloud is now conformant with the SCORM 1.2 e-learning standard. The SCORM 1.2 packages are hosted natively and helps programmers write code that engages workforce management participants. This enhancement enables learning administrators to combine existing Genesys Cloud features, such as rich text, content management, and assessments, with SCORM packages to create custom learning solutions.

Additional details

Where:

  • Admin > Performance & Engagement > Development and Feedback

One of the following licenses:

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

Read more:

Learning module improvements

Administrators can now benefit from several enhancements to the learning assignment experience in Genesys Cloud. The updated navigation pane allows for content descriptions, and progress tracking is more intuitive. Additional options control the flow of modules, while the improved results screen provides a more positive completion experience. Administrators can also better visualize given answers. These changes make the learning assignment process more user-friendly, with clearer content management, enhanced tracking, and visualization features.

Additional details

Where:

  • Admin > Performance & Engagement > Development and Feedback

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:

Deprecation: ACD Web Chat 2.0 (Rest API)

On June 11, 2025, Genesys will end support for the legacy ACD web chat version 2, currently accessible through the chat widget versions 1.1 and 2.0. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger.

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

Read more:

Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication

On June 12, 2024, Genesys will remove support for the Internet Explorer 11 (IE11) desktop application. The deprecation relates to Microsoft's end of support for IE11 and affects organizations who still use IE11 to access Genesys Cloud. 

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.