Genesys Cloud - June 17, 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.
SMS UK long code purchase requirement
Genesys Cloud now follows the United Kingdom's Know Your Customer (KYC) regulatory requirement. This requirement mandates that organizations register their business and corresponding use cases before using a long code for text messaging. Organizations must complete this registration before a new UK long code becomes active in their Genesys Cloud organization. In the coming weeks, Genesys Cloud will contact customers and confirm that they register existing UK long codes.
Where:
- Admin > Message > SMS Number Inventory > Purchase
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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Expanded campaign rule actions for enhanced automation
Administrators can now adjust the Max Calls per Agent, Campaign Weight, Number of Lines, and Compliance Abandon % using Campaign Rule actions. This new functionality enhances automation and streamlines campaign strategy management for dialer administrators. More granular control over these parameters enable administrators to manage campaign rules, reduce manual tasks, and improve overall campaign performance.
Where:
- Admin > Outbound > Rule Management > Campaign Rules tab > Create New
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
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Enhanced dynamic filtering for real-time adjustments in campaigns
Administrators can now make real-time adjustments to filter changes that apply to campaigns in Genesys Cloud Outbound, which facilitates clearer modifications to dialing criteria. This feature addresses the need for flexibility in outbound communications and allows customers to target different criteria during a campaign without the need for campaign interruption. Administrators who enable dynamic filtering can retrieve records that were previously filtered out, which enhances operational efficiency and responsiveness to changing business requirements. This enhancement provides flexibility and adaptability to all users of Genesys Cloud Outbound.
Where:
- Admin > Outbound > Campaign Management > Voice Campaigns tab
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
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Reconnect and reply to closed email
Agents can now use the Reconnect conversation icon to reconnect and reply to previously closed email interactions. Users can access the reconnect conversation functionality from the Agents Interactions Detail view, Campaign Interactions Detail view, Content Search view, Interactions view, My Interactions view, and Queues Interactions detail view. This feature enables agents to easily continue conversations and aims to provide improved efficiency, continuity, and responsiveness in customer interactions.
Where:
- Performance > Workspace > Contact Center > Interactions. Performance > Workspace > My Performance > My Interactions. Performance > Workspace > Speech and Text Analytics > Content Search. Performance > Workspace > Contact Center > Agent Performance. Choose agent/agents and then click Interactions tab. Performance > Workspace > Contact Center > Campaign Performance. Choose campaign/campaign and then click Interactions tab. Performance > Workspace > Contact Center > Queue Performance. Choose queue/queues and then click Interactions tab.
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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Automatically save wrap-up codes for improved call handling
Supervisors can now ensure that Genesys Cloud automatically saves selected wrap-up codes for interactions, even if agents do not click save or done before their after-call work (ACW) period ends. This enhancement guarantees that wrap-up codes are preserved when the ACW period expires, which provides an easier workflow for agents. Eliminating the need for agents to manually save their selections ensures an accurate reflection of call outcomes and allows supervisors to better understand and evaluate performance.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
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Enhanced dictionary management
Administrators can now manually add words to the dictionary within Genesys Cloud's Speech and Text Analytics feature, which improves the accuracy of transcribed words in voice transcription. Voice transcription services typically rely on standard dictionary words from the selected language, but organizations often have company-specific brands, terms, or acronyms that should be recognized and transcribed accurately. With this feature, customers gain the ability to enhance transcription accuracy by adding terms to the dictionary to ensure that organization-specific terminology is recognized with higher likelihood during voice interactions.
Where:
- Admin > Quality > Dictionary Management
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:
Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
Genesys Agent Assist knowledge surfacing and summarization is now available in Dutch Netherlands (nl-NL), French France (fr-FR), French Canada (fr-CA), German Germany (de-DE), Italian Italy (it-IT), and Portuguese Brazil (pt-BR).
One of the following licenses:
- 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
- Genesys Cloud 3 Digital
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Enhanced privacy controls for ad hoc recordings
Administrators can now restrict access to an interaction's ad hoc recording section, which provides an added layer of privacy and control within Genesys Cloud. This enhancement ensures that only authorized individuals interact with recordings to safeguard user data and comply with regulatory requirements. By limiting access to this feature, Genesys Cloud aims to build trust, improve operational efficiency, and maintain a secure environment for all users.
Where:
- Inbox > Recordings > Play
One of the following licenses:
- Collaborate
- Communicate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows is now available for Turkish Turkey (tr-TR).
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:
Enhanced employee recognition for improved engagement
Supervisors can now reward positive agent behavior and performance with standardized, personalized recognitions. This new feature makes it easy to send recognitions through existing views such as the agent scorecard, scorecard insights, and supervisor overview. Employees receive a banner notification in their Activity view for any recognitions. This enhancement aims to boost employee engagement and morale by providing a fun and efficient way for supervisors to acknowledge their team's efforts.
Where:
- Activity > Insights
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.
