Genesys Cloud - June 28, 2023

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Call recording and quality management support in Genesys Cloud EX

Organizations that have the Genesys Cloud EX license can now upload call interaction recordings from an external platform to Genesys Cloud. This feature enables supervisors to review and apply quality management evaluations to these interactions in the Genesys Cloud platform. For more information, see About Genesys Cloud EX and About quality management. The feature requires the following subscription: Genesys Cloud EX.

Deprecations and announcements 

Deprecation: CX digital agent workspace (digital desktop only)

On August 30, 2023, Genesys will turn off permissions to access the CX digital agent workspace originally introduced in November, 2022, as well as remove the CX digital agent workspace. Desktop enhancements to the omnichannel CX agent workspace in Fall, 2023 enable Genesys to deliver a single desktop experience to support all types of users. This single, flexible desktop will support voice and digital experiences, and replaces the need for a separate desktop. Future development and enhancements will apply only to the omnichannel CX agent workspace. For more information, see Deprecation: CX digital agent workspace. This feature requires one of the following subscriptions: Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital.

  • Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, 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.