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.

Enhanced ACD Skills and Languages menu

Genesys Cloud improved the appearance of the ACD Skills & Languages configuration menu. These improvements offer a more visually intuitive experience, ensure UX consistency, enhance accessibility, and do not affect existing functionality.

Additional details

Where:

  • Admin > Contact Center > ACD Skills & Languages

One of the following licenses:

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

Read more:

Email notifications for expiring and expired scheduled exports

Administrators can now ensure that scheduled export users receive daily emails about expired or soon-to-expire exports. This feature simplifies export management and prompts immediate action to prevent automatic disabling. Users can also access a dashboard within their export inbox to monitor the number of expiring or expired scheduled exports.

Additional details

Where:

  • Performance > Workspace > Other > Scheduled Exports.

One of the following licenses:

  • All licenses include this feature.

Read more:

Introducing Architect Journey Flows for inbound and secure call flows

Flow authors now use the new Journey Flows tab in Architect to visualize the customer journey within a flow and enhance their understanding of flow milestones and outcomes, enabling them to improve containment rates. This feature empowers flow authors, administrators, and contact center managers to gain insights into customer interaction paths and identify crucial moments in the customer journey that require attention.

Additional details

Where:

  • Admin > Architect > Inbound Call Flow > Insights and Optimizations > Journey Flows
  • Admin > Architect > Secure Call Flow > Insights and Optimizations > Journey Flows

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:

Genesys Cloud Voice currencies and inbound list pricing regional availability

On February 28, 2024, Genesys Cloud announced that on June 1, 2024, inbound prices for 27 Toll-free and 8 DID countries are set to reduce. The Genesys Cloud Voice outbound calling rates, inbound calling rates, and DID and toll free number charges are available for each AWS pricing region in five billing currencies. Genesys bills for Genesys Cloud voice based on the region that the organization selects. Previously, organizations that chose their billing currency as non-standard to their region were billed based on their chosen currency.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Poly VVX hostname format

In accordance with RFC 1035, Poly altered the host name format of VVX devices in later firmware deployments. Devices do not adopt the new format by default, and customers retain the option to opt into the updated host name format. 

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Enhanced AudioHook Monitor configuration and migration process

Feature postponed: June 6, 2024    Feature reenabled: June 11, 2024

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 Taiwanese language support

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Chinese Taiwan (zh-TW).

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:

Deprecation postponement: Legacy alerting system

On June 14, 2023 Genesys announced that it would postpone the legacy alerting system removal date to April 1, 2024. Genesys has further postponed this date to July 1, 2024. 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. Genesys recommends that affected customers create a backup of their latest bots in production. 

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.