Genesys Cloud - March 11, 2024
Starting March 4, 2024, Genesys will adjust the regional deployment schedule for the release of new features. Features will begin to deploy on Monday, with full deployment across all regions expected to conclude by the end of day Wednesday.
Release notes and Resource Center documentation updates will publish on Mondays at 9:00 AM EST. In the event of deployment issues, the release notes will include updates about regional deployment status at 9:00 AM EST on Tuesday, Wednesday, and Thursday.
Automated time-off approval for grouped agents
Administrators can now group agents into smaller groups. This feature allows for the automatic approval of time-off requests based on the configured time-off limits for the staffing groups.
One of the following licenses:
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud EX
Read more:
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Catalan Spain (ca-ES).
One of the following licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
Read more:
Genesys Agent Assist knowledge article feedback
Agents can now provide detailed feedback for the knowledge articles that Genesys Agent Assist presents to them. Based on the improved agent feedback, administrators can gain valuable insights into potential gaps in the knowledge base and better resolve issues related to customer and agent queries.
One of the following licenses:
- Genesys Cloud CX 2
- Genesys Cloud CX 3
Read more:
Public APIs for Collaborate chat room management and chat messages
Genesys Cloud Public API now has REST endpoints to create, update, and view Collaborate chat messages and chat rooms. This feature enables developers and administrators the ability to integrate Collaborate messages and Collaborate chat into your business workflows.
One of the following licenses:
- All licenses include this feature.
Read more:
Remove users from Collaborate chat rooms
Administrators can now remove users from chat rooms if the users belong to a group that the administrators own. After removal, users cannot see the chat group or access messages from the chat group. This feature enables administrators to manage the chat room content and audiences.
One of the following licenses:
- All licenses include this feature.
Read more:
Improved native voice transcription accuracy for Italian
Genesys Cloud improved native voice transcription accuracy for Italian (it-IT).
One of the following licenses:
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
Read more:
Skills-based dialing for Preview and Progressive campaigns
Administrators can now assign an agent to outbound records that require a specific skill, or set of skills. Skills-based dialing is available for Preview and Progressive outbound campaigns.
One of the following licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX AI Experience
- Genesys Cloud EX
Read more:
Configure labels to manage interactions
Administrators can now create and add labels to interactions for improved management and control over routing and agent utilization. These labels provide organizations with enhanced control over how interactions are managed at both the organization and agent level. Also, flow authors can use Architect's Find Utilization Label, Set Utilization Label, and Clear Utilization Label actions to add or remove labels from interactions. Developers can now use an improved estimated wait time that includes utilization label data in its calculations.
Where:
One of the following licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
Read more:
Genesys Cloud Voice in Italy
Genesys Cloud Voice numbers are now available in Italy. Organizations can also purchase DID and toll-free numbers for Italy from the US, Canada, LATAM, and EMEA GCV regions.
One of the following licenses:
- All licenses include this feature.
Read more:
Refreshed Predictive Engagement user interface
The refreshed Predictive Engagement user interface offers new color schemes and table layouts to enhance the user experience. This feature does not change existing functionality or navigation.
One of the following licenses:
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
Deprecation: Outbound Search Audits view
On March 11, 2024, Genesys removed the Outbound Audits view, an independent Audit view for Outbound events.
One of the following licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
Read more:
Deprecation: Native X (formerly Twitter) third-party direct messaging channel
On April 11, 2024, Genesys will discontinue support for our native X (formerly Twitter) third-party messaging channel. Genesys will release a new native X integration in the future. No customer impact is expected with this deprecation. If you need X direct messaging before our new offering is launched, see the Read more articles in the Additional details section.
One of the following licenses:
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
Read more:
- Genesys Cloud enables features for release beginning Monday and by end of 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.
