Genesys Cloud - March 18, 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.
Outbound digital campaigns event triggers for post-contact interactions
Outbound administrators can now use event triggers for post-contact digital interactions in outbound digital campaigns, specifically for wrap-up codes.
Where:
- Admin > Architect > Triggers
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:
Enable and disable email threading
Administrators can now enable or disable email threading and define the length of time to thread email conversations after the most recent interaction, up to 30 days. Administrators can also enable subject-based threading to ensure that, when a participant modifies the subject line for inbound replies, Genesys Cloud creates a new interaction.
Where:
- Admin > Contact Center > Email > Organization Email Settings
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:
Deprecation: Canned reports
On June 22, 2022, Genesys Cloud announced the migration of canned reports to dynamic view exports. To allow for more time for the customers to move from canned reports to the performance view exports, Genesys is extending the deprecation plan. The completion date for all canned reports is now March 20, 2024. The deprecation notice includes updates to the full deprecation date and new date for disabling the Edit and Run now functions, for each report.
One of the following licenses:
- All licenses include this feature.
Read more:
Deprecation: Legacy alerting system
On June 14, 2023 Genesys announced that it would postpone the legacy alerting system removal date to January 24, 2024. Genesys has further postponed this date to April 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.
One of the following licenses:
- All licenses include this feature.
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.
