Genesys Cloud - March 4, 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.
Sentiment and agent empathy analysis support for Arabic, Korean, and Portuguese languages
Sentiment and agent empathy analysis support is now available for Arabic World (ar-001), Arabic UAE (United Arab Emirates) (ar-AE), Arabic Bahrain (ar-BH), Arabic Egypt (ar-EG), Arabic Israel (ar-IL), Arabic Saudi Arabia (ar-SA), Arabic Tunisia (ar-TN), Korean Korea (ko-KR), Portuguese Brazil (pt-BR), and Portuguese Portugal (pt-PT).
Where:
- Admin > Quality > Sentiment Feedback
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:
Co-browse supports multiple iframes
Co-browse now supports multiple iframes on your brand's website. In co-browse sessions, the agent sees all iframes on the webpage, as long as they share the same domain as the iframe where the Genesys Messenger is deployed.
One of the following licenses:
- Genesys Cloud CX 2
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
Read more:
Maximum number of calls per agent set at the campaign level
Administrators can now set Max Calls Per Agent for Predictive Dialing and Power Dialing mode campaigns. This outbound campaign setting enables fine-tuning the maximum number of calls that can be launched for an agent at the campaign level.
Where:
- Admin > Outbound > Campaign Management > Voice Campaigns tab
One of the following licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
Read more:
Genesys Digital Bot Flow support for mobile apps
Genesys Cloud now supports Genesys Digital Bot Flows for mobile apps, which provide users with enhanced interaction capabilities, including quick replies. This feature enables customers to reply quickly to interactions from their mobile devices and improves the self-service experience.
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
- Genesys Cloud enables features for release beginning Monday and by end of day Wednesday, 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.
