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.

View and edit imported data via the user interface in the Contact List editor

Outbound administrators can now use the contact list editor within the Genesys Cloud user interface to view imported contact lists. Administrators can also create, edit, and delete individual and bulk contacts. This feature makes available functionality within the Contact List editor and enables customers to validate pre-existing filters, create ad hoc filters, and validate the number of records available once the filter is applied. Also, administrators can designate records as callable or uncallable within this feature, which provides the dynamic capability to make records available or unavailable during an active campaign.

Additional details

Where:

  • Admin > Outbound > List Management > Contact Lists tab > More > Edit Contacts

One of the following licenses:

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

Read more:

Dynamic outcome targeting in Predictive Engagement action maps

Administrators can now use a new outcome threshold solution in Predictive Engagement action maps to improve the definition of the target audience associated with an outcome. By employing percentiles to adjust the target audience, this solution enables more accurate and reliable engagement volumes.

Additional details

One of the following licenses:

  • Genesys Cloud CX 1 Digital Add-on II
  • Genesys Cloud CX 2
  • Genesys Cloud CX 3

Read more:

Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist

Genesys Cloud now supports UAE Arabic (ar-AE) for Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, intent miner, and Agent Assist.

Additional details

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 Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support is now available for Chinese (Simplified/Mandarin) (zh-CN), Korean Korea (ko-KR), and Polish Poland (pl-PL).

Additional details

Where:

  • Admin > Architect > Architect > [Bot Flow or Digital Bot Flow]

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:

Deprecation: Adobe data actions integration removal

On May 15, 2024, Genesys will remove the Adobe data actions integration from Genesys Cloud and will also remove the integration's supported documentation from the Resource Center. Organizations must transition to web services integration, reconfigure data actions via the web services data action, and use the transitioned data actions in Architect flows and scripts.

Note:
  • 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.