Communicate

Additional ringtone options for Communicate for iOS and Android

Genesys Cloud added ten new ringtone options to Communicate for iOS and Android mobile applications. These additional choices allow users to select a different ringtone than their nearest coworker. For more information, see FAQs: Communicate for Android and FAQs: Communicate for iOS. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Contact Center

Agent email editor enhancements

Agents can now view improvements to the email editor, including attachments at the top of the editor, more details in incoming email headers such as To and CC, and better subject line visibility. For more information, see Reply to an email message interaction. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Email signatures appended to agent email

Administrators can now configure an email signature to immediately follow an agent’s response. This feature enables agents to view and edit the email signature directly in the editor. For more information, see Use the organization’s email domain name. This feature requires one of the following subscriptions: 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.

Set SMS Phone Number pre-contact digital rule action

Outbound administrators can now use a new Set SMS Phone Number pre-contact digital rule action to change the sender’s SMS phone number for a contact when the campaign determines that the rule condition is True. This digital rule action allows administrators to run a single campaign with one contact list, and then use the rule to change the sender SMS phone number for contacts that meet defined conditions. For more information, see Configure digital rule actions in Configure rule actions. This feature requires one of the following subscriptions: Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital.

Perform multiple actions on an email

Agents can now perform multiple actions on a single email before they disconnect and wrap-up the interaction, including multiple replies and forwards. For more information, see Use the organization’s email domain name. This feature requires one of the following subscriptions: 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.

Add and remove flexibility for email history in agent emails

Administrators now have more control over when they want to include or exclude message history from an email that an agent sends on behalf of a queue. This feature add these options for email configuration: Always auto-include message history with each agent’s response, Never include message history with each agent’s response, and Let agents decide for each response (default). For more information, see Use the organization’s email domain name. This feature requires one of the following subscriptions: 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.

Introducing Queue Wrap-up Summary Report

Supervisors can now view and export the wrap-up performance data grouped by each queue. The supervisors can use this data to determine the queue performance issues with specific wrap-up codes in one or more queues. For more information, see Queues Wrap-up detail view, and About wrap-up codes. This report also replaces the canned Queue Wrap-up Summary report, which is soon to be deprecated. No Restriction by User or Required User to Access.

Users can now download the scheduled export’s CSV from a static link. Users can leverage the dynamically configured UI views, and use the static link to reference the data within their preferred BI tools. The static link simplifies the export process for business users. For more information, see Generate static link and Export view data. No Restriction by User or Required User to Access.

Integrations

8×8 integration

The 8×8 integration is now available for Genesys Cloud. Genesys Cloud users can view and search 8×8 users in directories, view the presence of 8×8 users, and make calls between 8×8 and Genesys Cloud. For more information, see About the 8×8 integration. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3.

Improved United Communication Integration presence for Microsoft Teams, Zoom and 8×8

Administrators can now use the improved United Communication integration to retrieve presence values for SCIM users from external systems such as Microsoft Teams, Zoom, and 8×8. When the Genesys Cloud SCIM user is not logged into Genesys Cloud, Genesys Cloud displays the user’s external presence throughout Genesys Cloud. For more information, see About the Unified Communication tools integrations. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Notes:
  • Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, 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.