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.

Auto-answer functionality for agents in preview campaigns

Administrators can now enable auto-answer functionality for agents in a Preview campaign to improve efficiency.

Additional details

Where:

  • Admin > Outbound > Campaign Management > Voice Campaigns tab > Create New

One of the following licenses:

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

Read more:

Dynamic edge resource utilization for automated outbound dialing

Administrators can now set a weight value on an outbound voice campaign. This weight determines the allocation of more or fewer dialing lines and is based on its value compared with other campaigns using the same Edge resources.

Additional details

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:

Improved interval granularity for ad-hoc exports

Contact center managers and supervisors can now select various interval lengths for a selected time period during ad-hoc exports. This feature enhances control over exported data and offers more granular insight for larger time periods.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Edit and rerun scheduled exports

Feature reenablement

Administrators and supervisors can now attempt export retries directly from the inbox panel and also leverage enhanced schedule export capabilities. These new features allow administrators and supervisors to add static links; edit the schedule run times; and start off-schedule, ad hoc export runs for improved flexibility and control.

Additional details

Where:

  • Performance > Workspace > Other > Scheduled Exports

One of the following licenses:

  • All licenses include this feature.

Read more:

Export panel enhancements

Feature reenablement

Genesys Cloud enhanced the general usability of the export panel to increase customer engagement, retention, workspace adoption, and customer satisfaction. This feature enables administrators and supervisors to format export duration columns using seconds or H:M:S as one of the time values. Previously, administrators and supervisors could only use HH:MM:SS or milliseconds to format the duration columns.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Genesys Agent Assist summarization Spanish support (preview)

Genesys Agent Assist summarization is now available in preview for Spain Spanish (es-ES) and United States Spanish (en-ES).

Additional details

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

Read more:

Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Genesys Tempo support is now available for Chinese Simplified Mandarin (zh-CN), Czech (cs), Danish (da), Portuguese Portugal (pt-PT), Russian (ru), Turkish (tr), and Ukrainian (uk).

Additional details

One of the following licenses:

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

Read more:

Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support

Knowledge workbench is now available for Catalan Spain (ca-ES), Danish Dutch (da-DK), Finnish Finland (fi-FI), Norwegian Norway (nb-NO), Swedish Sweden (sv-SE), and Turkish (tr-TR).

Additional details

Where:

  • Admin > Knowledge

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 CX AI Experience

Read more:

Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support

Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist language support is now available for Chinese (Traditional/Cantonese) (zh-HK).

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:

BYOC Cloud TLS X.509 certificates

On August 21, 2024, Genesys will renew the BYOC Cloud TLS X.509 certificates. Organizations that use a secure TLS trunk with BYOC Cloud do not need to take action if the DigiCert Global Root G2 (apne3, euc2, mec1) or DigiCert High Assurance EV Root CA (all other regions) were previously accepted. Administrators can confirm renewal via the procedure in TLS trunk transport protocol specification.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Architect data tables user interface updates

Feature reenablement

Genesys Cloud updated the Architect data tables in the user interface views to provide a more visually intuitive experience. The existing functionality remains unchanged.

Additional details

Where:

  • Admin > Architect > Data Tables

One of the following licenses:

  • All licenses include this feature.

Read more:

Insights visual charting for supervisors

Supervisors can now use additional charting features in the Insights view. These features facilitate an effortless visual comparison between the performance of a chosen group of agents and the performance of all agents in a gamification profile. Also, Genesys substituted the arrows in the Insights table, previously used for horizontal navigation, with a horizontal scrollbar.

Additional details

Where:

  • Activity > Insights Performance > Workspace > Employee Engagement > Insights

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:

Deprecation: BYOC Premises Edge Remote Survivability

On November 27, 2024, Genesys will no longer support the BYOC Premises Edge Remote Survivability feature. Genesys is ending support because if a BYOC Premises Edge loses an internet connection, consumption of cached IVR flows and the ability to route ACD calls to active agents will no longer be supported. Also, all AI features that require real-time media processing will no longer be available.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Deprecation: Active screen recordings UI

On March 27, 2024, Genesys will remove the Manage active screen recordings UI and replace it with a count of active screen recordings on the Recording Management UI. Along with the removal, the corresponding APIs will also be deprecated and will not support new features in the future.

Additional details

One of the following licenses:

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

Read more:

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.