Genesys Cloud - May 20, 2024
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.
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.
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.
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.
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.
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).
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).
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).
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 and Genesys Digital Bot Flows Chinese (Traditional/Cantonese) language support
Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows language support is now available for Chinese (Traditional/Cantonese) (zh-HK).
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.
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.
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.
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.
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.
One of the following licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
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.
