Genesys Cloud - May 27, 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.
View all groups permission
Administrators can now use the new directory > privateGroup > view permission to allow users to see all groups, regardless of visibility rules. To enable a user to view all groups, administrators must add this permission to the user's role. This feature simplifies group management for administrators and offers a comprehensive view of all groups within the system.
One of the following licenses:
- All licenses include this feature.
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United Kingdom Genesys Cloud SMS users
Beginning May 27, 2024, organizations must register newly purchased numbers before they can send outbound messages. In Genesys Cloud, new numbers display in pending status. After purchasing the numbers, administrators must send a request to Genesyscloudsms@genesys.com, receive and complete the registration form, and then return the registration form to Genesyscloudsms@genesys.com. Genesys in turn submits the information to the wireless carrier for approval. When the carrier approves the number, Genesys activates it for the organization to use.
One of the following licenses:
- All licenses include this feature.
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Interaction categories for interaction analysis
Administrators can now use categories to detect agent and customer behavior based on what either participant says or types during certain portions and sequences of an interaction. This feature enables administrators and supervisors to gain more insight into the nature of conversations between customers and agents.
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
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File attachments via supported content profile
Agents and users can now send any file type that is supported by Messenger configuration’s supported content profile definition. Some file formats (image, audio, video, and pdf) are also displayed inline within Messenger.
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
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Queue segmentation of canned responses
Administrators can now assign canned response libraries to queues and limit the number of responses that appear on the interaction panel. During an interaction, agents can only view responses from libraries that belong to the queue to which they are logged on. This feature enables agents to quickly sort through canned responses, especially when the repository is large.
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
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Re-use SMTP connections in outbound email
Administrators can now reuse existing connections to SMTP servers to send outbound email. This feature reduces rate limits on the customer side and avoids failures.
Where:
- Admin > Integrations > Integrations > Custom SMTP Server integration > Configuration tab > Properties tab > Keep Connection Connected
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
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Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard
Genesys implemented a new event, nKnowledgeDocumentViewed, to more accurately represent the top knowledge articles that customers view across all knowledge touchpoints. Previously, the event that drove top viewed articles was based on nKnowledgeDocumentSurfaced, which related to the search hits.
Where:
- Performance > Workspace > Knowledge Performance tab
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
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Supervisor WEM dashboard
Supervisors can now access a single, centralized, and prioritized view of the information needed to better manage their team and employees. This feature helps supervisors understand where their attention is needed most and then take relevant actions directly via widgets. Supervisors can also navigate to individual feature screens via embedded links for in-depth administration. The first set of widgets include Adherence, Coaching and Learning, and Gamification Performance.
Where:
- Activity > Overview
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:
- 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.
