Genesys Cloud - November 29, 2023

Messenger support for Estonian, Latvian, and Lithuanian

Genesys Cloud now supports Estonian, (et), Latvian (lv), and Lithuanian (lt) in the Messenger window. For more information, see Genesys Cloud supported languages. 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.

External contact management user interface refresh

External Contacts has a new look and feel. Improvements to the user interface include alignment with the appearance of contact and organization views, a more streamlined process to create and edit contacts, and implementation of common components for editing fields. These enhancements ensure a more consistent and user-friendly approach to contact management within Genesys Cloud. The dedicated toggle in the user interface that enables users to switch between the new, default version and the old version is available until February 27, 2024. For more information, please see the community post: Refresh of Contact Management UI. This feature requires one of the following subscriptions: Collaborate, Communicate, 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, or Genesys Cloud CX 3.

Improved voice transcription accuracy for Portuguese (pt-PT and pt-BR)

Genesys Cloud improved voice transcription accuracy for Portuguese (pt-PT) and Brazilian Portuguese (pt-BR). For more information, see Genesys Cloud supported languages . This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Agent, Queue, and Flow topics summary view enhancements

Supervisors and analysts can now track the trend of a specific topic over time by selecting the corresponding column header within the Agent, Queue, and Flow summary views. They can also gain an overview of topic information by hovering over the column header, or the topic name in the column addition section. This feature provides a convenient way to visualize topic trends and obtain valuable insights. For more information, see Queue topics summary view , Agent topics summary view , and Flow topics summary view . This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Improved Collaborate for iOS search experience

Collaborate for iOS users can now benefit from a streamlined search process. This feature enables users to experience a more efficient search process with fewer taps on their device. For more information, see FAQs: Collaborate for iOS . This feature requires one of the following subscriptions: Collaborate.

Real-time monitoring for web messaging channels

Supervisors can now monitor agent web messaging and third-party messaging interactions. During web message interactions, supervisors have access to all of the contextual panels visible to the agent and can perform a thorough review of the digital interaction between the agent and the customer. Supervisors with appropriate contact editing and real-time monitoring permissions can update external contacts during a real-time monitoring session. For more information, see Monitor in-progress digital interactions . 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.

Sort and filter intents and utterances in Architect bot flows and digital bot flows

Flow authors can now filter intents in Architect bot flows and digital bot flows by health status. They can also sort intent columns, excluding slots, based on various criteria such as alphabetical intents, health priority, number of utterances, or alphabetical tasks. Also, flow authors can sort utterances by priority, order of entry, or alphabetical order and filter them by utterance status. For more information, see Work with intent health . 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, or Genesys Cloud CX AI Experience.

Bulk archive recordings through recording bulk action API

Administrators can now use the recording bulk action API to archive recordings in bulk. This feature enables organizations to archive past recordings on a large scale, especially when data storage allocations under the fair use policy reach or exceed the maximum limit. For more information, see Genesys Cloud Developer Center – Bulk delete\export of recordings. This feature requires one of the following subscriptions: 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, or Genesys Cloud EX.

Deprecations and announcements

Deprecation: Native LINE third-party messaging channel

On November 1, 2023, Genesys Cloud announced that Genesys Cloud organizations can no longer create native LINE third-party messaging integrations from November 29, 2023. Genesys Cloud will continue to support existing integrations until April 24, 2024. Customers can explore the AppFoundry for applications with LINE messaging capabilities that integrate with Genesys Cloud. Customers can also use the Open Messaging API solution to build their own connection to Genesys Cloud. For more information, see Deprecation: Native LINE third-party messaging channel , Genesys App Foundry, and About open messaging . 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.