Genesys Cloud - October 11, 2023

Account management

Regional Genesys location as default directory location

Genesys Cloud now automatically populates the organization’s default directory location with the regional Genesys location instead of a United States address. For more information, see About Directory administration. This feature has no restriction by user or required user to access.

iRAP protected compliance assessment

Genesys Cloud CX completed an IRAP assessment up to and including the PROTECTED level. The Infosec Registered Assessors Program (IRAP) provides a comprehensive process for the independent assessment of a system’s security against the Australian Government Information Security Manual (ISM) requirements. The IRAP goal is to maximize the security of Australian federal, state, and local government data by focusing on the information and communications technology (ICT) infrastructure intended for data storage, processing, and communication For more information, see Supported security standards. This feature has no restriction by user or required user to access.

Customer engagement

Allow end-user participants to clear web messaging conversations

Organizations can now allow web messaging participants to clear the end-user conversations, useful for conversations that start on shared devices. After the conversation clears, it automatically disconnects from the queue and agents. This feature enhances customer privacy and optimizes workforce productivity. For more information, see Configure Messenger. 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. 

Data, analytics, and reporting

Trigger alerts based on the number of agents currently in queue

Supervisors can now define rules that trigger alerts based on the number of agents per queue within specific routing or presence statuses. For more information, see Create an alert rule and Edit an alert rule. This feature has no restriction by user or required user to access.

Self service and automation

Architect knowledge configuration improvements

Genesys Cloud improved the global settings for knowledge in Architect voice and digital bot flows. The new tabbed layout provides flow authors a structured, process-driven approach to manage how bots display question and answer articles, and engage with bot participants. These tabs include response bias configuration; answer presentation; and disambiguation, feedback, and follow-up behavior. For more information, see Add knowledge to your bot flow. This feature has no restriction by user or required user to access.

Internal article references as hyperlinks in other knowledge articles

Knowledge authors can now add internal, published articles as hyperlinks in other articles within the same knowledge base. This feature enables customers who use knowledge portal and Agent Assist to navigate the hyperlinks as related articles and redirect to the desired information in a specific article without searching for or scrolling through the article. For more information, see Format a knowledge base V2 question and answer. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Platform

Japanese translation of the Export report

The Japanese translation of the Export report is now consistent in the Genesys Cloud user interface. 

Deprecations and announcements

Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation

On October 10, 2023, Genesys ended support for the Windows 8 and 8.1 operating systems for the Genesys Cloud desktop app. For more information, see Deprecation: Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app. This feature has no restriction by user or required user to access.

Search Audits APIs deprecation

On May 10, 2023, Genesys announced the removal of the Search Audits view, an independent Audit view for documents on August 21, 2023. Genesys is working to migrate users off this API, and has postponed the removal date. For more information, see Deprecation: Search Audits APIs. This feature has no restriction by user or required user to access.

Deprecation: Removal of Utilize Load Based permission

On January 10, 2024, Genesys will remove the Workforce Management > Agent Schedule > Utilize Load Based option. Supervisors can now select whether an agent is schedulable from Workforce Management > Agents > Update Agent Schedulability. For more information see Deprecation: Removal of Utilize Load Based permission.  This feature has no restriction by user or required user to access.