Genesys Cloud - October 4, 2023

Data, analytics and reporting

Improved native voice transcription accuracy for specific French dialects

Genesys Cloud improved native voice transcription accuracy for French dialects (fr-FR and fr-CA). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on 1.

Improved native voice transcription accuracy for specific Spanish dialects

Genesys Cloud improved native voice transcription accuracy for Spanish dialects (es-US and es-ES). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on 1.

Open platform

Ringtone selection for call alerts

Agents can now select ringtones for their call alerts in the embedded clients. For more information, see Configure notifications. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Self service and automation

Centralized import and export for knowledge workbench V2

Knowledge authors can now use the Import & Export view in the knowledge workbench V2 to view and manage all import and export activities in one location. The new view provides knowledge authors a way to import and export data and also offers filter options, details on import and export activity, and status reports. For more information, see Import or export articles in a knowledge base v2 . 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.

Preview knowledge workbench V2 articles

Knowledge authors can now preview knowledge workbench V2 articles in draft or published state to see the content overview, article details, and analytics and feedback. The preview mode appears when an article opens, prior to edit mode. This feature enables flow authors to see how content renders for each configured touchpoint variation. For more information, see Preview a knowledge workbench V2 article. This feature requires one or 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.

Advanced filtering and customizable columns for knowledge bases

Knowledge authors can now apply advanced filtering to sort the list of articles and also customize which columns appear in a knowledge base. These improvements help knowledge authors manage, filter, and sort articles more efficiently by making it easier to view and access the information they need. For more information, see Format a knowledge base V2 question and answer article. 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.

Deprecations and announcements

Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

On January 2, 2024, Genesys will remove the consult transfer controls from the interaction window in the embedded clients. Customers can use the same consult transfer functionality available from the call controls in the client window. For more information, see Consult transfer a call and, Deprecation: Removal of consult transfer controls from the interaction window in embedded clients. This feature has no restriction by user or required user to access.