Genesys Cloud - September 13, 2023

Customer engagement

Open messaging typing indicators

Administrators can now allow customers to see when agents actively type messages. Administrators can also enable agents to see when their customers type responses to the message replies. For more information, see About open messaging, Platform configuration profiles overview, and Create and Assign a Configuration Profile. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 3.

Data, analytics, and reporting

Introducing the Genesys Cloud Analytics Add-on (A3S)

Genesys Cloud introduces the Analytics Add-on (A3S), a fully hosted solution that provides automated data integration, a cloud-scale analytical data warehouse (A3S Historical), real-time Event Bridge data delivered in a dashboard tool (A3S Real Time), and preconfigured reporting and analytics dashboards. Analytics Add-on (A3S) requires an initial enablement fee of $40,000 (USD) and subscriptions start at $20.00 (USD) per monthly contact center seat. Subscribers receive regular updates and new features with their subscription. For more information, see Add Analytics Add-on to your subscription. This feature has no restriction by user or required user to access.

Open platform

Architect workflow trigger automation

Flow authors can now create and manage trigger automation in Architect workflows. This feature enables flow authors to direct Genesys Cloud to take a specific action when a certain event occurs. For more information, see About triggers. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3.

Introducing Genesys Cloud CX Accelerators

Administrators can now install Genesys Cloud development artifacts directly into their organization with Genesys AppFoundry. Genesys Cloud CX Accelerators are sample configurations that can be deployed in your Genesys Cloud organization. For more information, see Accelerators overview. This feature has no restriction by user or required user to access.

Self service and automation

Support center name change

Genesys Cloud rebranded the support center as the knowledge portal. For more information, see About the knowledge portal. 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, Genesys Cloud CX AI Experience.

Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows

Bot authors can now use Architect’s Transfer to ACD action in the same bot flow to escalate customers to agents. Previously, to use the transfer to ACD logic, bot authors had to create a separate flow that includes support for this action. For more information, see Transfer to ACD action. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Introducing the Architect Optimizations dashboard

Flow authors can now use the new Optimization dashboard in Architect to view key metrics for bot flows and digital bot flows. The dashboard displays total bot interactions, average duration, and average turns; the state in which the bot ends; issues associated with flow actions; and an intents summary. This feature provides flow authors with a single location to review areas for improvement and link directly to an area in the flow to resolve any issues or the conversation that contains the issue; thereby more easily optimizing their voice or digital bot flow. For more information, see View bot and digital bot metrics in the Optimization dashboard. 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.

Architect flow outcomes and milestones user interface updates

Genesys Cloud updated the Architect flow outcomes and milestones user interface views to provide a more visually intuitive experience. The existing functionality remains unchanged. For more information, see Add a flow outcome and Add a flow milestone. This feature has no restriction by user or required user to access. 

Workforce engagement

Workforce Engagement Management (WEM) activity view in external web environments

Agents can now access schedules, evaluations, and their scorecard and leaderboard via the agent activity views embedded within web environments such as Salesforce. This feature enables agents to perform important tasks in a single view instead of switching between Genesys Cloud and other desktop environments.  For more information, see Workforce Engagement Management (WEM) activity view in external environments. 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, Genesys Cloud CX 3 Digital.

Deprecations and announcements

Deprecation: Canned reports

On June 22, 2022, Genesys Cloud announced the migration of canned reports to dynamic view exports. Genesys is extending the deprecation plan to give customers extra time to transition from canned reports to performance view exports. The updated deprecation notice includes new dates for full deprecation and disabling the copy function for each report. The deadline for migrating all canned reports is now November 15, 2023. For more information, see Deprecation: Canned reports. This feature has no restriction by user or required user to access.