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New Features — July 2024
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1. Limit Agent Actions During Co-Browse Sessions
Description: Administrators can limit agent actions to only observe during co-browse sessions, preventing them from navigating customers to specific URLs. This feature promotes customer autonomy.Licenses:- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2, 2 Digital, 3, 3 Digital
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2. Improved Customer Sentiment and Agent Empathy Analysis
Description: Enhancements for Portuguese (Brazil and Portugal) and Spanish (US, Latin America, and Spain) dialects improve analysis accuracy.Licenses:- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3
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3. Enhanced Multi-Channel Queue Stats for CX Cloud from Genesys and Salesforce
Description: Queue stats now show all interaction types in addition to voice, helping agents access comprehensive data in the Service Cloud console.Licenses:- Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: Configure GC for SCV Queue Stats component -
4. German Switzerland Language Support for Bot Flows
Description: Support for the German Switzerland dialect (de-CH) is now available for Genesys Dialog Engine and Digital Bot Flows.Licenses:- Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
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5. Architect Supported Languages UI Enhancements
Description: The supported languages interface now has a refreshed layout, improving usability for flow authors.Licenses:- All licenses include this feature.
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6. Collapsible Card Interface in Architect Actions
Description: Flow authors can now collapse or expand cards for better organization and usability within Architect actions.Licenses:- All licenses include this feature.
Read More: Task and state editor actions -
7. Improved Native Voice Transcription Accuracy for Dutch
Description: Enhanced transcription accuracy for Dutch (nl-NL) dialects in Genesys Cloud.Licenses:- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX
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8. Deprecation of Legacy Alerting System
Description: The legacy alerting system will be removed on July 1, 2024. It has been replaced by real-time alerting introduced in 2023.Licenses:- All licenses include this feature.
Read More: Deprecation: Legacy alerting system -
9. Introduction of Work Automation
Description: Work Automation helps automate workflows and manage tasks across customer touchpoints, enhancing the customer experience lifecycle.Licenses:- Work Automation Add-on.
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10. Topic Miner Support for German, Italian, and Portuguese
Description: Administrators can now mine topics in German, Italian, and Portuguese dialects across all media types.Licenses:- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX
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11. Direct Routing to Dedicated Users
Description: Genesys Cloud now allows routing of ACD interactions directly to agents via their direct number or email, enhancing 1:1 customer-agent relationships.Licenses:- Genesys Cloud 1, 2, 3
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12. Genesys Agent Copilot
Description: AI-driven Genesys Agent Copilot provides agents with real-time guidance, including next best actions and summaries of customer interactions.Licenses:- Genesys Cloud 1, 1 Digital Add-on II, 1 WEM Add-on II, 2, 2 WEM Add-on I, 2 Digital, 3, 3 Digital
Read More: About Genesys Agent Copilot -
13. Operational Console Usability Enhancements
Description: The Genesys Cloud Operational Console now includes dynamic documentation and triggers to streamline event troubleshooting.Licenses:- All licenses include this feature.
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14. Manage Time-Off Details in Workforce Management
Description: Administrators can now directly update time-off hours in the workforce management Time-off Limits view.Licenses:- Genesys Cloud 1 Digital Add-on II, 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
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15. Trade Alternative Shifts for Enhanced Shift Management
Description: Workforce management now allows agents to request shift trades with the system when other options are unavailable.Licenses:- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
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16. Deprecation of Mobile Messenger SDK for React Native Apps
Description: Genesys will end support for the Mobile Messenger SDK wrapper for React Native apps on July 8, 2024.Licenses:- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
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17. Japanese Translation of Export Report
Description: The Japanese translation of the Export report has been updated for consistency across the Genesys Cloud UI. -
18. Queue Routing Performance View
Description: This new view provides detailed data about how queue routing settings perform, helping to optimize agent responses.Licenses:- Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
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19. Generic SIP Station Support in Cloud Media
Description: Genesys Cloud now supports non-managed third-party devices as SIP endpoints, improving system flexibility.Licenses:- All licenses include this feature.
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20. Public Web Tracking API Endpoint
Description: Organizations can now track web interactions via a public API endpoint, streamlining data collection without using JavaScript.Licenses:- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
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21. Improved Native Voice Transcription Accuracy for Arabic
Description: Transcription accuracy for Arabic (ar-WW) has been improved in Genesys Cloud.Licenses:- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX
Read More: Genesys Cloud supported languages -
22. Deprecation of Supervisor for iPad App
Description: Genesys will discontinue support for the Supervisor app for iPad on October 14, 2024. -
23. Deprecation of ACD Web Chat 2.0 Support
Description: Predictive Engagement support for ACD Web Chat 2.0 will be discontinued on July 6, 2025.Licenses:- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
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24. Hourly Interacting Users Billing Option
Description: Lower-volume users can now be billed based on the hours they interact, rather than a full seat license.Licenses:- All licenses include this feature.
Read More: Genesys Cloud hourly user licenses -
25. Highlight Markdown Support in Web Messaging
Description: Agents can now use markdown to highlight specific text in web messages, enhancing communication clarity.Licenses:- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: Markdown syntax for rich text in Messenger -
26. Outbound Open Messaging on Behalf of a Queue
Description: Agents can initiate outbound messages on behalf of a queue, extending open messaging capabilities.Licenses:- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
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27. Improved Native Voice Transcription Accuracy for Portuguese
Description: Enhanced transcription accuracy for Portuguese dialects (pt-PT and pt-BR) in Genesys Cloud.Licenses:- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX
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28. Digital Performance Monitoring Views
Description: Supervisors can now monitor agent and queue performance for digital interactions like email and messages.Licenses:- All licenses include this feature.
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29. Genesys Agent Assist for Japanese
Description: Genesys Agent Assist is now available for Japanese (jp-JP), including summarization.Licenses:- Genesys Cloud 1, 2, 2 WEM Add-on I, 2 Digital, 3, AI Experience
Read More: Genesys Cloud supported languages -
30. Select Multiple Segments in Knowledge Article Variations
Description: Knowledge authors can now select multiple segments per article variation, reducing article duplication.Licenses:- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, AI Experience
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31. Knowledge Workbench Support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
Description: Knowledge Workbench and Knowledge Portal now support additional languages including Hindi and Hungarian.Licenses:- Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
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32. Architect Replay Mode
Description: Flow authors can now use Replay Mode to troubleshoot and replay historical flows.Licenses:- All licenses include this feature.
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33. Advanced Execution Data for Architect Flows
Description: Flow authors can enable historical execution data tracking for detailed analysis of customer journeys.Licenses:- All licenses include this feature.
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34. Improved Navigation Between Published Schedules in Workforce Management
Description: Administrators can now quickly navigate between published schedules using new toolbar buttons.Licenses:- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
Read More: Navigate the schedule editor -
35. Work Plan Bidding in Workforce Management
Description: Agents can now bid for preferred work plans, with administrators able to override automatic allocations.Licenses:- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
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36. Barge-in Capability for Supervisors and Administrators
Description: Supervisors can now barge into live calls to provide real-time assistance, in addition to monitoring and coaching options.Licenses:- Genesys Cloud 1, 2, 3
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37. Enhanced Agent Status Visibility for Supervisors
Description: Supervisors can now view secondary agent status durations directly in the Agents > Statuses view.Licenses:- All licenses include this feature.
Read More: Agents Status Summary view, Agents Status Detail view -
38. Utilization Labels for Click-to-Dial API
Description: Developers can now configure utilization labels for more refined control over agent workload using the Click-to-Dial API.Licenses:- Genesys Cloud 1, 2, 3
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39. Genesys Cloud Voice Phone Number Availability in LATAM /h2>
Description: Genesys Cloud Voice phone numbers are now available in Argentina, Brazil, Mexico, and Colombia for local organizations.Licenses:- Genesys Cloud 1, 2, 3
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40. Genesys Cloud Background Assistant Screen Recording for CX Cloud
Description: Genesys Cloud Background Assistant now supports screen recording for voice and digital interactions in CX Cloud.Licenses:- Genesys Cloud 1, 1 Digital Add-on II, 1 WEM Add-on II, 2, 2 WEM Add-on I, 2 Digital, 3, 3 Digital
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41. Real-Time Updates of Gamification Scores
Description: Gamification scores and agent scorecards now update in real-time, reflecting external metrics immediately.Licenses:- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
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42. 2024 Genesys CIDR Expansion and Firewall Requirements Notification
Description: On October 28, 2024, Genesys will migrate a new CIDR block of IP addresses for public-facing media services, requiring firewall updates.Licenses:- All licenses include this feature.
Read More: 2024 Genesys CIDR Expansion - Commercial