New Features — October 2024
Top Features
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Voice Surveys After Customer Interactions
Description: Voice surveys can be deployed after voice interactions to gather customer feedback, with results viewable in analytics.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3
Read More: Voice Survey Flows
All Other New Features
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1. 2024 Genesys CIDR Expansion and Firewall Requirements Notification
Description: Genesys will expand its CIDR IP range during the week of October 28, 2024, adding an /18 CIDR block for media services. Administrators need to update firewall settings for the new IP range and RTP port expansion.
Licenses:
- All licenses
Read More: 2024 Genesys CIDR Expansion – Commercial
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2. Improved Genesys Cloud Storage Cost Calculator
Description: The storage cost calculator now estimates voice, screen, and digital interaction recording costs based on overage charges and retention time, excluding historical execution data.
Read More: Storage Calculator
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3. Metrics for Improved Workitem Volume Forecasting
Description: Two new metrics, nWorkitemsOffered and tWorkitemsAgentFocusComplete, support workforce planning by tracking workitem counts and agent focus time, even when workitems are parked.
Licenses:
- Work Automation Add-on
Read More: Workforce Management – Back Office Support
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4. IMAP Integration for Inbound Email
Description: An IMAP integration for inbound emails now routes emails directly into the contact center, supporting queues or flows and simplifying migration from PureConnect or Multicloud.
Licenses:
- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: Custom IMAP Integration for Inbound Emails
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5. Extended Content Search Lookback for Words and Phrases to 60 Days
Description: Users can search interaction transcripts up to 60 days back, with other interaction metadata (e.g., topics, categories, sentiment) limited to 18 months.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3
Read More: Content Search Overview
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6. Flow Insights Overlay for Flow Performance Analysis
Description: Flow Insights in Architect provides visualization of customer interactions within flows, helping administrators optimize flow components based on interaction frequency.
Licenses:
- Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, AI Experience
Read More: Flow Insights Overview
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7. Disable WebRTC Audio and Alert Notifications in Embedded Client
Description: Agents can now disable WebRTC audio and alert notifications in the embedded client to avoid audio interference when using Genesys Cloud alongside the desktop client.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: WebRTC Phone Settings
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8. Preferred Device Profiles
Description: Users can set a preferred device profile for automatic application when matching hardware is detected, simplifying audio configuration.
Licenses:
- All licenses
Read More: Audio Profile Settings
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9. Improved Summarization Readability and Efficiency for Agents
Description: Conversation summaries now appear as unordered lists, and agents can copy AI-generated summaries, making post-conversation tasks faster.
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: Agent Copilot Overview
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10. Guided Setup Experience for CX Cloud Installation
Description: A guided setup within Salesforce Service Cloud helps administrators install and configure CX Cloud with step-by-step instructions.
Licenses:
- Communicate, Genesys Cloud 1, 1 WEM Add-on II, 2, 2 WEM Add-on I, 2 Digital, 3
Read More: CX Cloud Setup Guide
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11. Architect Get Participant Data and Set Participant Data in Voice and Digital Bot Flows
Description: Flow authors can use Set/Get Participant Data actions to manage attribute variables across flows, ensuring data consistency.
Licenses:
- Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: Participant Data Actions
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12. Enhanced Agent and Supervisor Activity Overview Screen
Description: Updates to the Agent Activity home page remove the left sidebar and add a Today’s Schedule widget, optimizing screen space and navigation.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
Read More: Agent Activity Overview
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13. Workforce Management Notifications for Process Automation Triggers
Description: Workforce management notifications can now trigger automation in Architect workflows, supporting adherence, schedule, shift trade, and time-off notifications.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
Read More: Architect Workflow Triggers
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14. Workforce Management Business Unit and Time Zone Placement in Views
Description: Standardized placement of business unit, management unit, and time zone selectors across WFM views creates a more consistent interface.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
Read More: WFM View Navigation
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15. Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
Description: Genesys will discontinue support for Nuance Recognizer as a Service, TTS, and Mix Dialog Bot on October 7, 2024.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: Nuance Deprecation Notice
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16. Deprecation: Google Agent Assist for Genesys Cloud
Description: Support for Google Agent Assist in Genesys Cloud will end on October 7, 2024.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: Google Agent Assist Deprecation
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17. Telephone Resource Limits in Admin UI
Description: Administrators can now view telephony resource limits, such as trunks, sites, and call routes, directly in the Admin UI.
Licenses:
- All licenses
Read More: Telephony Resource Limits
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18. Automatic Time Zone Mapping Support for European Organizations
Description: Time zone mapping for outbound campaigns now supports European deployments, aligning European time zone mapping with North American functionality.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: Automatic Time Zone Mapping
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19. Rule Conditions and Advanced Capabilities for Campaign Rules
Description: Campaign rule sets now include additional conditions and actions, such as contact count and business outcome metrics, allowing greater flexibility.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: Campaign Rules
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20. Identifier Claim Management for External Contacts
Description: New icons for social, email, and phone identifiers in External Contacts improve visibility, and administrators can reassign claims between contacts.
Licenses:
- Genesys Cloud 1, 2, 2 Digital, 3, 3 Digital
Read More: External Contact Management
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21. Interactive Charts for Journey Analysis
Description: Up to 10 interactive charts are available in Journey Analysis, allowing administrators to analyze trends and customer behavior visually.
Licenses:
- All licenses
Read More: Journey Analysis Charts
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22. Supervisor Access to Voicemail Metrics
Description: Supervisors can access agent voicemail details, including Read, Deleted, and Noted statuses, through secure API endpoints.
Licenses:
- Communicate
Read More: Voicemail APIs
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23. Interval-Level Performance Metrics Alignment for Intraday Monitoring and Schedule Editor
Description: Performance metrics are now consistent across Intraday Monitoring and Schedule Editor views, improving alignment and decision-making.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
Read More: Schedule Editor Overview
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24. Manually Assign Work Plans with Future Effective Dates
Description: Administrators can now assign future-dated work plans to employees, simplifying advance scheduling changes like shift adjustments.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX
Read More: Work Plan Assignments
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25. ourney Flows Tab in Architect for Outbound Call, Inbound Email, and Message Flows
Description: The Journey Flows tab in Architect helps visualize customer interaction paths in flows, providing insights for optimization.
Licenses:
- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: Journey Flows Overview
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26. Access Public IP Ranges for Third-Party BYOT Integrations
Description: Administrators can retrieve public IP ranges for Genesys Audio Connector and other third-party integrations, aiding secure firewall allowlisting.
Licenses:
- All licenses
Read More: BYOT Integrations
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27. Disable Automatic Hinting in Architect Bot Flows
Description: Flow authors can enable or disable hinting in bot flows for better ASR control, helping to reduce potential biases and improve accuracy.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: Bot Flow Hinting
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28. Simplified Customer Firewall Requirements
Description: Genesys Cloud now uses Amazon CloudFront URLs for content delivery, allowing for simplified firewall allowlists.
Licenses:
- All licenses
Read More: Domains for the firewall allowlist
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29. Active Callback Columns for Performance Views
Description: New Active Callback columns in various performance views improve callback tracking by adding Min, Max, Total, and Avg callback metrics.
Licenses:
- All licenses
Read More: Performance Views
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30. Notification API Voice Transcription Number Normalcy for Portuguese and Spanish
Description: Developers using the Notification API for voice transcription can now see normalized numbers in Portuguese and Spanish transcripts.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX
Read More: Notification API
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31. Agent Copilot Support for Dutch, French, German, Japanese, and Spanish
Description: Agent Copilot supports additional languages, including Dutch, French, German, Japanese, and Spanish, for advanced summarization and wrap-up prediction.
Licenses:
- Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: Agent Copilot Language Support
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32. Multi Contextual Panels
Description: Agents can display multiple contextual panels simultaneously, providing greater efficiency by reducing clicks and enabling focus on customer interactions.
Licenses:
- All licenses
Read More: Contextual Panels Overview
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33. Introducing Genesys Cloud Virtual Agent
Description: Genesys Cloud Virtual Agent adds LLM and generative AI capabilities, including NLU model creation, interaction summaries, and wrap-up code suggestions.
Licenses:
- Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, AI Experience
Read More: Genesys Virtual Agent
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34. Drag and Drop in Architect Builders
Description: Flow authors can now use drag-and-drop to reorder elements in Architect builders, enhancing visual organization and simplifying flow configuration.
Licenses:
- All licenses
Read More: Architect Builder Overview
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35. Content-Based Search for Knowledge Articles
Description: Knowledge authors can enable content-based search within knowledge articles, allowing more accurate search results for longer or third-party articles.
Licenses:
- Genesys Cloud 2, 2 Digital, 3 Digital, AI Experience
Read More: Content Search
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36. Workforce Management Read-Only Continuous Forecasting
Description: Continuous Forecast generates updated data nightly using the AI Best Method, enhancing forecast accuracy and real-time insights.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
Read More: Continuous Forecasting
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37. Configurable Time-to-Live (TTL) for Auto-Generated Recording URLs
Description: Administrators can set the TTL duration for recording URLs up to 60 minutes, improving alignment with organizational data security policies.
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, AI Experience, EX
Read More: Recording Management
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38. 2024 Genesys CIDR Expansion and Firewall Requirements Notification (December Update)
Description: To support future regional growth, Genesys will expand its CIDR IP range on December 7, 2024, by adding an additional /18 CIDR block for public-facing media services. Administrators should update firewall settings to accommodate the new IP range (136.245.64.0/18) and RTP port expansion. The Force TURN IP addresses will also move to this new CIDR block.
Licenses:
- All licenses
Read More: 2024 Genesys CIDR Expansion – Commercial