New Features — December 2024
Top Features
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Preview Active and Parked Emails in Queue
Description: Supervisors can now preview email content for active and parked emails in queue, enabling informed assignment decisions and faster response times.
Licenses:
- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: Agents Interactions Detail view, Interactions view, Queue Activity Detail view
All Other New Features
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1. Audit Viewer Granular Detail of Role Changes
Description: Audit Viewer now provides detailed role change insights, tracking permissions added or removed by administrators or system changes made during backfill processes. This enhancement improves traceability for role modifications.
Licenses:
- All licenses
Read More: About the Audit Viewer
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2. Authenticated Messaging for Mobile Messenger
Description: Administrators can now enable authenticated messaging for Mobile Messenger, enhancing security and providing a seamless cross-platform experience for users across web and mobile.
Licenses:
- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: Mobile Messenger Feature Comparison Matrix
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3. Additional Speech-to-Text (STT) Options for Architect Bot Flows
Description: Architect bot flow authors can now select from a range of supported STT engines for voice bot flows, ensuring flexibility and optimized speech recognition.
Licenses:
- Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: STT Engines Overview
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4. View Mobile Journey Tracking for Enhanced Agent Insights
Description: Agents can now view a customer’s mobile app journey, including navigation paths and activity, within the Journey panel on the agent desktop. This insight improves personalized assistance and resolution times.
Licenses:
- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: View content offers, Visit journey map (admin view), View current and historical activity in interaction journey cards
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5. Web Messaging Support for Hungarian, Ukrainian, and Vietnamese
Description: Genesys Cloud Messenger now supports Hungarian, Ukrainian, and Vietnamese, enhancing multilingual customer engagement.
Licenses:
- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: Genesys Cloud supported languages, About web messaging
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6. Collaborate Chat Hyperlink Capability
Description: Collaborate users can now add hyperlinks to chat messages, improving information sharing and enabling easier access to shared resources.
Licenses:
- Collaborate
Read More: Format text in chats, Send a chat message
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7. Outbound Campaign Management in CX Cloud
Description: Administrators can now manage Genesys Cloud outbound dialing campaigns directly within Salesforce, streamlining setup and aligning strategies across platforms.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: About Campaign Management in CX Cloud from Genesys and Salesforce
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8. Capture Slot Values via LLMs with Genesys Virtual Agent
Description: Virtual agents can now capture slot values more conversationally using advanced NLU techniques, simplifying complex interactions and improving user experience.
Licenses:
- Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, AI Experience
Read More: Use AI Powered slot types in a bot flow, Virtual Agent slot authoring recommendations and limitations, Free form slot capture examples
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9. Generative Knowledge Article Answers with Genesys Virtual Agent
Description: Virtual agents can now use AI to generate contextual answers based on knowledge articles, improving accuracy and customer satisfaction.
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
Read More: Knowledge base answer generation best practices, Prompt injection use cases, Region availability
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10. Workforce Management Activity Smoothing and Schedule Variability
Description: Workforce management administrators can now smooth activities or increase schedule randomness to achieve consistent service goals or varied shift combinations.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3
Read More: Add a business unit, Generate a schedule from a forecast, Initiate an intraday reschedule
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11. Control Scripts Access Based on Division Membership
Description: Scripts can now be associated with divisions, allowing administrators to control access for viewing or editing scripts based on division membership.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: About access control, Change division for scripts, Delete a script template from the templates page
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12. Native Voice Transcription Support for Swiss German
Description: Native transcription is now available for the Swiss German dialect, enhancing transcription capabilities for multilingual organizations.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX
Read More: Genesys Cloud supported languages
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13. Improved Native Voice Transcription Accuracy for Spanish
Description: Spanish dialects (es-ES and es-US) now feature improved transcription accuracy for enhanced communication analytics.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX
Read More: Genesys Cloud supported languages
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14. Voicemail Push Notifications in Communicate Mobile App
Description: Push notifications for voicemail delivery are now available in the Genesys Cloud Communicate mobile app, keeping users informed on the go.
Licenses:
- Communicate
Read More: FAQs: Communicate for iOS, FAQs: Communicate for Android
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15. CX Cloud Language Localization
Description: CX Cloud now supports localization based on the Salesforce system language, improving accessibility and usability in multilingual regions.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: Language support in CX Cloud
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16. Supporting Links for Operational Event Details
Description: Administrators can now access supporting links within the operational console to streamline troubleshooting and access event-specific details.
Licenses:
- All licenses
Read More: Troubleshoot using the Genesys Cloud Operational Console
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17. Track and Optimize Flow Size with Enhanced Insights
Description: Flow authors can use the Flow Size feature to analyze and optimize flow element contributions during the design process, ensuring resource efficiency.
Licenses:
- All licenses
Read More: Architect flow size
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18. Improved Workforce Management Schedule Editor Filter and Sort
Description: Enhanced filter and sort options in the WFM schedule editor allow administrators to refine agent views and manage shifts more effectively.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
Read More: Navigate the schedule editor
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19. Workforce Management Weekly Staffing Requirements with ABM Forecasts
Description: Weekly staffing requirements for up to two years can now be generated using automatic best method (ABM) forecasts, improving capacity planning.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
Read More: Navigate the staffing requirements page, About workforce management
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20. Bulk Workitem Termination
Description: Supervisors can now close multiple workitems simultaneously from the List View, increasing operational efficiency.
Licenses:
- Work Automation Add-on
Read More: Work with List View
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21. Improved Content Search View
Description: Consolidates conversations into a single record in Content Search, with nested subrows for associated transcripts, reducing duplication.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3
Read More: Content Search view
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22. Topic Miner Dutch Language Support
Description: Topic Miner now supports the Dutch (Netherlands) language, allowing organizations to analyze and identify key themes in interactions conducted in Dutch. This enhancement broadens multilingual support for analytics.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3
Read More: Genesys Cloud supported languages
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23. Automatically Generate Utterances in Voice and Digital Bot Flows with Genesys Virtual Agent and Genesys Agent Copilot
Description: Flow authors can now leverage Genesys Virtual Agent and Agent Copilot to automatically generate natural language utterances for voice and digital bot flows. This feature simplifies bot development and improves conversational flow quality by creating lifelike training data.
Licenses:
- Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, AI Experience
Read More: Virtual Agent intent and utterance generation overview, Generate intents and utterances based on a description for Virtual Agent and Copilot, Create a new Genesys Agent Copilot
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24. Knowledge Bases with Content Search Available in Architect Bot Flows and Digital Bot Flows
Description: Knowledge bases with content search functionality are now accessible in Architect bot flows and digital bot flows. This enables bots to use content-based search to provide precise and relevant answers during customer interactions.
Licenses:
- Genesys Cloud 2, 2 Digital, 3, 3 Digital, AI Experience
Read More: Knowledge base content search overview
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25. Division-Based Schedule View
Description: Administrators can now filter schedules by division in the calendar view using a new drop-down menu on the schedules page. This enhancement helps users focus on schedules relevant to specific divisions, improving granularity and efficiency in schedule management. Previously, schedules were not division-specific, limiting targeted visibility.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: Schedule view
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26. Improved Deferred Workload Prediction Algorithm
Description: This enhancement improves the accuracy of short-term deferred workload predictions in workforce management. The updated algorithm better accounts for the timing of when deferred work is performed, leading to more precise workload distribution and alignment with real-world conditions. Workforce management administrators can now plan with greater confidence and reduce inefficiencies in scheduling.
Feature Availability: Postponed to December 16, 2024
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital