New Features — August 2024

• 1. Multiple Messenger Deployment Behavior Update

  Description: Genesys Cloud now links customer sessions to a single messenger deployment, ensuring that contact information is associated with the correct customer journey session.
  Licenses:

  • Genesys Cloud 2, 2 Digital, 3, 3 Digital
  Read More: Configure and deploy Genesys Messenger

• 2. Enhanced WebRTC Media Helper for VDI Users

  Description: The WebRTC Media Helper no longer requires audio I/O devices in virtual desktop infrastructure (VDI) environments, allowing passthrough or emulated devices. This simplifies setup and ensures seamless media handling for users in VDI setups.
  Licenses:

  • All licenses include this feature.
  Read More: WebRTC Media Helper overview

• 3. Extended After Call Work (ACW) Timeout

  Description: Supervisors can now set After Call Work (ACW) timeouts up to 60 minutes. This provides agents with more time for post-call tasks like printing documents or following workflows, enhancing operational efficiency.
  Licenses:

  • Genesys Cloud 1, 2, 3
  Read More: Create and configure queues

• 4. Support for CX Cloud in VDI Environment

  Description: CX Cloud is now supported for use in VDI environments, enabling agents to handle interactions, including voice, through WebRTC Media Helper, ensuring consistent performance for organizations using VDI setups.
  Licenses:

  • Genesys Cloud 1, 2, 3
  Read More: Does CX Cloud from Genesys and Salesforce integration support Virtual Desktop Infrastructure (VDI) configurations?, Use WebRTC Media Helper in a Virtual Desktop Infrastructure (VDI) environment

• 5. Auto-Termination for Closed Workitem Statuses

  Description: Workitems can now be auto-terminated when they reach a specified closed status, reducing manual overhead and ensuring accurate reporting.
  Licenses:

  • Work Automation Add-on
  Read More: Define a worktype, Work with workitems

• 6. Activity Plans for Workforce Management Scheduling

  Description: Administrators can now create activity plans to optimize scheduling for agents. These plans consider factors like service goals and staffing levels, allowing for better alignment with organizational goals.
  Licenses:

  • Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
  Read More: Add a new activity plan, Work with activity plans, Manage activity plans

• 7. Success, Neutral, and Failure Classifications in Wrap-Up Code Mappings

  Description: Right Party Contact (RPC) outcomes can now be categorized as success, neutral, or failure within wrap-up code mappings, reflecting in real-time performance dashboards.
  Licenses:

  • Genesys Cloud 1, 2, 3
  Read More: Set wrap-up code mappings for outbound dialing, Outbound campaign details view

• 8. Improved Summary Row Display in Analytics Performance Views

  Description: The summary row in performance views now only appears when aggregate data is available, providing users with a more accurate representation of their data.
  Licenses:

  • All licenses include this feature.
  Read More: Agents Performance Summary view, Queue Performance Summary view, Campaign Performance Summary view

• 9. Configurable Voicemail Forwarding for Presence States

  Description: Administrators can now configure specific presence states (e.g., Offline, Busy, Away) to automatically forward calls to voicemail, improving workflow efficiency.
  Licenses:

  • All licenses include this feature.
  Read More: Define which presence statuses send a Communicate call to voicemail

• 10. Genesys Agent Copilot Language Support Expansion

  Description: Genesys Agent Copilot now supports additional languages, including Dutch, French, German, Japanese, Portuguese, and Spanish, for features like intent-based next best action and summarization.
  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: Genesys Cloud supported languages

• 11. Skills-Based Dialing in Power and Predictive Campaigns

  Description: Skills-based dialing is now available in Power and Predictive outbound campaigns, ensuring that calls are routed to agents with the necessary skills.
  Licenses:

  • Genesys Cloud 1, 2, 3
  Read More: Create a power dialing campaign, Create a predictive dialing campaign

• 12. Work Automation Performance Views Enhancements

  Description: New metric columns, including Terminated, Answered, and Total Hold, are now available in Workitem Queue and Agent Performance views, providing more insights for supervisors.
  Licenses:

  • Work Automation Add-on.
  Read More: Workitem Performance view, Agent Workitems Performance Summary view, Queue Workitems Performance Summary view

• 13. Granular Campaign Control Permissions

  Description: Administrators can now assign specific permissions for starting, stopping, and recycling campaigns, allowing for more secure management of campaign activities.
  Licenses:

  • Genesys Cloud 1, 2, 3
  Read More: Start or pause a campaign, Recycle a campaign

• 14. Interaction Routing Based on Predictive Scores

  Description: Genesys Cloud can now route interactions based on predictive scores, ensuring that the highest-ranked interaction is assigned to the best-suited agent.
  Licenses:

  • Genesys Cloud 1, 2, 2 Digital, 3, 3 Digital, AI Experience
  Read More: Agent selection process

• 15. Enhanced Architect Flow Control for Recognition Failure and Agent Escalation

  Description: Flow authors can now configure Architect voice and digital bot flows to jump to specific tasks after recognition failures or agent escalations, improving the user experience.
  Licenses:

  • Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, AI Experience
  Read More: Jump to a reusable task in voice and digital bot flows, Set default event handling behavior, Set up user input for a bot flow

• 16. Flexible Text-to-Speech (TTS) Engine Selection in Architect Flows

  Description: Flow authors can now select any voice supported by a native or third-party TTS engine, providing more flexibility in voice communication.
  Licenses:

  • All licenses include this feature.
  Read More: Text-to-speech (TTS) engines overview