New Features — July 2024

• 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

  Read More: Co-browse for Messenger overview, Set up co-browse for Messenger

• 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

  Read More: Genesys Cloud supported languages, About agent empathy analysis, About sentiment analysis

• 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

  Read More: About Genesys Dialog Engine Bot Flows, About Genesys Digital Bot Flows, Genesys Cloud supported languages

• 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.

  Read More: Choose supported languages, Add a supported language to a flow

• 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

  Read More: About voice transcription, Genesys Cloud supported languages

• 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.

  Read More: About work automation, Work automation overview, Set up work automation

• 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

  Read More: About the topic miner, Genesys Cloud supported languages

• 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

  Read More: About direct routing, Set up direct routing, Set up backup options for a direct routing agent

• 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.

  Read More: Troubleshoot using the Genesys Cloud Operational Console, Example of an email from an Operational Console event, About triggers

• 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

  Read More: Navigate the time-off limits page, Set the time-off limit for one or more dates

• 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

  Read More: Agent activity overview, Add a business unit, Shift trades overview

• 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

  Read More: Deprecation: Mobile Messenger SDK for React Native apps, Feature deprecations and announcements

• 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

  Read More: Queue Routing Performance summary view, About views and dashboards

• 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.

  Read More: Create base settings for a generic SIP phone, Create a generic SIP phone

• 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

• 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.

  Read More: Deprecation: Genesys Cloud Supervisor app for iPad

• 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

  Read More: Deprecation: Predictive Engagement support for ACD web chat (version 2)

• 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

  Read More: Send an outbound message on behalf of a queue, Create and configure queues

• 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

  Read More: About voice transcription, Genesys Cloud supported languages

• 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.

  Read More: About views and dashboards, About Performance views overview, Email Agent Performance Summary view

• 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

  Read More: Article touchpoint and segment overview, Add a touchpoint or segment for a knowledge base article

• 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

  Read More: About the knowledge workbench V2, About the knowledge portal, Genesys Cloud supported languages

• 32. Architect Replay Mode

  Description: Flow authors can now use Replay Mode to troubleshoot and replay historical flows.

  Licenses:

  • All licenses include this feature.

  Read More: Use replay mode to troubleshoot an Architect flow, Flow execution history, Historical execution data overview

• 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.

  Read More: Historical flow execution data overview, Flows Instances APIs in the Developer Center, Use replay mode to troubleshoot an Architect flow

• 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

  Read More: About workforce management, Work plans bid overview, Add a new work plan bid

• 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

  Read More: Interactions view, My Interactions view, Agents Interactions Detail view

• 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

  Read More: Use the extension points to customize click-to-dial, Genesys Cloud Developer Center

• 39. Genesys Cloud Voice Phone Number Availability in LATAM

  Description: Genesys Cloud Voice phone numbers are now available in Argentina, Brazil, Mexico, and Colombia for local organizations.

  Licenses:

  • Genesys Cloud 1, 2, 3

  Read More: Genesys Cloud Voice global coverage requirements and restrictions

• 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

  Read More: Genesys Cloud Background Assistant (GCBA) overview

• 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

  Read More: Test external gamification metrics, Configure external metrics for performance scorecards

• 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