New Features — November 2024
Top Features
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Enhanced Interaction Visibility in Agent Status Widget
Description: Supervisors can now see all agent-handled interactions with duration insights, enabling real-time performance monitoring and guidance.
Licenses:
- All licenses
Read More: Performance Dashboards
All Other New Features
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1. Agent Copilot Summarization Model Improvement
Description: Enhances summarization accuracy for outbound engagements and improves currency recognition, enabling agents to better handle financial interactions and create clearer summaries.
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
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2. Introducing Architect Workitem Flows
Description: Administrators can now define and manage workitem flows in Architect, streamlining operations and automating tasks like priority adjustments and workitem transfers.
Licenses:
- Work Automation Add-on
Read More: Workitem Flows in Architect
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3. Expanded Customer Identification with Non-E.164 Numbers
Description: Enables agents to recognize customers using non-E.164 phone numbers, enhancing identification across diverse numbering formats.
Licenses:
- Genesys Cloud 1, 2, 2 Digital, 3, 3 Digital
Read More: Web Sessions and External Contacts
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4. Sentiment and Agent Empathy Analysis for Swiss German
Description: Sentiment and empathy analysis now includes support for German Switzerland (de-CH), expanding analytics capabilities for multilingual organizations.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3
Read More: Genesys Cloud supported languages
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5. Additional Conversation Events in Operational Console
Description: Adds new conversation event types (Too Many Events, Too Many Communications, Too Many Segments) to improve early detection of potentially toxic conversations.
Licenses:
- All licenses
Read More: Troubleshoot using the Genesys Cloud Operational Console, Event Catalog
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6. Agent Copilot Extended Language Support
Description: Agent Copilot now supports knowledge surfacing and AI-generated answers in Dutch, French, German, Japanese, Portuguese, and Spanish.
Licenses:
- Genesys Cloud 1, 2, 2 Digital, 3, 3 Digital, AI Experience
Read More: Genesys Cloud supported languages
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7. Architect Toolbox Search Option
Description: Adds a search box to Architect’s toolbox for faster action location, reducing navigation time for flow authors.
Licenses:
- All licenses
Read More: Architect Toolbox Overview
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8. Deprecation: Nuance Recognizer, TTS, and Mix Dialog Bot
Description: Support for Nuance Recognizer, TTS, and Mix Dialog Bot has been extended to May 31, 2027, from the original October 7, 2024 deadline.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: Nuance Deprecation Notice
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9. Genesys Cloud Self-Certifies for EU-U.S. Data Privacy Framework
Description: Genesys Cloud is now certified under the EU-U.S. Data Privacy Framework, ensuring compliance with EU, UK, and Swiss data transfer standards.
Licenses:
- All licenses
Read More: Supported Security Standards
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10. Enable UUI Retrieval from Outbound Call Responses
Description: Supports User-to-User Information (UUI) data retrieval for outbound calls, allowing for enhanced integrations with third-party systems.
Licenses:
- All licenses
Read More: User-to-User Information Settings
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11. Journey Management Filter and Display Options
Description: Adds filters for wrap-up, agent, and bot names in Journey Analyzer, improving data clarity and usability during analysis.
Licenses:
- Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: Journey Management Visualization
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12. Improved Agent Messaging Interface
Description: Updates to the messaging interface include a redesigned thread view, dedicated send button, character counter, and message grouping, enhancing usability.
Licenses:
- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: Accept and respond to a message interaction, Accept and respond to an SMS message interaction, Send an emoji in a message interaction
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13. Keyboard Support for DTMF Input in Embedded Framework
Description: Agents can now use their keyboard to input DTMF codes during voice calls in embedded clients, improving efficiency and accessibility.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: Call Controls
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14. Deprecation: Supervisor App for iPad
Description: Support for the Genesys Cloud Supervisor iPad app was discontinued on November 11, 2024. The new Insights app is recommended for real-time team monitoring.
Licenses:
- All licenses
Read More: Deprecation: Genesys Cloud Supervisor app for iPad
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15. Quick Replies, Cards, and Carousels for Open Messaging
Description: Adds quick replies, cards, and carousels to bot conversations, enhancing customer interactions with structured responses and dynamic content.
Licenses:
- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: Work with quick replies in bot conversations, Work with cards in bot conversations, Work with carousels in bot conversations
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16. Automatically Pause Co-Browse Session for Sensitive Pages
Description: Enables co-browse sessions to automatically pause when customers navigate to pre-configured sensitive pages, enhancing privacy.
Licenses:
- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More:Configure messenger, Co-browse for messenger overview, How does Co-browse pausing work?
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17. Real-Time WhatsApp Message Status Tracking
Description: Agents can view real-time delivery and read statuses for WhatsApp messages in the Interaction Details view, improving engagement insights.
Licenses:
- Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital
Read More: Agents Interactions Detail view, Interactions view, My Interactions view
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18. External Contacts External ID Support
Description: External Contacts now includes support for external IDs, allowing organizations to link external systems with Genesys Cloud contacts for improved integration and consistency.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: Overview of external IDs, Working with external sources
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19. Workitems List View Filter and Sort Support
Description: Administrators and supervisors can now filter and sort the Workitems List View by multiple parameters, enabling faster navigation and improved task management.
Licenses:
- Work Automation Add-on
Read More: Workitems List View
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20. Enhanced Bulk Import for External Contacts
Description: External Contacts now supports enhanced bulk import functionality, including validation feedback and error notifications to streamline large-scale contact imports.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: Bulk Import for External Contacts
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21. Automatic Missed Call Notifications for Mobile Communicate Users
Description: Genesys Cloud mobile Communicate users will now receive automatic missed call notifications, helping them stay updated on important interactions and follow up promptly.
Licenses:
- Communicate
Read More: FAQs: Communicate for iOS, FAQs: Communicate for Android
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22. GCBA Proxy Server Support
Description: Genesys Cloud Background Assistant (GCBA) now includes proxy server support, allowing organizations to route background assistant traffic securely through a proxy server.
Licenses:
- Genesys Cloud 1, 2, 3
Read More: Deploy Genesys Cloud Background Assistant (GCBA), Does GCBA support the use of a proxy server?, How does GCBA integration with an HTTP proxy server work?
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23. Enhanced Date Format Display for Workforce Management Agents
Description: Workforce management modules now display enhanced date formats, aligning with regional preferences to improve usability for agents and supervisors in different time zones.
Licenses:
- Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX
Read More: Change web app preferences, Change Windows desktop app preferences, Change Mac desktop app preferences