New Features — September 2024

Description: Agents can now park ongoing email interactions to gather more information without impacting their availability for other tasks. Supervisors can monitor and reassign parked emails.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read More: About ACD emails, Work with email interactions, Interactions view, Customer engagement cross channel

Description: Administrators can now monitor and manage counted limits in the Operational Console, receiving alerts when thresholds are approached. This ensures efficient resource use and prevents breaches.

Licenses:

• All licenses include this feature.

Read More: Event Catalog, Limit Event, Account management platform support tools

Description: WebRTC Media Helper is now automatically included in the Allowed IP Addresses list, providing secure, high-quality audio in VDI environments with no additional configuration required.

Licenses:

• All licenses include this feature.

Read More: WebRTC Media Helper overview, Allow IP addresses, Account management identity and access management

Description: Administrators can now create and apply custom data filters to inbound digital interactions to identify and redact sensitive information, ensuring PII is protected.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read More: Overview of digital data filtering rules, Create a data filter, Manage data filters, Account management data privacy and security

Description: Genesys Cloud prerequisites now appear in an expandable section, improving the user experience by providing quick access to the main content.

Licenses:

• All licenses include this feature.

Read More: Customer engagement, Knowledge management

Description: Administrators can access dashboards owned by any user within the organization and manage or delete obsolete dashboards, streamlining dashboard administration.

Licenses:

• All licenses include this feature.

Read More: Performance dashboard owners, Add and edit Performance Dashboards, Performance Dashboards overview, Data, analytics, and reporting analytics and reporting

Description: Administrators can now request an increase in the number of quality management topics, expanding the limit to 5000 topics. This is particularly useful for organizations managing multilingual topics.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital

Read More: Work with a topic, Work with a program, Data, analytics, and reporting speech and text analytics

Description: Journey managers can use funnel analysis to track customer progress through different stages and visualize conversion rates, identifying areas for improvement.

Licenses:

• Genesys Cloud 1, 2, 2 Digital, 3, 3 Digital

Read More: Journey Management overview, Data, analytics, and reporting journey management

Description: Genesys Cloud now supports a 15-minute inactivity timeout for Salesforce integrations to meet HIPAA compliance and secure sensitive information.

Licenses:

• Genesys Cloud 1, 2, 3

Read More: Inactivity timeout and HIPAA compliance for CX Cloud from Genesys and Salesforce, HIPAA Compliance, Open platform crm integrations

Description: Genesys Cloud Voice now supports STIR/SHAKEN compliance, ensuring that outbound calls receive the appropriate attestation level to reduce the likelihood of calls being marked as spam.

Licenses:

• All licenses include this feature.

Read More: Genesys Cloud support of the STIR/SHAKEN mandate, Self service and automation voice

Description: The user interface for screen recording playback has been updated with modernized icons that adjust based on screen size, enhancing usability.

Licenses:

• Genesys Cloud 1, 2, 3

Read More: Modify a screen recording’s archive or delete the date, Workforce engagement interaction and screen recording

Description: Genesys Cloud now provides improved sentiment and empathy analysis for various English dialects, enhancing customer interaction analysis.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX

Read More: Genesys Cloud supported languages, Workforce engagement speech and text analytics

Description: To ensure business continuity, Genesys will migrate an additional /18 CIDR block for public-facing media services in October 2024. Organizations must update their firewall configurations.

Licenses:

• All licenses include this feature.

Read More: 2024 Genesys CIDR Expansion – Commercial, Customer engagement multi region and multi organization

Description: Messenger sessions now persist across subdomains within the same domain, allowing uninterrupted conversations as customers navigate between different sections of a website.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read More: Configure Messenger, What is Messenger Session Persistence and how does it work?, Does Co-browse support cross-domain and cross-subdomain browsing?, Customer engagement web, mobile messaging, and messenger apps

Description: Administrators can now integrate embeddable UIs for asynchronous messaging directly into native mobile apps, allowing for conversation auto-start, file sharing, and more.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read More: About web messaging, Messenger Mobile SDK development page, Customer engagement web, mobile messaging, and messenger apps

Description: Administrators can now search and paginate through the queue activation panel in agent detail views, improving accessibility for large queue lists.

Licenses:

• All licenses include this feature.

Read More: Agents Performance Detail view, Email Agent Performance Detail view, Message Agent Performance Detail view, Data, analytics, and reporting quality management

Description: Hindi voice transcription services are now available in Genesys Cloud. This service allows for transcription of voice interactions and is available at an additional cost.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3

Read More: Genesys Cloud supported languages, Configure voice transcription, Data, analytics, and reporting speech and text analytics

Description: Knowledge authors can now connect Salesforce and ServiceNow content directly into the Genesys Cloud knowledge base, allowing for streamlined knowledge management.

Licenses:

• Genesys Cloud 2, 2 Digital, 3, 3 Digital, AI Experience

Read More: Built-in connectors for knowledge articles, Add a third-party knowledge base integration provider, Add a third-party knowledge base to the knowledge workbench, Self service and automation knowledge management

Description: Agents can now view AI-generated answers at the top of search results in Agent Copilot, improving the speed and accuracy of customer responses.

Licenses:

• Genesys Cloud 2, 2 Digital, 3, 3 Digital, AI Experience

Read More: Work with Genesys Agent Copilot, Self service and automation knowledge management

Description: Agents and supervisors can now filter workitems using up to 10 external tags, improving the ability to locate and manage tasks more efficiently.

Licenses:

• Work Automation Add-on

Read More: Work with List View, Task Management, Customer engagement work automation

Description: Agents can now directly access detailed interaction information from the Customer Journey tab for better insight into past interactions.

Licenses:

• Genesys Cloud 1, 2, 2 Digital, 3, 3 Digital

Read More: Navigate to the interaction details view from the customer journey tab, Customer engagement external contact management

Description: Web messaging is now supported in the Zurich region, reducing latency and improving performance for organizations in that area.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read More: AWS regions for Genesys Cloud web messaging, Customer engagement web, mobile messaging, and messenger apps

Description: Analytics views now feature live data indicators, helping supervisors determine when data has been refreshed, improving performance monitoring.

Licenses:

• All licenses include this feature.

Read More: Performance Dashboards overview, Queues Activity Summary view, Agents Performance Summary view, Data, analytics, and reporting analytics and reporting

Description: Administrators can now view and filter acoustic metrics such as talk time, silence, and overtalk in topic trends, queue, and agent views, improving communication analysis.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital

Read More: Agent topics summary view, Queue topics summary view, Flow topics summary view, Data, analytics, and reporting speech and text analytics

Description: Administrators can now grant or remove access to Agent Assistance by configuring new permissions, improving control over agent access.

Licenses:

• Communicate

Read More: Can I disable Agent Assistance in Collaborate chat?, Employee productivity unified communication and collaboration

Description: Genesys Cloud now supports the DL360 G11 server for CHS Large devices running Amazon Linux 2023 OS, providing improved deployment options for organizations.

Licenses:

• All licenses include this feature.

Read More: Bill of materials for the Customer Hardware Solution – Large Open platform third-party device management

Description: Workforce management scheduling now supports per-minute precision, providing greater flexibility in aligning with contracted hours and improving HR system synchronization.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX

Read More: About workforce management, Per minute granularity overview, Agent activity overview, Workforce engagement scheduling

Description: Administrators can now configure a customer-first callback option, where the system contacts the customer first before routing the call to an agent, reducing wait times.

Licenses:

• All licenses include this feature.

Read More: Customer first callbacks overview, Create and configure queues, Customer engagement callbacks

Description: Agents and bots can now request step-up authentication during web messaging sessions, ensuring secure transitions from unauthenticated to authenticated states.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read More: Configure Messenger, Customer engagement web, mobile messaging, and messenger apps

Description: Sensitive data masking is now available for voice interactions in Dutch, German, Swiss German, Portuguese, and Spanish, improving privacy protections.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3

Read More: Genesys Cloud supported languages, Data, analytics, and reporting speech and text analytics

Description: Genesys Cloud now supports Poly/HP Edge E Series SIP phones as managed devices, allowing for seamless integration with the latest generation of IP-based phones.

Licenses:

• All licenses include this feature.

Read More: Managed phones: models and feature matrix, Find your phone’s configuration settings, Configuring a premises SIP phone trunk for a Poly E Series phone, Employee productivity unified communication and collaboration

Description: Knowledge authors can now resize images and tables within the Knowledge Workbench, providing more flexibility in content creation and management.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, AI Experience

Read More: Format a knowledge base V2 question and answer article, Channel, bot, and touchpoint capabilities feature comparison, Self service and automation knowledge management

Description: Agent settings, such as queue preferences, are now stored on the server side for embedded clients, ensuring preferences persist across sessions.

Licenses:

• Genesys Cloud 1, 2, 3

Read More: Do agent settings in the embedded clients remain after the browser cache is cleared?, Employee productivity third-party desktop (embeddable framework)

Description: Genesys has enhanced the dashboards for Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights with improved filtering options, date and time selections, and a more intuitive design using templatized card layouts. These updates provide a consistent and user-friendly experience across the analytics workspace.

Licenses:

• All licenses include this feature.

Read More: Data, analytics, and reporting 

Description: Administrators can now trigger workflows based on presence events from UC platforms like Microsoft Teams and Zoom, improving automation flexibility.

Licenses:

• Genesys Cloud 1, 2, 3, Collaborate

Read More: Overview of triggers, Triggers Overview, Employee productivity unified communication and collaboration

Description: Developers can now create custom panels for work items, providing more tailored content and tools to meet specific operational needs.

Licenses:

• Work Automation Add-on

Read More: Specify default panels for agent interactions, Customer engagement work automation

Description: Dashboards now feature an enhanced responsive layout with auto-scaling widgets, improving access to performance insights on various screen sizes.

Licenses:

• All licenses include this feature.

Read More: Add and edit Performance Dashboards, Performance dashboard owners, Data, analytics, and reporting analytics and reporting

Description: Users can now suppress profile notifications and toggle hardware notifications on or off, reducing interruptions and improving customization.

Licenses:

• All licenses include this feature.

Read More: Change Mac desktop app preferences, Change Windows desktop app preferences, Change web app preferences, Employee productivity unified communication and collaboration

Description: Administrators can now trigger workflows when Collaborate chat messages are created, updated, or deleted, allowing automation based on chat activity.

Licenses:

• Genesys Cloud 1, 2, 3, Collaborate

Read More: Overview of triggers, Collaborate Chat Overview, Employee productivity unified communication and collaboration

Description: Genesys Cloud Services India Pvt. Ltd. has obtained a Unified License for Virtual Network Operators, streamlining the sales process for contact center solutions in India.

Licenses:

• All licenses include this feature.

Read More: Genesys Cloud deployment considerations for India, Account management platform

Description: Developers can now enable a notification topic for failed outbound message deliveries, improving customer engagement by initiating fallback notifications.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read More: About web messaging, Customer engagement, web, mobile messaging, and messenger apps

Description: Administrators can now enable Genesys Agent Assist and Agent Copilot to surface knowledge in outbound interactions and provide next-best action suggestions. This helps agents make more informed decisions, improves productivity, and reduces handle time, leading to better customer experiences.

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: Genesys Agent Assist availability in Genesys Cloud licenses, Genesys Cloud supported languages, Employee productivity, agent copilot

Description: Genesys Cloud has updated the Voice Number Management page, improving the appearance of form controls and tables, and renaming the “Orders” tab to “Port Requests”. These improvements enhance usability without affecting existing functionality.

Licenses:

• All licenses include this feature.

Read More: Purchase DID Numbers Purchase Toll-Free numbers, Port Toll-Free numbers Port DID numbers, Port Toll-Free numbers in bulk Port DID numbers in bulk, Open platform, genesys cloud voice

Description: In October 2024, Genesys will migrate an additional /18 CIDR block for public-facing media services, and firewall updates will be required. This update ensures support for regional growth and includes an expansion of the RTP port range.

Licenses:

• All licenses include this feature.

Read More: 2024 Genesys CIDR Expansion – Commercia, Customer engagement