Exploring the Latest Updates and Features in Genesys Cloud CX
MAY 2023
This month, the focus has been on three key areas: performance metric visualisation, real-time alerting, and improved platform usability.
These updates are designed to empower your teams with better insights, quicker responses, and an overall smoother experience. Let’s dive into the details!
Account management
View all groups permission
Administrators can now use the new directory > privateGroup > view permission to allow users to see all groups, regardless of visibility rules. To enable a user to view all groups, administrators must add this permission to the user’s role. This feature simplifies group management for administrators and offers a comprehensive view of all groups within the system.
Licensing: All licenses include this feature.
Further Information: Search the directory, and Create a group.
Customer engagement
Canned Responses user interface enhancements
The refreshed Canned Responses user interface now offers updates to the flow, style, and user controls. These enhancements do not affect existing functionality.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Create and manage libraries, Create a canned response library, and Create responses.
View and edit imported data vie the user interface in the Contact List editor
Outbound administrators can now use the contact list editor within the Genesys Cloud CX user interface to view imported contact lists. Administrators can also create, edit, and delete individual and bulk contacts. This feature makes available functionality within the Contact List editor and enables customers to validate pre-existing filters, create ad hoc filters, and validate the number of records available once the filter is applied. Also, administrators can designate records as callable or uncallable within this feature, which provides the dynamic capability to make records available or unavailable during an active campaign.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Edit contacts in a contact list.
Dynamic outcome targeting in Predictive Engagement action maps
Administrators can now use a new outcome threshold solution in Predictive Engagement action maps to improve the definition of the target audience associated with an outcome. By employing percentiles to adjust the target audience, this solution enables more accurate and reliable engagement volumes.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Define an action map’s triggers.
Auto-answer functionality for agents in preview campaigns
Administrators can now enable auto-answer functionality for agents in a Preview campaign to improve efficiency.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Create a preview campaign
Dynamic edge resource utilisation for automated outbound dialing
Administrators can now set a weight value on an outbound voice campaign. This weight determines the allocation of more or fewer dialing lines and is based on its value compared with other campaigns using the same Edge resources.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Create a power dialing campaign, Campaigns dashboard, and Outbound campaign details view.
File attachments via supported content profile
Agents and users can now send any file type that is supported by Messenger configuration’s supported content profile definition. Some file formats (image, audio, video, and pdf) are also displayed inline within Messenger.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.
Further Information: Deploy Messenger, Configure Messenger, and Web messaging and supported content profile.
Queue segmentation of canned responses
Administrators can now assign canned response libraries to queues and limit the number of responses that appear on the interaction panel. During an interaction, agents can only view responses from libraries that belong to the queue to which they are logged on. This feature enables agents to quickly sort through canned responses, especially when the repository is large.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.
Further Information: Create and configure queues, Create and manage libraries, and Use canned responses in an email message.
Re-use SMTP connections in outbound email
Administrators can now reuse existing connections to SMTP servers to send outbound email. This feature reduces rate limits on the customer side and avoids failures.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.
Further Information: Configure and activate the custom SMTP server integration.
Data, analytics and reporting
Introducing Architect Journey Flows for bot and digital bot flows
Flow authors can now use the new Journey Flows tab in Architect to visualise the customer journey within a flow and enhance their understanding of flow milestones and outcomes so that they can improve bot containment rates. This feature enables flow authors, administrators, and contact centre managers to gain insights into customer interaction paths and identify crucial moments in the customer journey that require attention.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Journey Flows overview.
Analytics API enhanced capabilities
Genesys Cloud CX now dynamically monitors activity for conversations, flows, routing, work teams, and users via the new /api/v2/analytics/*/activity/query endpoints. This feature enhances capabilities within the backend API components. A future release will include UI enhancements that use these endpoints.
Licensing: All licenses include this feature.
Real time alerts for out of adherence status
Supervisors and agents can now create alerts for employee engagement metrics. This feature provides the ability to generate alerts when agents exceed out-of-adherence status duration thresholds. Previously, supervisors and agents could only create alerts for conversation metrics and presence metrics.
Licensing: All licenses include this feature.
Further Information: Create an alert rule, and Real time agent, queue, presence, and employee engagement metrics.
Analytics views column picker improvements
The new Analytics views column picker enables administrators, supervisors, and agents to order or reorder columns and group them by categories. This enhancement provides a more user-friendly experience and better accessibility. Previously, users could not group by categories when sorting or reordering columns.
Licensing: All licenses include this feature.
Further Information: Agent topics summary view, Agent Development Summary view, and Genesys Community Post on Performance Views Column Picker.
Improved interval granularity for ad-hoc exports
Contact centre managers and supervisors can now select various interval lengths for a selected time period during ad-hoc exports. This feature enhances control over exported data and offers more granular insight for larger time periods.
Licensing: All licenses include this feature.
Further Information: Export view data.
Edit and rerun scheduled exports
Administrators and supervisors can now attempt export retries directly from the inbox panel and also leverage enhanced schedule export capabilities. These new features allow administrators and supervisors to add static links; edit the schedule run times; and start off-schedule, ad hoc export runs for improved flexibility and control.
Licensing: All licenses include this feature.
Further Information: Scheduled Exports view, and Export view data.
Export panel enhancements
Genesys Cloud CX enhanced the general usability of the export panel to increase customer engagement, retention, workspace adoption, and customer satisfaction. This feature enables administrators and supervisors to format export duration columns using seconds or H:M:S as one of the time values. Previously, administrators and supervisors could only use HH:MM:SS or milliseconds to format the duration columns.
Licensing: All licenses include this feature.
Further Information: Export view data.
United Kingdom Genesys Cloud CX SMS users
Beginning May 27, 2024, organizations must register newly purchased numbers before they can send outbound messages. In Genesys Cloud CX, new numbers display in pending status. After purchasing the numbers, administrators must send a request to Genesyscloudsms@genesys.com, receive and complete the registration form, and then return the registration form to Genesyscloudsms@genesys.com. Genesys in turn submits the information to the wireless carrier for approval. When the carrier approves the number, Genesys activates it for the organisation to use.
Licensing: All licenses include this feature.
Further Information: Required regulatory documentation for SMS long code number purchase.
Interaction categories for interaction analysis
Administrators can now use categories to detect agent and customer behaviour based on what either participant says or types during certain portions and sequences of an interaction. This feature enables administrators and supervisors to gain more insight into the nature of conversations between customers and agents.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.
Further Information: About interaction categories, Understand interaction categories, and Work with an interaction category.
Employee productivity
Genesys Agent Assist summarisation Spanish support (preview)
Genesys Agent Assist summarisation is now available in preview for Spain Spanish (es-ES) and United States Spanish (en-ES).
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.
Further Information: Genesys Cloud CX supported languages.
Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support
Genesys Tempo support is now available for Chinese Simplified Mandarin (zh-CN), Czech (cs), Danish (da), Portuguese Portugal (pt-PT), Russian (ru), Turkish (tr), and Ukrainian (uk).
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Genesys Cloud CX supported languages.
Self-service and automation
Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist.
Genesys Cloud CX now supports UAE Arabic (ar-AE) for Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, intent miner, and Agent Assist.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Genesys Cloud CX supported languages.
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support is now available for Chinese (Simplified/Mandarin) (zh-CN), Korean Korea (ko-KR), and Polish Poland (pl-PL).
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Genesys Cloud CX supported languages.
Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
Knowledge workbench is now available for Catalan Spain (ca-ES), Danish Dutch (da-DK), Finnish Finland (fi-FI), Norwegian Norway (nb-NO), Swedish Sweden (sv-SE), and Turkish (tr-TR).
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX AI Experience.
Further Information: Genesys Cloud CX supported languages.
Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist language support is now available for Chinese (Traditional/Cantonese) (zh-HK).
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Genesys Cloud CX supported languages.
BYOC Cloud TLS X.509 certificates
On August 21, 2024, Genesys will renew the BYOC Cloud TLS X.509 certificates. Organisations that use a secure TLS trunk with BYOC Cloud do not need to take action if the DigiCert Global Root G2 (apne3, euc2, mec1) or DigiCert High Assurance EV Root CA (all other regions) were previously accepted. Administrators can confirm renewal via the procedure in TLS trunk transport protocol specification.
Licensing: All licenses include this feature.
Further Information: TLS trunk transport protocol specification.
Architect data tables user interface updates
Genesys Cloud CX updated the Architect data tables in the user interface views to provide a more visually intuitive experience. The existing functionality remains unchanged.
Licensing: All licenses include this feature.
Further Information: Work with data tables.
Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard
Genesys implemented a new event, nKnowledgeDocumentViewed, to more accurately represent the top knowledge articles that customers view across all knowledge touchpoints. Previously, the event that drove top viewed articles was based on nKnowledgeDocumentSurfaced, which related to the search hits.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX AI Experience.
Further Information: Knowledge Optimizer dashboard.
Workforce engagement
Manage Active Screen Recordings
Administrators can now access the count of active screen recordings directly within the Recording Management UI, which replaces the Manage Active Recordings UI. This enhancement aims to streamline the interface, reduce clutter, and enhance system scalability.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Manage recordings, and Deprecation: Active screen recordings UI.
Insights visual charting for supervisors
Supervisors can now use additional charting features in the Insights view. These features facilitate an effortless visual comparison between the performance of a chosen group of agents and the performance of all agents in a gamification profile. Also, Genesys substituted the arrows in the Insights table, previously used for horizontal navigation, with a horizontal scrollbar.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Further Information: Agent activity insights.
Supervisor WEM dashboard
Supervisors can now access a single, centralised, and prioritized view of the information needed to better manage their team and employees. This feature helps supervisors understand where their attention is needed most and then take relevant actions directly via widgets. Supervisors can also navigate to individual feature screens via embedded links for in-depth administration. The first set of widgets include Adherence, Coaching and Learning, and Gamification Performance.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Further Information: Supervisor activity overview.
Deprecations and announcements
Deprecation: Adobe data actions integration removal
On May 15, 2024, Genesys will remove the Adobe data actions integration from Genesys Cloud CX and will also remove the integration’s supported documentation from the Resource Centre. Organisations must transition to web services integration, reconfigure data actions via the web services data action, and use the transitioned data actions in Architect flows and scripts.
Further Information: Deprecation: Removal of Adobe data actions integration.
Deprecation: BYOC Premises Edge Remote Survivability
On November 27, 2024, Genesys will no longer support the BYOC Premises Edge Remote Survivability feature. Genesys is ending support because if a BYOC Premises Edge loses an internet connection, consumption of cached IVR flows and the ability to route ACD calls to active agents will no longer be supported. Also, all AI features that require real-time media processing will no longer be available.
Licensing: All licenses include this feature.
Further Information: Deprecation: BYOC Premises Edge Remote Survivability.
Deprecation: Active screen recordings UI
On March 27, 2024, Genesys will remove the Manage active screen recordings UI and replace it with a count of active screen recordings on the Recording Management UI. Along with the removal, the corresponding APIs will also be deprecated and will not support new features in the future.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Deprecation: Active screen recordings UI.
