Exploring the Latest Updates and Features in Genesys Cloud CX
December 2024
In 2025, we’re preparing for a pivotal change—one that promises to redefine how we help our customers deliver value and shape the future. For this first step into 2025 we take a look back at those features released during December. These features are part of almost 350 new features, services, and capabilities that have been added to the platform during 2024 – a remarkable achievement.
Account management
Audit Viewer granular detail of role changes
Audit Viewer now automatically contains role change details about the permissions that administrators, managers, supervisors, or Genesys adds or removes, including system changes affected by the Genesys backfill process. This enhancement provides additional traceability for role changes and enables administrators to review granular changes about permission additions or removals. This update requires no configuration to enable.
Licensing: All licenses include this feature.
Further Information: About the Audit Viewer.
Control scripts access based on division membership
Administrators and contact centre managers can now associate scripts with divisions and use permissions within division memberships to control access for viewing or editing scripts. The Scripts page features a new Divisions column and the ability to filter and search by divisions. The Script Templates page has a refreshed look and feel. These enhancements optimise script management and grant more precise control over script access.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: About access control, Change division for scripts, and Delete a script template from the templates page.
Customer engagement
2024 Genesys CIDR expansion and firewall requirements notification
Genesys previously announced that, during the week of December 7, 2024, Genesys would migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud CX public-facing media services. Genesys postponed that date to February 1, 2025. These addresses supplement existing regions and cover growth in future regions. The new IP range is 136.245.64.0/18. Additionally, Genesys will expand the RTP port range and move the Force TURN IP addresses to the new Genesys CIDR block.
Licensing: All licenses include this feature.
Further Information: 2024 Genesys CIDR Expansion.
Authenticated messaging enabled for Mobile Messenger
Administrators can now configure authenticated messaging for Mobile Messenger. This feature provides enhanced privacy and security and allows Authenticated app users to access Mobile Messenger and maintain conversations across web and mobile platforms. This feature provides enhanced privacy and security by ensuring a consistent and secure cross-platform experience for customers and preserves the convenience of enabling users to continue their conversations across different channels.
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: Mobile messenger feature comparison matrix.
Additional speech-to-text (STT) options for Architect bot flows
Architect bot flow authors can now select their preferred, supported speech-to-text (STT) engine in voice bot flows. Genesys automatically populates newly supported STT engines in the Architect Supported Languages configuration view. This feature enables the flow author to view and select all available STT engines, and not just the default provider based on the selected language.
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: About speech-to-text (STT) engines.
View Mobile Journey Tracking for enhanced agent insights
Administrators can now enable journey tracking capabilities in mobile applications, allowing agents to view detailed information about a visitor’s mobile session and navigation within the app. When journey tracking is active in a native mobile application on iOS or Android, agents can view a visual representation of the customer’s app journey within the Journey panel on the agent desktop. This feature includes details of app visits and navigation paths, helping agents better understand the customer’s behaviour and needs. With mobile journey tracking, agents gain valuable insights into the customer’s in-app experience, enabling them to provide informed and personalised assistance. This additional context helps improve issue resolution times.
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: View content offers, Visit journey map (admin view), and View current and historical activity in interaction journey cards.
Web messaging Hungarian, Ukrainian, and Vietnamese support
Genesys Cloud CX now supports Hungarian (hk), Ukrainian (uk), and Vietnamese (vi) in the Messenger window.
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: Genesys Cloud CX supported languages, and About web messaging.
Division-based Schedule view
Administrators can now filter schedules by division in the calendar view. A new drop-down menu on the schedules page allows users with appropriate permissions to view and manage schedules specific to a chosen division. This improvement helps administrators focus on schedules relevant to a particular line of business, providing greater granularity and efficiency in campaign management. Previously, schedules appeared without division-specific filtering. By enabling division-based filtering, this feature improves the user experience for organisations with access to multiple divisions.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Schedule view.
Bulk work item termination
Administrators, supervisors, and agents with appropriate permissions can now close multiple workitems simultaneously in the List view. This feature helps improve efficiency by allowing bulk actions instead of managing workitems individually. Existing prerequisites for closing individual workitems still apply to bulk operations.
Licensing: Work Automation Add-on.
Further Information: Work with List View.
Data, Analytics and Reporting
Native voice transcription support for Swiss German
Native voice transcription support is now available for German Switzerland (de-CH).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: Genesys Cloud CX supported languages.
Improved native voice transcription accuracy for Spanish
Genesys Cloud CX improved native voice transcription accuracy for Spanish dialects (es-ES and es-US).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: Genesys Cloud CX supported languages.
Improved Content Search view
Administrators can now view consolidated conversation records in the content search. In the improved content search view, each unique conversation ID now appears as a single record. If multiple transcripts are associated with the same conversation ID, they appear as nested subrows under the main record. This change helps users reduce duplicate entries, making it easier to analyse conversation data at a glance. The improved structure also simplifies reporting and ensures that related transcript details remain organised under the relevant conversation.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Content Search view.
Topic miner Dutch language support
Topic miner is now available in Dutch (nl-NL) dialects. This feature enables administrators and analysts to mine for topics in these dialects across all media types in order to gain insights into emerging topics.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: Genesys Cloud CX support languages.
Employee Productivity
Preview active emails in queue and parked emails
Supervisors can now preview the content of active emails before assigning them to themselves or other agents. This new feature provides clear visibility into email content, helping supervisors to make informed decisions about workload distribution. Email interaction transcripts can be reviewed directly within the following key Performance Workspace views enabling supervisors to assess content complexity and assign emails efficiently, ensuring faster response times and high-quality customer service.
- Queue Activity Detail
- Queue Interaction Detail
- Interactions
- Agent Interaction Detail
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: Agents Interactions Detail view, Interactions view, and Queue Activity Detail view.
Collaborate chat hyperlink ability
Genesys Cloud CX Collaborate now includes the ability to add clickable links within messages. The hyperlink-enabled chat option enables users to improve communication by allowing links to share resources, reference websites, or guide peers to important documents. This feature streamlines information sharing ensuring that teams can access external content effortlessly without the need to copy and paste URLs, and makes collaboration more efficient and effective.
Licensing: Collaborate.
Further Information: Format text in chats, and Send a chat message.
Voicemail push notifications in Communicate mobile app
Administrators can now enable push notifications for the Genesys Cloud CX Communicate mobile app to allow users to receive alerts when a voicemail is delivered to their voicemail box. This feature helps ensure that users stay informed of important voicemail messages, even when away from their desks.
Licensing: Communicate.
Further Information: FAQs: Communicate for iOS, and FAQs: Communicate for Android.
Open Platform
Outbound campaign management support in CX Cloud from Genesys and Salesforce
Administrators can now create, manage, and view Genesys Cloud CX outbound dialling campaigns directly in Salesforce via the new Campaign Management integration in CX Cloud from Genesys and Salesforce. This integration syncs campaign data between Genesys Cloud CX and Salesforce organisations, which simplifies campaign setup and management. Administrators can configure outbound campaigns such as preview, predictive, progressive, power, and agentless campaigns in Salesforce. These campaigns, including their attributes, names, and IDs, automatically sync to Genesys Cloud CX for dialling operations. This feature helps improve workflow efficiency for administrators, streamlines campaign setup, aligns outbound strategies within their existing CRM workflows, and ensures a unified experience across systems. For agents, this integration delivers outbound campaign calls directly within the CX Cloud platform, providing a consistent interface for handling interactions.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: About Campaign Management in CX Cloud from Genesys and Salesforce.
CX Cloud from Genesys and Salesforce language support
The CX Cloud from Genesys and Salesforce now supports localisation to the Salesforce system language. This feature helps agents view Genesys components in their local language, improving usability and enhancing the customer experience in multilingual regions. This update prioritises support for languages read from left-to-right, ensuring that CX Cloud components are accessible and readable in various localized formats as needed by global teams.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Language support in CX Cloud.
Supporting links for operational event details
Administrators can now use supporting links in the operational console to view more details and troubleshoot operational events more efficiently. When available, these links navigate administrators directly to a relevant view within Genesys Cloud CX, providing quick access to information that helps resolve issues. This new feature provides quick access to information that helps resolve issues and streamlines the troubleshooting process, reduces the time to navigate between different areas of the system, and improves overall operational efficiency.
Licensing: All licenses include this feature.
Further Information: Troubleshoot using the Genesys Cloud CX Operational Console.
Self-Service and Automation
Capture slot values via LLMs with Genesys Virtual Agent
Administrators can now enable virtual agents to collect slot data more conversationally using advanced natural language understanding (NLU) techniques powered by large language models (LLMs). This feature allows virtual agents to handle a variety of slot types such as free form, alphanumeric, and numeric; capture slots across multiple conversational turns; and respond to nuanced inputs like customers spelling out their names. This enhancement helps make virtual agents more interactive and closer to human-like conversations. For virtual agent authors, it simplifies the process by requiring them to specify the desired slots while the system manages complex interactions, such as completing partially provided information, handling branching dialogue, and addressing loops.
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, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 3 AI Experience.
Further Information: : Use AI Powered slot types in a bot flow, Virtual Agent slot authoring recommendations and limitations, and Free form slot capture examples
Generative knowledge article answers with Genesys Virtual Agent
Flow authors can now enable virtual agents to provide AI-generated answers based on the article that best matches the customer query. Answer generation combines the capabilities of a language model (LLM) with knowledge bases to retrieve relevant data from a single knowledge article and then use that data to generate contextual, accurate, and dynamic responses. Answer generation improves digital bot responses in dynamic and data-heavy environments and is most beneficial for content that changes dynamically or large amounts of data. This feature ensures that customers receive direct, accurate responses without needing to read through lengthy articles to find the information they need.
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 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Further Information: Knowledge base answer generation best practices, Prompt injection use cases, and Region availability.
Track and optimise flow size with enhanced insights
Flow authors can now use the Flow Size feature to gain detailed insights into how individual flow elements contribute to overall flow size. This feature helps authors proactively manage and optimise their flows during the design process, improving flow organisation and efficiency. The flow size indicator now available from the Insights and Optimization menu, allows flow authors to view how specific components affect flow size, which enables them to identify resource-heavy elements and take timely actions to optimise or redesign their flows. Also, updated flow size percentage ranges provide earlier warnings, helping authors anticipate and address potential size concerns during the creation process.
Licensing: All licenses include this feature.
Further Information: Architect flow size.
Automatically generate utterances in voice and digital bot flows with Genesys Virtual Agent and Genesys Agent Copilot
Genesys Virtual Agent and Genesys Copilot now includes the ability to use large language models (LLMs) and generative AI technology to create utterances. Architect bot flow and digital bot flow authors create intents and descriptions, and Virtual Agent and Agent Copilot generate the utterances for them. This feature alleviates the need for bot authors to create a large number of utterances and saves time and effort required to build and experiment with natural language understanding for the bot.
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, or Genesys Cloud CX AI Experience.
Further Information: Virtual Agent intent and utterance generation overview, Generate intents and utterances based on a description for Virtual Agent and Copilot, and Create a new Genesys Agent Copilot.
Knowledge bases with content search available in Architect bot flows and digital bot flows
Flow authors can now select knowledge bases that include content search when they create Architect bot flows or digital bot flows and enable Virtual Agent. The content search-based knowledge bases appear in the flow’s Natural Language Understanding > Knowledge > Default Knowledge Base list. The bot surfaces knowledge articles that are created with or without content search.
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, or Genesys Cloud CX AI Experience.
Further Information: Knowledge base content search overview.
Workforce Engagement
Workforce management activity smoothing and schedule variability
Workforce management administrators and schedulers can now choose to invoke activity smoothing at the business unit or management unit level, or to aim for consistent service goals that reduce the possibility of agents being scheduled for offline activities at the same time. The Schedule Variability setting enables administrators and schedulers to increase the randomness between schedules and provide more varied shift combinations.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Add a business unit, Generate a schedule from a forecast, and Initiate an intraday reschedule.
Improved workforce management schedule editor agent filter and sort
Administrators can now use enhanced filter and sort options in the workforce management schedule editor to more easily locate and manage agent shifts. Genesys reorganised the filter and sort dialog box into two tabs, Filter and Sort. New filter types allow administrators to refine the agent view by activity code, staffing group, general group, location, and reporting hierarchy. Also, the existing queues filter now supports the selection of multiple criteria. Administrators can now sort agents by the number of constraint violations and also define both a primary and secondary sort order for agents. These improvements help administrators manage shifts and address issues more effectively.
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: Navigate the schedule editor.
Workforce management weekly staffing requirements with ABM forecasts
Administrators can now generate weekly staffing requirements for up to two years using an automatic best method (ABM) forecast. The staffing requirements appear in a chart and a detailed grid below the chart for a clear and comprehensive view. This feature allows administrators to explore and analyse different scenarios via modifications as adjustments to shrinkage and FTE definitions, and also export the data for all planning groups within a business unit or for selected planning groups. Administrators can access this information directly from the new Capacity Planning > Staffing Requirements option.
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: Navigate the staffing requirements page, and About workforce management.
Deprecations
Deprecation: Agent Assist AI Experience tokens provisioning
On May 28, 2025, Genesys will discontinue support for Agent Assist provisioning via Genesys Cloud CX AI Experience tokens. Genesys recommends that customers who currently use or plan to use Agent Assist with Genesys Cloud CX AI Experience tokens transition to Genesys Agent Copilot, which offers a more robust and effective solution. Organisations can continue to use their legacy Agent Assist feature until they switch to Genesys Cloud CX AI Experience tokens.
Further Information: Deprecation and end of sale of Agent Assist via AI tokens.
