Exploring the Latest Updates and Features in Genesys Cloud CX
APRIL 2023
As businesses continue to prioritise exceptional customer service, the role of contact centre agents has never been more crucial.
This month, the Genesys software development team has been laser-focused on enhancing contact centre agent productivity and experience.
Account management
Operational console to monitor and view operational events
Administrators can now use the Operational Console page to view and monitor operational console events and schema details. Administrators can filter operational events by a preset time period, entity name or entity ID, and event definition ID. Also, they can access additional context for action on events. After they view required event details on the Operational Console page, administrators can use the Event Catalog to gather additional context related to the events.
Licensing: All licenses include this feature.
Further Information: Troubleshoot using the Genesys Cloud CX Operational Console, and Operational event catalog.
Web surveys in Genesys Cloud EX
Web survey features are now available for Genesys Cloud EX external voice interactions. This feature enables administrators and contact centre managers to configure policies for web surveys to be sent after a voice interaction. Managers can see survey results through analytics views to gain insight about customer satisfaction.
Licensing: Genesys Cloud EX.
Further Information: Understand your Genesys Cloud EX subscription, and About web surveys.
Customer engagement
Enhanced search capability within skill expression groups
Administrators can now search skill expression groups from the Admin > Directory > Groups page and when they add groups in the Admin > Queue > Members page. Genesys Cloud CX sorts the list of skill expression groups alphabetically by name.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: About groups, and Create and configure queues.
Outbound WhatsApp message on behalf of a queue
Agents can now start new conversations or continue existing conversations with a WhatsApp contact by sending pre-approved, outbound WhatsApp template messages on behalf of a queue. This feature is NOT available in Genesys Cloud CX embedded clients.
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: Send an outbound message on behalf of a queue, and Create and configure queues.
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, or Genesys Cloud CX 3 Digital.
Further Information: Deploy Messenger, Configure Messenger, and Web messaging and supported content profile.
Architect post-call actions in voice calls
Voice flow authors now have the ability to specify post-call actions in Architect inbound and in-queue call flows. This feature provides the ability to trigger post-call actions when a participant becomes the last one on a call and then transfer customers to a survey flow or an external number.
Licensing: All licenses include this feature.
Further Information: Set Post-Flow action, and Clear Post-Flow action
Improved agent utilization for digital transfers
Genesys Cloud CX now ensures that digital interactions in a transfer state do not affect an agent’s utilization. With this feature, agents can now handle other digital interactions while they wait for another agent to accept the transferred digital interaction.
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: Transfer a digital interaction.
Introducing Work Automation in select regions
Genesys Cloud CX now includes Work Automation, aimed to assist with tracking customer requests across the organisation, spanning from the front-office to the back-office. This feature is available in all regions, excluding Middle East (UAE), EMEA (UAE) and Europe (Zurich), EMEA (Zurich), which will have access at a later date. Administrators can use work automation to define tasks and automate workflows based on predefined processes. This feature, built on the Genesys Cloud CX process automation solution, empowers the organisation to automate, route, and manage work for all stages of the customer life cycle to deliver an enhanced and orchestrated customer experience.
Licensing: Work Automation Add-on.
Further Information: About work automation, Work automation overview, and Set up work automation.
Data, analytics and reporting
Improved native voice transcription accuracy for Portuguese dialects
Genesys Cloud CX improved native voice transcription accuracy for Portuguese Portugal (pt-PT) and Portuguese Brazil (pt-BR).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Genesys Cloud CX supported languages.
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.
Improved native voice transcription accuracy for Spanish dialects
Genesys Cloud CX improved native voice transcription accuracy for Spanish Spain (es-ES) and Spanish United States and Latin America (es-US).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Genesys Cloud CX supported languages.
Dynamic time zone settings in workspaces and views
Genesys Cloud CX now enables users to set time zones at both workspace and view levels. This feature empowers users to create, save, and export identical reports for different time zones.
Licensing: All licenses include this feature.
Further Information: Agents Performance Summary view, Queues Performance Summary view, and Flows Performance Summary view.
Analytics data masking options
Administrators can now use data masking options to mask and unmask PII-related data within Analytics Workspace views. This feature allows administrators to control who can see unmasked phone numbers and email addresses in the My Interactions view. Masking is enabled by default and can be disabled within an organisation’s analytics admin settings.
Licensing: All licenses include this feature.
Further Information: Configure contact centre analytics options.
Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
Sentiment and agent empathy analysis support is now available in early preview for Danish Denmark (da-DK), Finnish Finland (fi-FI), Hebrew Israel (he-IL), Norwegian Norway (nb-NO), Polish Poland (pl-PL), and Swedish Sweden (sv-SE) languages. Sentiment analysis detects negative and positive sentiments in transcripts, and agent empathy analysis detects empathetic and unhelpful phrases in transcripts.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Genesys Cloud CX Supported Languages.
Improved sentiment analysis for French and Spanish languages
Genesys Cloud CX improved sentiment analysis and added support for agent empathy analysis for French and Spanish dialects.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Genesys Cloud CX Supported Languages.
Speech analytics in Genesys Cloud EX
Post-call speech analytics features are now available for Genesys Cloud EX external voice interactions. This feature enables administrators and contact centre managers to gain insight into customer and agent conversations through sentiment analysis and topic trends.
Licensing: Genesys Cloud EX.
Further Information: About Genesys Cloud EX, and About speech and text analytics.
Agent empathy analysis
Genesys Cloud CX now measures and reports on agent empathy in their interactions with customers. The reporting results help analysts improve performance management, agent evaluation, coaching, and training to improve the overall customer experience. This feature reinforces a Genesys core value to embrace empathy and enables organisations to provide a favourable customer experience with empathy as the focus.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX WEM Add-on I, Genesys Cloud CX 3.
Further Information: Work with agent empathy analysis, About agent empathy analysis and Understand agent empathy analysis.
Enhanced toast, email, or SMS notification alerts
Supervisors can now view alerts with information about conversations, queues, and agents. Genesys includes this information in the single conversation and user presence duration-based alerts. This feature ensures that supervisors and administrators see the interaction, queue, and agent associated with the alert.
Licensing: All licenses include this feature.
Further Information: Work with alerts, and Manage the Alerts Inbox.
Enhanced alerts management
Supervisors can now easily mark all alerts as read or unread and can bulk delete the alerts. This feature enables supervisors to improve efficiency and optimize workload.
Licensing: All licenses include this feature.
Further Information: Manage the Alerts Inbox.
Improved native voice transcription accuracy for Korean dialect
Genesys Cloud CX improved native voice transcription accuracy for the Korean Korea (ko-KR) language.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3, Genesys Cloud EX.
Further Information: Genesys Cloud CX supported languages.
Employee productivity
Push notifications on Collaborate for iOS regardless of presence or status
Users can now select to receive push notifications on Collaborate for iOS regardless of their presence or status. This feature ensures that Collaborate users constantly receive notifications, instead of only when Collaborate is active on their device.
Licensing: Collaborate.
Further Information: FAQs: Collaborate for iOS.
Agent desktop email user interface enhancements
Genesys Cloud CX has an improved agent email user interface, including enhanced thread handling, visual hints, resolution of known issues, and maintains parity with the previous version. The updated interface offers a more user-friendly experience and also introduces new, smaller features that 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, Genesys Cloud CX 3 Digital.
Further Information: Format text in an email message, View inline images, and Attach a file to an email message.
Headset call control buttons in embedded clients
Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients. Previously, agents could not use headset hardware to perform these functions.
Licensing: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3.
Further Information: About phones in the Genesys Cloud CX embedded clients.
Genesys Agent Assist summarization moved to the ACW pane
Agents can now retrieve the Genesys Agent Assist summary of their conversation directly from the wrap-up pane. Previously, agents had to navigate back to the Genesys Agent Assist pane to generate the conversation summary after completing the interaction.
Licensing: 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, or Genesys Cloud CX AI Experience.
Further Information: Create a conversation summary with Genesys Agent Assist.
Push notifications on Collaborate for Android regardless of presence or status
Users can now select to receive push notifications on Collaborate for Android, regardless of their presence or status. This feature ensures that Collaborate users constantly receive notifications, instead of only when Collaborate is active on their device.
Licensing: Collaborate.
Further Information: FAQs: Collaborate for Android.
Self-service and automation
Introducing the Nuance Recognizer as a Service integration
Genesys Cloud CX customers can now capture and interpret information using automated speech recognition (ASR) in transactional IVR applications. Because these applications demand multi-digit or numeric input, and in response to the increasing use of hands-free environments by callers, ASR support is crucial for improved customer experiences. By integrating ASR support and bot capabilities, along with the option to reuse customized and fine-tuned grammars from past implementations, customers gain the ability to develop a wider range of voice applications.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: About the Nuance Recognizer as a Service integration.
Improved flow size indicator in Architect
Genesys Cloud CX improved the flow size indicator in Architect to help flow authors keep better track of flow size. This improvement enhances the ability of flow authors to optimize their flow size during design time and ensures that flows do not reach the maximum size, for example, by modularizing their flows at an early design stage. The flow size indicator now displays the percentage that the flow utilizes of the maximum size that Architect allows and is visible at all times.
Licensing: All licenses include this feature.
Further Information: Architect flow size.
Introducing the Audio Connector integration
Administrators and contact centre managers can now use the Audio Connector to stream conversation audio to third-party services and back. Audio Connector enables partners and customers to extend the open Genesys Cloud CX platform with their own voice-based services and meet bi-directional audio streaming needs such as serving voice bots and performing active voice biometrics.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: About Audio Connector.
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Finnish, and Norwegian language support
Genesys Cloud CX now supports Danish Denmark (da-DK), Finnish Finland (fi-FI), and Norwegian Norway (nb-NO) language support for Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows.
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.
Control knowledge behaviour from start to finish in Architect digital bot flows
Advanced flow authors can now create and designate a reusable task that runs immediately after the bot finds a match to one or more knowledge articles. This feature gives flow authors more control over how to adapt flow behaviour from start to finish, and to decide when to show the knowledge article, disambiguation, and feedback. For example, flow authors can store the matched knowledge articles, which the bot typically uses in the knowledge handling, as a flow variable in an Ask for action and then determine what happens next in the task and better guide the customer journey. The Architect actions that trigger the reusable knowledge task are Wait for Input and Digital Menu.
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 AI Experience.
Further Information: Control knowledge behaviour in your bot flow.
Evaluate schedule groups in Architect bots and digital bots before ACD transfer
Flow authors can now configure flows to evaluate schedule groups before they run the Transfer to ACD action in Architect voice and digital bot flows. This feature enables the bot to determine if a queue is available for transfer; for example, during regular office hours, before it escalates the conversation to an agent or takes another action.
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 AI Experience.
Further Information: Task and state editor actions, and Evaluate Schedule Group action.
Workforce engagement
Leaderboard view disabled for organizations with disabled gamification
The leaderboards view is now disabled entirely for any organisation that has disabled gamification. Instead of displaying an empty leaderboards view, it is now entirely deactivated.
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.
Change forecast associated with a schedule
Planners can now actively select an alternate workforce management forecast to associate with a generated load-based schedule.
Licensing: Genesys Cloud CX 1 Digital Add-on II, 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: Choose forecast for an existing schedule, and About workforce management.
Recording bulk action API improvement for aged recording management
Administrators can now use the recording bulk action API with simple time-based queries to delete, export, and archive recordings older than five years.
Licensing: Genesys Cloud CX1, 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, or Genesys Cloud EX.
Further Information: Retention period for analytics data and recording.
Deprecations and announcements
Deprecation postponement: Legacy alerting system
On June 14, 2023 Genesys announced that it would postpone the legacy alerting system removal date to April 1, 2024. Genesys has further postponed this date to June 3, 2024. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system. Genesys recommends that affected customers create a backup of their latest bots in production.
Licensing: All licenses include this feature.
Further Information: Deprecation: Legacy alerting system.
Deprecation: Native X (formerly Twitter) third-party direct messaging channel
On April 11, 2024, Genesys will end support for the native X (formerly Twitter) third-party messaging channel, with no customer impact. At a later date, Genesys will release a new native X integration. Organisations that need X direct messaging before Genesys launches the new offer should see the article in the Further Information section.
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: Social Listening by Radarr in the AppFoundry, AppFoundry, and Deprecation: Native X (formerly Twitter) third-party messaging channel.
Deprecation: Mobile Messenger SDK for React Native apps
On July 8, 2024, Genesys will end support for the Mobile Messenger SDK wrapper for React Native applications and will remove access to all React Native repositories.
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: Deprecation: Mobile Messenger SDK for React Native apps, and Feature deprecations and announcements.
Deprecation: Legacy historical adherence query route
On April 24, 2024, Genesys will deprecate the legacy historical adherence route across management units and replace it with new bulk routes. Genesys recommends that customers who use the legacy route transition to the new bulk routes. Genesys will lower the rate limit for the deprecated route, but will not change the rate above the new limit for existing customers who currently call the deprecated route.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud EX.
Further Information: Deprecation: Current historical adherence query route.
Deprecation: Native LINE third-party messaging channel
On April 24th, 2024, Genesys will discontinue support for the native LINE third-party messaging channel. To continue using LINE messaging, customers can explore the AppFoundry solutions that offer LINE messaging capabilities integrated with Genesys Cloud. Customers can also choose to build their own connection to Genesys Cloud for LINE messaging using the Open Messaging API solutions..
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: Open Messaging, AppFoundry, and Deprecation: Native LINE third-party messaging channel.
