Exploring the Latest Updates and Features in Genesys Cloud CX
AUGUST 2024
In August 2024, Genesys have rolled out several significant updates aimed at improving user experience and streamlining workflow management.
These new features bring added value to businesses using the platform. Let’s dive into what’s new and how these updates benefit users.
Account management
Multiple messenger deployment behaviour update
Genesys Cloud CX now links customer sessions to a single messenger deployment. This feature ensures that the contact information is associated with the distinct associated customer journey session.
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: Configure and deploy Genesys Messenger.
Customer engagement
Enhanced WebRTC Media Helper for VDI users
Administrators can now use the Genesys Cloud CX WebRTC Media Helper without requiring audio I/O devices in the WebRTC client when the Require Media Helper setting is enabled. This update simplifies the setup for customers by allowing passthrough or emulated audio I/O devices in their virtual sessions. This update enhances the use of WebRTC in Genesys Cloud CX for VDI customers by removing unnecessary device checks, and ensures that users who rely on the Media Helper do not face disruptions due to fallback mechanisms requiring audio I/O devices in the standard client. With this update, when the Require Media Helper setting is enabled, the audio I/O device check in the standard client is eliminated, improving the usability of WebRTC for VDI environments.
Licensing: All licenses include this feature.
Further Information: WebRTC Media Helper overview.
Extended after call work timeout
Supervisors can now set After Call Work (ACW) timeouts for up to 60 minutes for the following options: Mandatory, Time-boxed; Mandatory, Time-boxed No-Early Exit; and Agent Requested. This change allows agents more time to handle post-call activities, such as printing documents or following specific workflows. The new 60-minute limit provides supervisors and agents with greater flexibility to manage their work without having to resort to workarounds that skew key performance indicators (KPIs). Previously, the maximum ACW timeout was limited to 15 minutes. By allowing agents to remain on-queue, this enhancement ensures a more accurate representation of handle times and overall contact centre performance, leading to improved metrics and operational efficiency.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Create and configure queues.
Auto-termination for closed workitem statuses
Administrators can now enable auto-termination for specific closed workitem statuses, which automatically terminates workitems when they reach certain statuses within the closed category. The automated process reduces overhead and ensures that workitems are accurately checked as closed. This feature helps the organisation achieve service levels more efficiently and provides accurate data for reporting, which allows for better business process management and a cleaner workitem backlog. Previously, closing workitems required manual intervention; the use of APIs; or setting up triggers, workflows, or data actions.
Licensing: Work Automation Add-on.
Further Information: Define a worktype, and Work with workitems.
Success, Neutral, and Failure classifications in wrap up code mappings
Administrators can now define and categorise Right Party Contact (RPC) outcomes as success, neutral, or failure directly within wrap up code mappings, which reflect in real-time monitoring performance dashboards.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Set wrap-up code mappings for outbound dialing, and Outbound campaign details view.
Skills-based dialing in power and predictive outbound campaigns
Administrators can now assign agents to outbound records that require specific skills or a set of skills in Power and Predictive outbound campaigns, in addition to Preview and Progressive outbound campaigns. This feature ensures that calls route to agents with the appropriate skills and introduces a method to throttle agent and skill combinations. Skills-based dialing aims to minimise the chances of abandoned calls and improve efficiency, regardless of volume, in automated campaigns.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Create a power dialing campaign, and Create a predictive dialing campaign.
Work Automation performance views enhancements
Administrators can now use new metric columns, including Terminated, Answered, Total Hold, and Avg Hold, in the Workitem Queue Performance and Workitem Agent Performance views. These new metrics provide supervisors and administrators with more data to assess and manage workflows effectively. Also, the improved filter ordering feature ensures consistency for filtering data across related workitem views. This enhancement promotes a more streamlined and accurate analysis of work automation in Genesys Cloud CX and improves overall usability and insight into performance.
Licensing: Work Automation Add-on.
Further Information: Workitem Performance view, Agent Workitems Performance Summary view, and Queue Workitems Performance Summary view.
Granular campaign control permissions
Administrators can now assign individual permissions to start, stop, and recycle campaigns. This feature enables administrators to grant campaign management access to non-administrative personnel who do not need to modify more critical settings such as contact lists, or caller ID information. This added granularity ensures that only authorised users can alter campaign configurations and allows others to manage day-to-day campaign activities, which improves security and compliance. The new permissions are:
- Outbound > Campaign > Start
- Outbound > Campaign > Stop
- Outbound > Campaign > Recycle
Previously, these functions were tied to the broader Edit permission, which granted access to all campaign configurations.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Start or pause a campaign, and Recycle a campaign.
Interaction routing based on predictive scores
Administrators can now route interactions based on predictive scores. This feature ensures that the highest-ranked interaction routes to an available agent, regardless of the interaction wait time. This feature ensures that customer interactions are handled by the best-suited available agents, which leads to improved outcomes and more effective use of AI routing.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud AI Experience.
Further Information: Agent selection process.
Data, Analytics and Reporting
Improved summary row display in analytics performance views
Administrators can now manage analytics performance views more effectively with the new feature that hides the summary row when aggregate data is unavailable. This update ensures that the summary row only appears when there is actual data to display and gives users a clearer and more accurate representation of the available data. Previously the summary row was shown and indicated that users could apply more filters, regardless of aggregate data availability.
Licensing: All licenses include this feature.
Further Information: Agents Performance Summary view, Queue Performance Summary view, and Campaign Performance Summary view.
Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support
Genesys Agent Copilot now supports knowledge surfacing, intent-based next best action, and summarisation for Dutch (nl-NL), French France (fr-FR), French Canada (fr-CA), German (de-DE), Japanese (jp-JP), Portuguese Brazil, (pt-BR), Portuguese Portugal (pt-PT), Spanish Spain (es-ES) and Spanish United States and Latin America (es-US) languages.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 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, or Genesys Cloud CX 3 Digital.
Further Information: Genesys Cloud CX supported languages.
Employee Productivity
Configurable voicemail forwarding for presence states
Administrators can now choose to automatically forward Communicate calls directly to a user’s voicemail based on specific primary presence statuses. These statuses include Offline, Busy, Away, Break, Meal, Meeting, Training, or On Queue. Also, secondary presence statuses inherit the voicemail forwarding settings of their associated primary presence statuses. This update provides administrators with the ability to customise the statuses that trigger automatic forwarding. This flexibility ensures that calls are managed according to individual and organisational preferences, to improve workflow efficiency and reduces interruptions during critical tasks. Previously, only the Busy presence status automatically directed calls to a user’s voicemail.
Licensing: All licenses include this feature.
Further Information: Define which presence statuses send a Communicate call to voicemail
Open Platform
Support for CX Cloud in VDI environment
Administrators can now enable CX Cloud for agents via the Salesforce Service Cloud console within a VDI (Virtual Desktop Infrastructure) environment. This update allows agents to handle interactions, including voice, through the WebRTC Media Helper, integrating with existing VDI setups. This feature addresses the previous behaviour of establishing a voice path in VDI, which limited the organisations’ ability to secure and standardise desktop environments. This new feature supports a smooth transition for customers migrating to CX Cloud and ensures that they can continue using VDI without losing functionality. This support provides a consistent and secure agent experience, especially beneficial for BPOs and other organisations that rely on VDI to manage their desktop environments.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Does CX Cloud from Genesys and Salesforce integration support Virtual Desktop Infrastructure (VDI) configurations?, Use WebRTC Media Helper in a Virtual Desktop Infrastructure (VDI) environment.
Self-Service and Automation
Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
Flow authors can now configure Architect voice and bot flows to jump to a task after recognition failure and upon agent escalation. Flow authors can leverage actions such as Evaluate Schedule Group to assess the availability of a queue before the interaction transfers to an agent. This feature ensures a seamless user experience, enhances the effectiveness of automated interaction, and minimises potential delays in agent handoff.
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: Jump to a reusable task in voice and digital bot flows, Set default event handling behaviour, and Set up user input for a bot flow.
Flexible text-to-speech (TTS) engine selection in Architect flows
Flow authors can now use any voice that a native text-to-speech (TTS) engine or an enabled third-party TTS integration supports, regardless of the Architect flow’s default language. Organisations can select the most suitable TTS engine for their needs. This feature aims to provide improved flexibility and cost reduction in text-to-speech communications and to enhance the customer experience.
Licensing: All licenses include this feature.
Further Information: Text-to-speech (TTS) engines overview.
Workforce Engagement
Activity plans for optimal workforce management scheduling
Administrators and planners can now apply workforce management activity plans to determine the best time to schedule activities for individuals or groups of agents, independent from the work plan and with the option to include a facilitator. Activity plans apply such factors such as service goals, staffing levels, minimum and maximum group sizes, maximum simultaneous sessions, maximum total sessions, last scheduled date, and recurrence periods. The process automatically updates rule-based attendee and facilitator lists at runtime. This feature allows more scheduling flexibility and helps planners accommodate ad hoc activities such as 1:1, team, or all-hands meetings, and better align with organisational goals. Previously, administrators manually scheduled activities for particular times, days, or weeks within work plans.
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: Add a new activity plan, Work with activity plans, and Manage activity plans.
