Exploring the Latest Updates and Features in Genesys Cloud CX
AUGUST 2023
This month, sees the release of new enhancements to knowledge management, security improvements, and a re-categorisation of release notes. The re-categorisation provides better alignment with core business features and allows customers to clearly see where a feature is applied, and aligns with their organisational strategy.
Contact Centre
Updated WhatsApp pricing structure
Genesys updated the WhatsApp pricing structure. These updates reflect the new pricing structure that WhatsApp instituted on June 1, 2023. WhatsApp expanded the business-initiated pricing into three categories: utility, marketing, and authentication. WhatsApp also renamed User Initiated pricing to Service conversations and created new price points for the business-initiated categories. For more information, see the WhatsApp section in Messaging pricing. This feature requires one of the following subscriptions: 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.
Copy and share interaction transcripts
Administrators can now copy entire interaction transcripts and share them with team members, colleagues, and clients. For more information, see Work with a voice transcript, and Work with a digital transcript. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Web messaging inbound custom attribute size limit requests
Administrators who want to send single custom attribute objects that total more than 2048 can request an increase from Customer Care. The current default maximum is 2048 bytes. This feature requires one of the following subscriptions: 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.
SMS short code number in France
Genesys now offers support for higher volume SMS programs in France. Organisations in France can now setup and use short code numbers to send and receive SMS messages at scale. For more information, see Set up an SMS short code. This feature requires one of the following subscriptions: 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.
Improved workload balancing in predictive routing
Administrators can now configure a queue via predictive routing to consider agent occupancy as well as their predicted performance when the queue distributes interactions. This feature ensures that Genesys Cloud CX uses all agents in a more balanced way and also considers the best possible agent-interaction matches. For more information on workload balancing, see Workload balancing. This feature requires one of the following subscriptions: Genesys Cloud CX User 1, Genesys Cloud CX User 2, or Genesys Cloud CX User 3.
Force stop button in digital campaign management
Outbound administrators can now use the Force Stop option on Digital Campaigns to clear all outstanding messages that prevent the campaign from turning off. For more information see Digital Campaigns view. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Additional voice transcription accuracy improvements for Japanese
Genesys Cloud CX improved voice transcription accuracy for Japanese (ja-JP). This improvement adds the ability to automatically boost the recognition of specific words and phrases through topic configuration. For more information, see Understand program, topics and phrases. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on 1, or Genesys Cloud EX.
Sensitive Data Masking for voice interactions
Genesys Cloud CX now masks sensitive data in voice interactions. When administrators enable this feature in their org settings, Genesys Cloud CX redacts the voice recordings sections and voice transcripts that contain PCI or PII data. To access this information, users must have the Recording > Recording > View Sensitive Data permission. Genesys Cloud CX only masks sensitive data for transcribed voice interactions. For more information, see Understand voice transcripts, Work with a voice transcript, Work with an interaction overview, and View an interaction’s details. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Additional CX 1 Digital Add-On II capabilities
Genesys Cloud CX 1 organisations with the Digital Add-on II license can now leverage additional digital capabilities, including agentless digital notification APIs, email and SMS campaigns, and co-browse for web messaging. Genesys Cloud CX automatically adds co-browse for web messaging and agentless digital capabilities for SMS, open messaging, and WhatsApp. Organisations must request agentless email notifications and email campaigns access. Direct Genesys Cloud CX customers can add these capabilities from Outbound Email Campaigns and Agentless Email Notifications in the AppFoundry. Indirect customers can work with their partner to amend their subscription. For more information, see Add a bundle of digital channels to your subscription and the Genesys Community post. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II.
Co-browse for web messaging read-only fields and buttons
Administrators can now limit the fields that agents can modify, even when the agent has remote control of the customer’s screen during the co-browse session. This feature enables administrators to define the CSS selectors from Messenger configuration and select the designated fields as read-only. Administrators can use this feature to ensure that agents cannot modify sensitive field values or click the final submit button on application forms. For more information see Co-browse for web messaging overview, Configure messenger, Work with co-browse for web messaging sessions, and Set up co-browse for web messaging. This feature requires Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Dashboards summary page enhancements
Contact centre supervisors can now view the list of dashboards in list view. Supervisors can also search the dashboards based on dashboard name and dashboard owner, sort the dashboards based on created date and last updated date, and filter the list of dashboards based on private or public status, owned by me, and owned by anyone filters. Administrators can perform bulk delete of the dashboards. For more information, see Add and edit Performance Dashboards, and Performance Dashboards overview. This feature requires no restriction by user or required user to access.
Dashboard management for administrators
Administrators can now access management capabilities for both public and private dashboards that users create within the organisation. From the dashboard summary page, administrators can delete dashboards in bulk for a single user or multiple users. For more information, see Add and edit Performance Dashboards, and Performance Dashboards overview. This feature requires no restriction by user or required user to access.
Knowledge follow-up tasks in bot flows and digital bot flows
Flow authors can now use knowledge follow-up tasks, in addition to knowledge follow-up statements, to guide participants to the next bot flow and digital bot flow steps. This feature enables flow authors to enhance the customer experience by customising the knowledge behaviour. For example, in confirmation or disambiguation situations, the bot can direct the customer to a new location, digital menu, or through personalised logic. For more information, see Add knowledge to your bot flow. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital license.
Customer engagement
Conditional group routing as the timeout routing method for preferred agent routing
Administrators can now set conditional group routing, as well as the timeout routing method when the queue routing method is set to Preferred agent routing. Conditional group routing is an option in addition to the established bullseye and standard routing methods. For more information, see Create and configure queues. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital.
Require the WebRTC Media Helper
Telephony administrators can now require the use of the WebRTC Media Helper. When administrators enable the Require WebRTC Media Helper setting, users must have an active and connected media helper to make or receive a call. A connected media helper prevents audio traffic from streaming through Virtual Desktop Infrastructure (VDI), which can introduce audio quality degradation. For more information, see Require WebRTC Media Helper. This feature has no restriction by user or required user to access.
Custom music for agent-initiated hold duration
Administrators can now customise the music that plays when an agent puts the call on hold. For more information, see Create and configure queues. This feature requires one of the following subscriptions: Communicate.
End interactions automatically when agent’s logoff
Administrators can now configure interactions that remain in an After Call Work state to end automatically when agents transition to offline; for example, when they log off or close their browser without properly ending the interaction. This feature enables administrators to ensure that all agents in the queue have the same functionality and prevents the agents from a negative impact on performance due to unnecessary ACW duration accrual. For more information, see Configure after call work settings. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Improved media handling for outbound message attachments
Media handling of outbound message attachments now uses less resources when an agent repeatedly resends files or when the attachments are used in self-service interactions. For more information, see Supported content profiles. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX Al Experience.
Data, Analytics, and Reporting
Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese
Extended voice transcription services support is now available for Cantonese (zh-HK), Mandarin (zh-CN), and Taiwanese (zh-TW). Extended voice transcription services incur an additional cost per minute. Register for EVTS through the Genesys AppFoundry. For more information, see Genesys Cloud CX supported languages and Configure voice transcription. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Real-time agent filtering and agent updates
Administrators can now use real-time agent filtering to use queues when they select agents for the agent status widget in the dashboard. For more information, see Add and edit Performance Dashboards. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud EX.
Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
Programs, topics, and phrases support is now available for Danish Denmark (da-DK), Finnish Finland (fi-FI), Hebrew Israel (he-IL), Norwegian Norway (nb-NO), and Swedish Sweden (sv-SE). For more information, see Genesys Cloud CX supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns
Contact centre managers and supervisors can now view the new Campaign Interaction Details and then export the campaign interaction details, including the attempt history details, for one or more campaigns. This feature provides managers and supervisors access to a complete view of each attempt made for the outbound campaign and offers an equivalent solution to the legacy Dialer Campaign Detailed Attempt History report. For more information, see Campaign Interactions Detail view, Export view data, and Deprecation: Canned reports. This feature has no restriction by user or required user to access.
Open Platform
Genesys Cloud CX for Chrome extension update
Genesys Cloud CX for Chrome has been updated to remove the need for jQuery dependency. For more information, see About the Genesys Cloud browser extensions. This feature has no restriction by user or required user to access.
Calling party ID in p-asserted identity SIP header
Telephony administrators can now configure dynamic calling party ID in p-asserted identity SIP headers for telephony carriers that require it. For more information, see External trunk settings. This feature requires one of the following subscriptions: Collaborate, Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Yealink headsets support
Genesys Cloud CX now supports native call control capabilities for Yealink headsets in the Chrome web browser via Web HID technology. For more information, see Configure a Yealink headset. This feature has no restriction by user or required user to access.