Exploring the Latest Updates and Features in Genesys Cloud CX
DECEMBER 2023
Genesys closed out the year with many positive changes and more advancements to look forward to throughout 2024.
And just like that we concluded another year! 2023 saw a large number of features released, adding exciting new capabilities introduced to the core Genesys Cloud CX platform, strengthening an already strong security posture, and closing some long-standing functionality gaps.
Account management
Change password set/reset workflow
New Genesys Cloud CX users and users who must reset their password will now land on the splash page when setting or resetting their password. On this page, users are presented with options to manage their account, access Communicate/Collaborate, or access Architect. This change does not affect SSO (single sign-on) users. For more information, see Reset your password and Log in for the first time. This feature requires no restriction by user or required user to access.
Password policy minimum requirements
Genesys updated the Genesys Cloud CX minimum password policy. The new password requirements include a minimum length of eight characters and at least one number, one special character, one uppercase letter, and one lowercase letter. Users who change their password cannot use any of the previous 10 passwords. Organisations that use automation to set or reset passwords must ensure that their implementations comply with the updated policy.
Organisations do not need to update their password policy to achieve alignment with the minimum password requirements, and users are not forced to change their password when this feature is updated. Users are required to change their password only when they must update their password. This change does not affect SSO (single sign-on) users. For more information, see Change your password. This feature requires no restriction by user or required user to access.
Control wrap-up code access within divisions
Administrators and contact centre managers can now assign wrap-up codes to divisions and enforce divisional access control for wrap-up codes. For more information, see Wrap-up code administration, and Create and configure queues. This feature requires no restriction by user or required user to access.
Customer engagement
Increased support for non-E.164 format phone numbers in Single Customer View
Agents can now automatically view contact search results in the profile pane and in pre-call work for contacts who have non-E.164 format phone numbers. Agents can then select the matching External Contact from the search list or create a new contact and claim that phone number as an identifier. Previously, Genesys Cloud CX did not support non-E.164 numbers by identity resolution.
This feature also includes the addition of click-to-dial support for non-E.164 numbers when agents view an External Contact and reduces the need for agents to copy and paste information. For more information, see Can I add a non-E.164 number to a phone field for an External Contact?, Search for contacts or organisations, and Search for a contact.
This feature requires one of the following subscriptions: 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.
In-queue and scheduled callback automation
Administrators and contact centre managers can now automate portions of the callback process to provide agents an automated experience when they handle scheduled and in-queue callbacks. The callback queue configuration offers options to Auto-Answer, Auto-Dial, and Auto-End Callback interactions. This feature removes the need for agents to perform manual actions and leads to improved handle times for in-queue and scheduled callbacks. For more information, see Create and configure queues, Enable communication level After Call Work and automatic callbacks, and Place, transfer, and dismiss a callback. This feature requires no restriction by user or required user to access.
Perform a benefit assessment before predictive routing free trial activation
Administrators can now assess the potential benefits of using predictive routing on their queues before they activate the free trial. This feature allows the administrators to wait until queues show a high optimisation potential or wait for a suitable time to start their trial, and then use predictive routing to route interactions. For more information, see Predictive routing benefit assessment. This feature requires one of the following subscriptions: 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 CX AI Experience.
Outbound dialling contact list builder
Outbound administrators can now use the contact list builder to upload a data file and create multiple contact lists from that source. Administrators can select a contact list template and a contact list filter to establish a reusable import template and then apply various splitting methods, such as Percentage, Quantity, Column Value, and Custom Selection. For more information, see Contact list builder. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Mobile customer journey tracking
Genesys Cloud CX now enables organisations to integrate journey tracking into mobile apps. Administrators can configure mobile-specific segments and outcomes through the console, collecting user navigations. For more information, see About mobile journey tracking. 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 call analysis response performance
Outbound administrators can now select a live speaker detection level when they create a call analysis response, in addition to post-connect call analysis and answering machine detection response actions. This feature allows users to trade some detection accuracy for increased queue transfer speed for outbound campaigns. For more information, see Create a call analysis response. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Mobile app event orchestration
Genesys Cloud CX now enables organisations to integrate journey tracking capabilities into their mobile applications. Administrators can trigger proactive messages within the application via Predictive Engagement. For more information, see Create a mobile messaging offer, and About mobile journey tracking. 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, or Genesys Cloud CX AI Experience.
Data, analytics and reporting
Topic miner French language support
Topic miner is now available for French (fr-FR) and Canadian French (fr-CA). This feature enables analysts and administrators to use the mined data to gain insights into emerging trends in French interactions and create new topics or improve existing topics in those languages. 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.
Mine for new trending topics in email interactions
Analysts and administrators can now use the topic miner to mine for new trending topics within email interactions. This feature enables them to better understand emerging or popular subjects. For more information, see Add a new topic miner . 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.
Sentiment Analytics data in Agent/Queue/Flow Topic views
Supervisors and analysts can now access sentiment data within the Agent, Queue, and Flow topic summary views. This feature enables a comprehensive understanding of sentiment performance, coupled with topic information, in key analytics reports. For more information, see Queue topics summary view, Agent topics summary view, and Flow topics summary view. 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.
Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese
Customer sentiment analysis and agent empathy analysis are now available for Dutch (nl-NL), German (de-DE), Italian (it-IT), and Japanese (ja-JP). Agent empathy scores are currently only available via speech and text analytics APIs. 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, or Genesys Cloud CX 3.
Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
Programs, topics, and phrases support is now available for Chinese Cantonese (zh-HK), Chinese Mandarin (zh-CN), and Chinese Taiwan (zh-TW). 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.
Extended voice transcription services support for Afrikaans, Czech, Greek, Hungarian, Malay, Russian, Slovak, Vietnamese, and Zulu
Extended voice transcription services support is now available for Afrikaans South Africa (af-ZA), Czech Czechia (cs-CZ), Greek Greece (el-GR), Hungarian Hungary (hu-HU), Malay Malaysia (ms-MY), Russian Russia (ru-RU), Slovak Slovakia (sk-SK), Vietnamese Vietnam (vi-VN), and Zulu South Africa (zu-ZA). Extended voice transcription services incur an additional cost per minute. 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, or Genesys Cloud CX 3.
Acoustic metrics added to transcript aggregates
Analysts can now access acoustic metric information with the Transcript Aggregate APIs. This functionality enables analysts to understand the associated acoustic details for speech and text insights. This feature is an API only release. For more information, see: Metrics in the Genesys Cloud CX Developer Centre. This feature requires one of the following licenses: 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.
Open interactions in a new Analytics workspace tab
Genesys Cloud CX now opens the interaction detail page in a new tab in the analytics workspace. This feature allows users to easily transition between the interaction list view and the interaction detail view. For more information, see Content Search view, Interactions view, My Interactions view, and Analytics workspace tabs update. This feature has no restriction by user or required user to access.
English voice transcript sensitive data masking improvements
Genesys Cloud CX improved English voice transcript sensitive data masking. These improvements increase the accuracy of PCI and PII entity detection in transcripts. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Employee productivity
Introducing metrics and reporting for Genesys Agent Assist
The Agent Assist Performance dashboard now provides an overview of the effectiveness of knowledge for agents using Genesys Agent Assist metrics, and reporting provides insight about presented, opened, and copied articles. For more information, see Genesys Agent Assist performance dashboard. This feature requires one of the following licenses: 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, or Genesys Cloud CX 3 Digital.
Open platform
CX Cloud from Genesys and Salesforce integration
Organisations with Genesys and Salesforce Service Cloud can now use CX Cloud from the Genesys and Salesforce integration, which provides a fully embedded contact centre experience on the Salesforce Service Cloud console. This integration prioritises and enhances the agent experience and enables agents to manage voice, callback, and web messaging interactions; view their activity; and use Salesforce’s Einstein capabilities. For more information, see About CX Cloud from Genesys and Salesforce. This feature requires one of the following subscriptions: 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, or Genesys Cloud CX 3 Digital.
Leveraging Digicert as the certificate authority in the mTLS process
Administrators can now configure web services data actions to utilise a client certificate signed by Digicert as the certificate authority in the mTLS process. For more information, see Add a data actions integration and Is the mutual TLS (mTLS) certificate publicly trusted?. This feature requires one of the following licenses: 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, or Genesys Cloud CX 3 Digital.
Self-service and automation
Knowledge workbench V2 Japanese language support (early preview)
Knowledge workbench V2 is now available in early preview for Japanese (ja-JP). For more information, see Genesys Cloud CX supported languages. 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, or Genesys Cloud CX AI Experience.
Workforce engagement
Screen recording available in Genesys Cloud CX 1 license
Genesys Cloud CX now offers screen recording to organisations with the Genesys Cloud CX 1 license. This feature does not include any functional changes. Also, the data storage allocation to Genesys Cloud CX’s fair-use policy across all tiers remains the same (for example, named CX1/2/3 remain at 17.5GB/25GB/32.5GB per month, respectively). For more information, see Add Workforce Engagement Management to your subscription and Screen recording policy changes for Genesys Cloud CX 1 users. This feature requires one of the following subscriptions: Genesys Cloud CX 1.
Improved Automatic Best Method (ABM) forecasting accuracy
Genesys Cloud CX improved ABM forecasting accuracy when fewer interactions occur during off-hour peaks. This feature improves forecasting accuracy when fewer interactions occur during off-hour peaks. This feature requires one of the following subscriptions: 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, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Average Talk Time gamification metric
Administrators can now configure a gamification metric based on Average Talk Time. Average Talk Time is a variation of Average Handle Time that excludes hold times and wrap-up time or ACW. For more information, see Configure gamification profile metrics. 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, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Learning modules with rich text format
Genesys Cloud CX learning modules now support rich text content. This feature enables users to create custom content within their learning experiences, enhancing engagement through stylish formatting. For more information, see Add content to a development and feedback module. 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, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Supervisor insights improvements
Supervisors can now use new agent filtering options with the Insights feature to gauge and analyse agent performance more granularly. For more information, see Agent activity insights. 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, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Deprecations and announcements
Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication
On June 12, 2024, Genesys will remove support for the Internet Explorer 11 (IE11) desktop application. The deprecation relates to Microsoft’s end of support for IE11 and affects organisations who still use IE11 to access Genesys Cloud CX. For more information, see Genesys Cloud CX system requirements, and Deprecation: Internet Explorer 11. This feature has no restriction by user or required user to access.
Deprecation: Genesys Cloud CX SSO certificate expiry
On January 1, 2024, the Genesys Cloud CX SSO certificate will expire. If an organisation uses the Single Logout feature and their identity provider (IDP) supports signature verification for Single Logout requests, administrators must upload a new certificate to their IDP. For more information, see Deprecation: Genesys Cloud CX SSO certificate expiry. This feature requires no restriction by user or required user to access.
Deprecation: Pointillist Community
On February 15, Genesys will deprecate the Pointillist Community feature. For more information, see Deprecation: Pointillist Community feature. This feature has no restriction by user or required user to access.
