Exploring the Latest Updates and Features in Genesys Cloud CX
FEBRUARY 2023
In this month of love, we find the Genesys Cloud CX feature releases unfolding like a love letter to efficiency, productivity, and seamless experiences.
A clear focus has been improvements in the digital interaction channel, Web Messaging, and enhancement of the existing global language support models to promote inclusivity. Additionally, with the removal of monthly rental charges for WhatsApp, another potential channel has been opened for customers.
Account management
API for platform limit event alert
Developers can configure platform limit event thresholds alerts, which includes the following limits: token.rate.per.minute, client.credentials.token.rate.per.minute, and org.app.user.rate.per.minute. This enables administrators to observe events triggered for platform limit resources prior to a limitation breach, such as high request rates.
Licensing: All licenses include this feature.
Further Information: Platform Limits event in the Developer Centre, and Limits in the Developer Centre
Customer engagement
Message routing admin page user interface enhancements
Genesys Cloud CX enhanced the appearance of the message routing admin configuration menu. These improvements offer a more visually intuitive experience, ensure UX consistency, and enhance accessibility.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Message routing overview.
Improved on-demand Messenger launcher visibility
Administrators can now configure the Messenger launcher to remain visible even during page reloads and site navigation when triggered by business logic. This ensures uninterrupted access to ongoing messages for users.
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 Messenger.
Active Total Callback column in Performance views
Contact centre managers and supervisors can now use the new Active Total Callback, which represents the cumulative calling activity duration for the call portions of the callback. Managers and supervisors can access the Active Total Callbacks column in the Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view. Handle time no longer incorporates time that is now classified as Active Total Callback, giving a more accurate picture of the agent’s overall handle time for a Callback. The interaction timeline view also reflects this new metric as a new segment in the agent’s Callback session.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Interactions view, Queues Interactions Detail view, and Agents Interactions Detail view.
WhatsApp monthly recurring charge removal
On January 5, 2024, Genesys removed the monthly recurring charge (for example, Monthly Hosting Fee) per WhatsApp integration for all Genesys Cloud CX customers. Invoices no longer include these charges, and no action is necessary. There are no changes to other WhatsApp pricing components.
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: Messaging pricing.
Enhanced pacing control in dialing campaigns
Administrators now have more granular control of pacing in an automated campaign for Predictive and Power dialing modes. They can now set the Compliance Abandon Rate in these dialing campaigns to under 1% and down to the tenths decimal place, for example, 0.9 or 5.1. The Compliance Abandon Rate can be set to a minimum of 0.1%.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Create a predictive dialing campaign, and Create a power dialing campaign.
Co-browse for voice via Messenger
Administrators can now easily support co-browse for voice using their Messenger deployment. During voice interactions, customers can use co-browse to share their browser view with agents and help overcome friction points on the website. Agents can also request limited control over the customer’s browser to better assist them.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Co-browse for Messenger overview, Configure Messenger, and Messenger JavaScript SDK in the Developer Centre.
Deploy Messenger without web messaging
Administrators can now actively disable web messaging in their Messenger configuration. This action allows administrators to deploy Messenger exclusively for Messenger app usage, such as co-browse for voice or the Knowledge App.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Co-browse for Messenger overview, Configure Messenger, and Messenger JavaScript SDK in the Developer Centre.
Messenger JavaScript SDK toaster plugin
Developers can now use the Messenger JavaScript SDK toaster plugin for Messenger to actively display custom alerts, disclaimers, and offers on their website.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Co-browse for Messenger overview, Configure Messenger, and Messenger JavaScript SDK in the Developer Centre.
Enhanced external contacts data access control for agents
Administrators can now use the External contacts > Session > View and the Journey > Session > View permissions to control whether or not agents only view customer journey data for the divisions that are assigned to their user roles.
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: Single customer view overview.
Web messaging support in MEC1 (UAE) region
Web messaging support is now available in the Middle East (UAE) (me-central-1) region.
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: AWS regions for Genesys Cloud CX Web Messaging.
Digital channels participant information update
Genesys Cloud CX now updates the information in the participant name field for digital channels and for the Conversation and Analytics API for ACD and workflow participants. As a result, this change updates the interaction details timeline view for digital channels and the description of the ACD and workflow segments to display the new information.
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: Replace Data in the Conversation and Analytics ACD Participant Name Value for Messaging Channels, and Digital channels participant information update.
Specify queue in scheduled callbacks
Agents can now specify a queue when they schedule a callback. Before agents can use this feature, administrators must enable it for them in Organisation Settings.
Licensing: All licenses include this feature.
Further Information: Enable agents to specify queue for scheduled callbacks, and Schedule callbacks during a voice interaction.
Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
Knowledge authors can now configure specific knowledge article variations to surface when Genesys Cloud CX finds a matching Predictive Engagement segment. Customers who use the Knowledge App for Messenger see article variations that match their segment criteria.
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.
ACD conferences
Agents can now add people to a conference call while they are on an ACD voice interaction in the desktop agent UI. ACD conferencing allows agents to click the new conference icon and choose a participant, for example, another user, queue, or external number, to help their customers. The participant accepts an invitation and joins the conference. Agents can also transform a consult transfer into a conference and bring together all three participants. While in a conference, agents can continue to add up to a total of 20 concurrent participants.
Licensing: All licenses include this feature.
Further Information: Add participants to an ACD call, and Consult with the intended recipient before transferring an ACD call.
Predictive Engagement new and replaced operators
Genesys Cloud CX replaced the operators ‘like’ and ‘not like’ with ‘contains any’ and ‘does not contain all’ respectively. Also, administrators can use two new operators, ‘contains all’ and ‘does not contain any’, when they define conditions for segments, outcomes, and action maps.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Operators.
Data, analytics and reporting
Improved native voice transcription accuracy for Dutch
Genesys Cloud CX improved native voice transcription accuracy for Dutch (nl-NL).
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.
Topic miner queue selection increase
Administrators and analysts can now select up to 50 specific queues in which to perform topic mining.
Licensing: 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.
Further Information: Topic miner overview, and Add a new topic miner.
Improved native voice transcription accuracy for Spanish
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.
Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
Sentiment analysis support is now available for Chinese Cantonese (zh-HK), Chinese Mandarin (zh-CN), and Chinese Taiwan (zh-TW).
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.
Notification API voice transcription number normalcy for English languages
Developers who use the Notification API for voice transcription can now see normalized numbers and digits instead of the digits spelled into words. This feature applies only to English dialects and English India (en-IN).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Notification APIs in the Developer Centre.
Improved native voice transcription accuracy for French languages
Genesys Cloud CX improved native voice transcription accuracy for French France (fr-FR) and French Canada (fr-CA).
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 English languages
Genesys Cloud CX improved English detection of negative and positive sentiments during sentiment analysis.
Licensing: 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.
Further Information: About sentiment analysis.
Improved native voice transcription accuracy for German
Genesys Cloud CX improved native voice transcription accuracy for German (de-DE).
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.
Employee productivity
Submit feedback in Genesys Tempo
Agents can now submit feedback via a short three-question survey in the mobile app Genesys Tempo.
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: FAQs: Genesys Tempo for iOS, and FAQs: Genesys Tempo for Android.
Resource Centre
Genesys Cloud CX release notes enhancements
Genesys Cloud CX refreshed the weekly release notes view to provide a more intuitive, user-friendly experience. This redesign improves the ability to access the information that is most relevant to the organisation and provides meaningful details that guide readers to key information contained within the user interface and linked articles. Readers can also click the labels below the content to view previous release notes that belong to the same categories and tags.
Further Information: Genesys Cloud CX release notes.
Self-service and automation
Export utterance history data from Architect bot flows and digital bot flows
Flow authors can now export utterance history data in .csv format from Architect bot flows and digital bot flows. This feature enables flow authors to analyse the exported data and then use it in bot training. Previously, flow authors could only export utterance history via APIs.
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: Export utterance history.
Intent miner Portuguese language support
Intent miner is now available for Portuguese Portugal (pt-PT) and Portuguese Brazil (pt-BR).
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: Genesys Cloud CX supported languages.
Customise knowledge touchpoints for Predictive Engagement customer and journey attributes
Knowledge authors can now customise knowledge article touchpoint variations for different segments. This feature enables personalisation of knowledge content based on customer attributes and the context of the interaction. To customise segments for customer and journey attributes, administrators must enable Predictive Engagement.
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: Touchpoint variations overview, and Add a touchpoint variation to a knowledge base article.
Knowledge portal refreshed article search results
The knowledge portal now features an enhanced view of search results. The article list displays the article title, the first line of the article, and the date of the last update. Customers who search the knowledge portal can more easily navigate to the article most suited to their needs and view additional information about the article before opening it.
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: About the knowledge portal.
Improved utterance confusion resolution in Architect bot flows and digital bot flows
Genesys Cloud CX improved the ability to resolve conflicts between utterances in Architect bot flows and digital bot flows. A new Resolve Conflict option opens the conflicting utterance in a new view, where flow authors can view and edit them, such as rename or rephrase the utterance in the associated intents, move the utterance to another intent or delete the utterance from the bot or digital bot flow. This feature makes it easier to improve intent performance and utterance training.
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: Bot intent health overview, and Work with intent health.
Workforce engagement
APIs to integrate external learning modules
Learning administrators can now assign and report on external content from Genesys Cloud CX via learning APIs by integrating third-party learning management systems. This feature enables customers to use the Genesys Cloud CX scheduling features for their learning assignments and provides supervisors and agents with a single pane of glass experience to manage their content.
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: Learning APIs in the Developer Centre, External learning module best practices, and External learning modules.
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, or Genesys Cloud EX.
Further Information: Deprecation: Current historical adherence query route.
Deprecation: Adobe data actions integration removal
On May 15, 2024, Genesys will remove the Adobe data actions integration from Genesys Cloud CX and will also remove the integration’s supported documentation from the Resource Centre. Organisations must transition to web services integration, reconfigure data actions via the web services data action, and use the transitioned data actions in Architect flows and scripts.
Further Information: Deprecation: Removal of Adobe data actions integration.
Deprecation: Pointillist Community
On February 15, Genesys deprecated the Pointillist Community feature.
Further Information: Deprecation: Pointillist Community feature.
Scheduled hybrid organisation migrations
Beginning February 28, contract renewals prepare non-hybrid organisations to become hybrid capable within the defined maintenance window instead of at the time of renewal. Media Tier updates will pause temporarily between the renewal date and the duration of the maintenance window. Since May 11, 2022, Genesys Cloud CX automatically creates all new organisations with hybrid media capability. If you are a new customer after this date, this article does not apply to you.
Licensing: All licenses include this feature.
Further Information: What is the maintenance window for cloud-media services updates?, and Operators.
