Exploring the Latest Updates and Features in Genesys Cloud CX
JANUARY 2023
With the beginning of a new year comes a plethora of new feature releases – 30 in all!
These features are spread across all aspects of the platform and highlight Genesys’ continuing support for growing the overall global footprint, with new region support in Osaka, UAE, Zurich, and Singapore.
Customer engagement
Improved digital agent-to-agent transfer
Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted. For more information, see Transfer a digital interaction. This feature requires one of the following licenses: 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.
Increased number of outcomes limit
Administrators can now create up to 100 outcomes per organisation and can enable scoring on up to 10 outcomes. For more information, see Outcomes overview, Manage outcomes, and View outcomes. This feature requires one of the following licenses: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Advanced input file pre-processing
Administrators can now define one or more find and replace expressions to modify the content of the input file before the upload process. These expressions are defined in the advanced section of a file specification template. For more information, see Create a File Specification Template. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Additional file format support for contact lists
When creating outbound dialling contact lists, administrators can now use additional file formats, including delimiter-separated formats like pipe, tab, semicolon, custom delimiter, fixed length, and Microsoft Excel. The import process now includes a File Specification Template object, that outlines how to handle the input file. For more information, see Create a File Specification Template. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Transfer APIs and associated permissions
Genesys Cloud CX now includes new transfer APIs with associated permissions. With these new permissions, administrators can now configure a user’s ability to perform the following actions: consult transfer, consult transfer to agent, consult transfer to queue, consult transfer to external contact, and blind transfer. For more information, see API explorer. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Client Credential Flow (CCF) authentication support for SMTP integrations
SMTP integrations now support Client Credential Flow (CCF) authentication for OAuth 2.0. This support ensures that a password is no longer mandatory when you opt for the CCF authentication type for OAuth 2.0 during an SMTP integration set up. For more information, see Configure and activate the custom SMTP server integration. This feature requires one of the following licenses: 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.
Support for multiple external email participants
A Genesys Cloud CX email interaction that contains more than one external participant now generates a unique participant ID for each participant on the conversation. When a new external participant is added to the email, that new external participant does not share the participant information with the previous external participant. This update is reflected across the platform, including the agent’s roster and conversation timeline. For more information, see About ACD emails. This feature requires one of the following licenses: 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.
Data, analytics and reporting
Sensitive data masking French and Italian language support
Sensitive data masking is now available for French (fr-FR) and Italian (it-IT) voice interactions. For more information, see Genesys Cloud CX supported languages. 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.
View daily agent login and logout activity for multiple agents
Supervisors can now access login and log out information for multiple agents for up to 30 days when they select View as Group in the agent status detail export function. For more information, see Agents Status Detail view and Export view data. This feature has no restriction by user or required user to access.
Enable/disable evaluation and survey data in Interactions and My Interactions views
Supervisors and managers can now limit agent evaluation and survey data visibility to specific users in the ‘Interactions Search’ View and ‘My Interactions’ View. Users with access can now view evaluation and survey data for any agent that is involved in an interaction. For more information, see Interactions view and My Interactions view. This feature has no restriction by user or required user to access.
Analytics user interface enhancements
Genesys Cloud CX improved the appearance of the analytics admin configuration menu. These improvements provide a more visually intuitive experience, UX consistency, and better accessibility. For more information, see Configure contact centre analytics options, Configure the service level calculation, and Configure abandon intervals for the Abandon Intervals Metric view. This feature has no restriction by user or required user to access.
External contacts and external organisations filters and columns in performance views
Contact centre managers and supervisors can now view and filter external contacts and external organisations in performance views. This feature enables managers and supervisors to access specific interaction information about known external contacts and organisations. For more information, see Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view. This feature has no restriction by user or required user to access.
Improved native voice transcription accuracy for Japanese
Genesys Cloud CX improved native voice transcription accuracy for Japanese (ja-JP). For more information, see Genesys Cloud CX supported languages. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, and Genesys Cloud CX 3.
Architect Flow Insights toggle for bot and digital bot flows
Flow authors can currently use the new ‘Flow Insights’ toggle in Architect to view the frequency of executed actions as an overlay in bot flows and digital bot flows. This feature enables flow authors, administrators, and contact centre managers to gain insights into an action’s frequency. This facilitates easier optimisation of their voice or digital bot flow by identifying actions that require attention. For more information, see Use Flow Insights to view the frequency of executed bot flow actions. This feature requires one of the following licenses: 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.
Improved accuracy of Irish street names in English native voice transcription
Genesys Cloud CX improved native voice transcription accuracy for Irish street names in English dialects. For more information, see Genesys Cloud CX supported languages. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Employee productivity
Enhancement of inactivity timeout in embedded clients
Agents can now experience improved logout functionality with system enhancements focused on automated logout or token revocation. For more information, see Set an automatic inactivity timeout. This feature has no restriction by user or required user to access.
Open platform
Portuguese language support
User interface support in Genesys Cloud CX is now available for Portuguese Portugal (pt-PT). For more information, see Genesys Cloud CX supported languages. This feature requires one of the following licenses: Collaborate, Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Osaka, UAE, and Zurich region deployments
Genesys added the Asia Pacific (Osaka) (ap-northeast-3), Middle East (UAE) (me-central-1), and EU (Zurich) (eu-central-2) regions to its Genesys Cloud CX deployment. New Genesys Cloud CX customers can choose the region closest to their main site location. For more information, see AWS regions for Genesys Cloud CX. This feature has no restriction by user or required user to access.
Update agent preferred name via public API
Administrators can now use the public API to update agent preferred name in ‘Person Details’. This update streamlines the enablement and workflow of automation. For more information, see Users API. This feature has no restriction by user or required user to access.
Asia Pacific satellite region deployment
Genesys Cloud CX deployment now includes the Asia Pacific (Singapore) (ap-southeast-1) satellite region. This addition enhances WebRTC media communications in the region by hosting TURN servers with IP addresses in the satellite region. For more information, see Use the TURN Behaviour feature. This feature has no restriction by user or required user to access.
Self-service and automation
Architect data tables user interface updates
Genesys Cloud CX updated the Architect data tables in the user interface views to provide a more visually intuitive experience. The existing functionality remains unchanged. For more information, see Work with data tables. This feature has no restriction by user or required user to access.
Triggers UI improvements
Administrators can now use all supported features in the Triggers API directly within the UI. This feature encompasses the use of JSON Output as a data type, along with the configuration options for Delayed Start and TTL timing in triggers. For more information, see Overview of triggers. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Historical execution data for Architect bot flows and digital bot flows
Customers can now access historical execution data for Architect bot flows and digital bot flows. Administrators, contact centre managers, and flow authors can use the data to gain a high-level understanding of user journeys. Developers can access historical flow execution data using the public API and the notification service. For more information, see Historical flow execution data overview. This feature has no restriction by user or required user to access.
Search for a knowledge base article by ID in Architect
Flow authors can now use the new Find KnowledgeBaseDocument by ID function in Architect for Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows to look up a knowledge base article by ID number. This feature reduces memory utilisation and eliminates the need for flow authors to manually build out switch statements within the flow to search by literal assignment. For more information, see Find KnowledgeBaseDocument by ID function. This feature has no restriction by user or required user to access.
Workforce engagement
Change agent schedulable status from the Agents view
Supervisors can now view and change the agent schedulable status directly from the Agents view. Previously, supervisors could only make this change by configuring agent permissions. For more information, see Workforce management permissions overview, Work with agents in a management unit, and Navigate the schedule editor. 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, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Change daily values and distribution forecast modification type
Forecasters can now use the new Change daily values and distributions modification type to see a day’s predicted Offered or AHT values and the associated distribution. Administrators and supervisors can click a specific day of the week to see the daily value, broken down into 15-minute intervals, and the daily value distribution, and then copy a new value into the Modified column to view the impact on AHT/Offered distributions. They can also override the current Offered/AHT values with values from a selected historical day. This feature helps prevent the organisation from reaching the current modification limits by wrapping multiple modifications into one modification. For more information, see Work with Change Daily Values and Distributions modification, Forecast modifications, and Add a forecast modification. 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, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Workforce management navigation menu grouping
Administrators and contact centre supervisors can now navigate more easily to work plan configuration and work plan rotations. These options are available from Admin > Workforce Management > Work Plans. For more information, see About workforce management, Add a work plan configuration, Add a work plan, and Updated Workforce Management navigation menu. 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, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Staffing requirements and performance metrics in the Schedules screen
Administrators can now assess the impact of schedule adjustments on service levels via integrated performance metrics at the bottom of the Schedules screen. This enhancement provides a quick and detailed view of the performance implications when activities are added to agents’ schedules. These performance metrics enable administrators to ensure alignment between predicted performance and staffing requirements by recalculating the latter when they make updates to the Volume and AHT forecast. Adjustments to the required staff details on the ‘Schedules’ screen align expected performance and staffing needs. For more information, see Navigate the schedule editor, View adherence information in the schedule editor, and Export schedule information. 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, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Suppress recording when a call is on hold
Administrators can now disable call recording when a call is on hold. This configuration option helps decrease data storage usage, enhance quality management efficiency, and ensure compliance with consumer privacy regulations. For more information, see Work with an interaction overview, Enable recording, and Call recording in Genesys Cloud CX overview. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, and Genesys Cloud CX 3.
Support for disputed evaluations on gamification metrics scorecards
Supervisors and agents now experience real-time updates on agent gamification scorecards when an agent’s dispute of a completed quality management evaluation score is resolved. Once a dispute is resolved, any subsequent change in gamification points appears on agent gamification scorecards. 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, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Deprecations and announcements
Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud CX embedded clients
On January 9 2024, Genesys will remove the consult transfer controls from the interaction window in the embedded clients. Customers can use the same consult transfer functionality available from the call controls in the client window. For more information, see Deprecation: Removal of consult transfer controls from the interaction utility window in embedded clients. This feature has no restriction by user or required user to access.
Deprecation: Legacy alerting system
On June 14 2023 Genesys announced that it would postpone the legacy alerting system removal date to January 24 2024. Genesys has further postponed this date to March 20 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. For more information, see Deprecation: Legacy alerting system. This feature has no restriction by user or required user to access.
Deprecation: Legacy ACD web chat
On June 30 2024, Genesys will no longer support the legacy ACD web chat version 1, accessible through the chat widget version 1. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger. Genesys will deprecate ACD web chat version 2 and the corresponding chat widget versions (version 1.1 and version 2.0) at a later date. For more information see, Deprecation: Removal of ACD Web Chat. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, and Genesys Cloud CX 3 Digital.
Deprecation: Google Agent Assist for Genesys Cloud CX
On January 24 2024, Genesys Cloud CX will discontinue development and support for the Google Agent Assist offer. Customers can continue to use the feature until the End-of-Life (EOL) date on August 31 2024. For more information, Deprecation: Google Agent Assist for Genesys Cloud CX. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 2, and Genesys Cloud CX 3.
Deprecation: Legacy co-browse and screenshare
On June 30 2024, Genesys will remove support for legacy co-browse via co-browse deployments (chat and voice) and screenshare. Genesys recommends that customers who use the legacy co-browse migrate to the co-browse for Messenger, which supports web messaging and voice. Genesys recommends that customers who use screenshare assess whether co-browse can accommodate use cases and if not, explore suitable feature replacements from Genesys AppFoundry partners. For more information, see Deprecation: Legacy co-browse and screenshare. This feature requires one of the following licenses: Genesys Cloud CX 3, and Genesys Cloud CX 3 Digital.
