Exploring the Latest Updates and Features in Genesys Cloud CX
JUNE 2024
This month, we’re excited to share the latest enhancements rolling out to Genesys Cloud CX.
These features have been focused on boosting employee engagement and morale, as well as streamlining customer communications. Keep reading for all the details.
Account Management
Enhanced ACD Skills and Languages menu
Genesys Cloud CX improved the appearance of the ACD Skills & Languages configuration menu. These improvements offer a more visually intuitive experience, ensure UX consistency, enhance accessibility, and do not affect existing functionality.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Manage ACD Skills.
Customer Engagement
Enhanced message delivery status in messenger widget
Genesys Cloud CX now includes the ability to view message delivery status on the Messenger widget. Delivery statuses such as Sent, Sending, or Not Sent appear next to the message. This enhancement ensures that the message status, helpful for time-sensitive information, is accessible by the customer. This feature provides better visibility and reassurance during message delivery.
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: About web messaging, and Configure Messenger.
SMS UK long code purchase requirement
Genesys Cloud CX now follows the United Kingdom’s Know Your Customer (KYC) regulatory requirement. This requirement mandates that organisations register their business and corresponding use cases before using a long code for text messaging. Organisations must complete this registration before a new UK long code becomes active in their Genesys Cloud CX organisation. In the coming weeks, Genesys Cloud CX will contact customers and confirm that they register existing UK long codes.
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.
Further Information: Required regulatory documentation for SMS long code number purchase, and Manually purchase SMS long code numbers.
Expanded campaign rule action for enhanced automation
Administrators can now adjust the Max Calls per Agent, Campaign Weight, Number of Lines, and Compliance Abandon % using Campaign Rule actions. This new functionality enhances automation and streamlines campaign strategy management for dialer administrators. More granular control over these parameters enables administrators to manage campaign rules, reduce manual tasks, and improve overall campaign performance.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Create campaign rules.
Enhanced dynamic filtering for real-time adjustments in campaigns
Administrators can now make real-time adjustments to filter changes that apply to campaigns in Genesys Cloud CX Outbound, which facilitates clearer modifications to dialing criteria. This feature addresses the need for flexibility in outbound communications and allows customers to target different criteria during a campaign without the need for campaign interruption. Administrators who enable dynamic filtering can retrieve records that were previously filtered out, which enhances operational efficiency and responsiveness to changing business requirements. This enhancement provides flexibility and adaptability to all users of Genesys Cloud CX Outbound.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Create a power dialing campaign, Voice campaigns view, and Digital campaigns view.
Reconnect and reply to closed email
Agents can now use the Reconnect conversation icon to reconnect and reply to previously closed email interactions. Users can access the reconnect conversation functionality from the Agents Interactions Detail view, Campaign Interactions Detail view, Content Search view, Interactions view, My Interactions view, and Queues Interactions detail view. This feature enables agents to easily continue conversations and aims to provide improved efficiency, continuity, and responsiveness in customer interactions.
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: Content Search view, and Interactions view.
Automatically save wrap-up codes for improved call handling
Supervisors can now ensure that Genesys Cloud CX automatically saves selected wrap-up codes for interactions, even if agents do not click save or done before their after-call work (ACW) period ends. This enhancement guarantees that wrap-up codes are preserved when the ACW period expires, which provides an easier workflow for agents. Eliminating the need for agents to manually save their selections ensures an accurate reflection of call outcomes and allows supervisors to better understand and evaluate performance.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Complete after contact work (ACW).
Granular control for clearing or signing out of web visit or journey sessions
Genesys Cloud CX now enhances privacy by exercising more granular control over when to clear or sign out the current web visit or journey session. Brands have the flexibility to trigger these actions based on specific user activities or allow customers to start them. Previously, Messenger did not have a native way of clearing all session-related data. With this update, Genesys Cloud CX introduces an abstraction layer that conceals the storage structure and provides standardised JavaScript commands for managing session identifiers. This feature addresses the need for better privacy control, enabling smoother and more secure session management. By simplifying the process of clearing or signing out of sessions, administrators can ensure that user data is handled with greater care, meeting privacy requirements more effectively. This improvement streamlines session management and reduces the complexity of maintaining and adjusting storage structures.
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.
Further Information: Messenger Plugin.
Data, Analytics and Reporting
Email notifications for expiring and expired scheduled exports
Administrators can now ensure that scheduled export users receive daily emails about expired or soon-to-expire exports. This feature simplifies export management and prompts immediate action to prevent automatic disabling. Users can also access a dashboard within their export inbox to monitor the number of expiring or expired scheduled exports.
Licensing: All licenses include this feature.
Further Information: Scheduled Exports view, and Export view data.
Introducing Architect Journey Flows for inbound and secure call flows
Flow authors now use the new Journey Flows tab in Architect to visualise the customer journey within a flow and enhance their understanding of flow milestones and outcomes, enabling them to improve containment rates. This feature empowers flow authors, administrators, and contact centre managers to gain insights into customer interaction paths and identify crucial moments in the customer journey that require attention.
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: Journey Flows overview.
Enhanced dictionary management
Administrators can now manually add words to the dictionary within Genesys Cloud CX’s Speech and Text Analytics feature, which improves the accuracy of transcribed words in voice transcription. Voice transcription services typically rely on standard dictionary words from the selected language, but organisations often have company-specific brands, terms, or acronyms that should be recognised and transcribed accurately. With this feature, customers gain the ability to enhance transcription accuracy by adding terms to the dictionary to ensure that organisation-specific terminology is recognised with higher likelihood during voice interactions.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX EX.
Further Information: About dictionary management, Understand dictionary management, and Work with dictionary management.
View speech and analytics data for a year at a time
Supervisors and analysts can now view speech and text analytics data for up to one year at a time in the Topic Trends, Agent Topics and Queue Topics views. This feature enables supervisors and analysts to gain more actionable insights over a longer duration of time.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX EX.
Further Information: Topic Trends Summary view, Agent topics summary view, and Queue topics summary view.
Employee Productivity
Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
Knowledge workbench is now available for Chinese Cantonese (zh-HK), Chinese Mandarin (zh-CN), Chinese Taiwan (zh-TW), Korean Korea (ko-KR), and Polish Poland (pl-PL).
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.
Further Information: Genesys Cloud CX supported languages.
Insights app for iOS
Supervisors can now use the new Insights app for iOS to monitor queues and agents in real time, even while on the go. Supervisors can also set and receive customisable alerts directly on their mobile devices. This enhancement improves efficiency for contact centre supervisors.
Licensing: All licenses include this feature.
Further Information: FAQs: Insights for iOS.
Direct voicemail non-ACD call transfer for enhanced call management
Genesys Cloud CX users can now transfer calls directly to another user’s voicemail without first alerting the intended Genesys Cloud CX user. This feature streamlines the customer experience and enables administrative staff to manage calls more effectively based on their insights and understanding of user availability and priorities. For example, users in meetings or sessions may find even brief phone alerts to be disruptive.
Licensing: Communicate, 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 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3.
Further Information: Transfer a call, and Can I transfer a non-ACD call directly to a user’s voicemail?.
Genesys Agent Assist knowledge surfacing and summarisation support for Dutch, French, German, Italian, and Portuguese
Genesys Agent Assist knowledge surfacing and summarisation is now available in Dutch Netherlands (nl-NL), French France (fr-FR), French Canada (fr-CA), German Germany (de-DE), Italian Italy (it-IT), and Portuguese Brazil (pt-BR).
Licensing: 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 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Genesys Cloud CX supported languages.
Enhanced privacy controls for ad hoc recordings
Administrators can now restrict access to an interaction’s ad hoc recording section, which provides an added layer of privacy and control within Genesys Cloud CX. This enhancement ensures that only authorised individuals interact with recordings to safeguard user data and comply with regulatory requirements. By limiting access to this feature, Genesys Cloud CX aims to build trust, improve operational efficiency, and maintain a secure environment for all users.
Licensing: Collaborate, Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Listen to recordings.
Open Platform
Genesys Cloud CX Voice currencies and inbound list pricing regional availability
On February 28, 2024, Genesys Cloud CX announced that on June 1, 2024, inbound prices for 27 Toll-free and 8 DID countries are set to reduce. The Genesys Cloud CX Voice outbound calling rates, inbound calling rates, and DID and toll-free number charges are available for each AWS pricing region in five billing currencies. Genesys bills for Genesys Cloud CX voice based on the region that the organisation selects. Previously, organisations that chose their billing currency as non-standard to their region were billed based on their chosen currency.
Licensing: All licenses include this feature.
Further Information: Genesys Cloud CX Voice pricing.
Poly VVX hostname format
In accordance with RFC 1035, Poly altered the host name format of VVX devices in later firmware deployments. Devices do not adopt the new format by default, and customers retain the option to opt into the updated host name format.
Licensing: All licenses include this feature.
Further Information: Choose a hostname format for VVX phones.
Enhanced AudioHook Monitor configuration and migration process
Genesys Cloud CX decoupled AudioHook Monitor from voice transcription, enabling administrators and flow authors to use the new Audio Monitoring option in queue voice channels and the Audio Monitoring action in Architect to monitor audio to and from Genesys Cloud CX. This feature eliminates the requirement to use voice transcription to monitor audio and gives administrators and flow authors greater control over the conversation audio to stream to third-party services.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Create and configure queues, and Audio Monitoring action.
Self-Service and Automation
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Chinese Taiwan (zh-TW).
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, or Genesys Cloud CX 3 Digital.
Further Information: Genesys Cloud CX supported languages.
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU), and Swedish language support
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Basque (EU) (eu-ES), and Sweden Swedish (sv-SE).
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, or Genesys Cloud CX 3 Digital.
Further Information: Genesys Cloud CX supported languages.
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Turkish Turkey (tr-TR).
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, or Genesys Cloud CX 3 Digital.
Further Information: Genesys Cloud CX supported languages.
HELD (HTTP Enabled Location Delivery) for E911 Location Information
Administrators can now use the HELD protocol to access location information from their E911 provider’s LIS (Location Information Server). This improvement allows phones to obtain and share their location when users dial 911 in an emergency. Dispatchers can then use this information to send emergency services to the caller’s precise location.
Licensing: All licenses include this feature.
Further Information: Configure HTTP Enabled Location Delivery (HELD) for E911.
Workforce Engagement
SCORM 1.2 learning standard conformance
Genesys Cloud CX is now conformant with the SCORM 1.2 e-learning standard. The SCORM 1.2 packages are hosted natively and helps programmers write code that engages workforce management participants. This enhancement enables learning administrators to combine existing Genesys Cloud CX features, such as rich text, content management, and assessments, with SCORM packages to create custom learning solutions.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX EX.
Further Information: Add content to a development and feedback module.
Learning module improvements
Administrators can now benefit from several enhancements to the learning assignment experience in Genesys Cloud CX. The updated navigation pane allows for content descriptions, and progress tracking is more intuitive. Additional options control the flow of modules, while the improved results screen provides a more positive completion experience. Administrators can also better visualise given answers. These changes make the learning assignment process more user-friendly, with clearer content management, enhanced tracking, and visualisation features.
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 CX EX.
Further Information: Create a development and feedback module, and Work with and complete a development and feedback module.
Enhanced employee recognition for improved engagement
Supervisors can now reward positive agent behaviour and performance with standardised, personalised recognitions. This new feature makes it easy to send recognitions through existing views such as the agent scorecard, scorecard insights, and supervisor overview. Employees receive a banner notification in their Activity view for any recognitions. This enhancement aims to boost employee engagement and morale by providing a fun and efficient way for supervisors to acknowledge their team’s efforts.
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 CX EX.
Further Information: Send recognition to an agent.
Interaction recording download tracking in audit trail
Administrators can now see when an interaction recording was downloaded in the audit trail from the Interaction Details view. This enhancement provides a distinction between viewing the Interactions Detail view and downloading a recording. A download action now triggers Read action and Download action audit events. Previously, the audit trail only listed the Read action for both viewing and downloading recordings. This improvement helps users track their own actions, allows administrators and supervisors to monitor user activity, and assists in troubleshooting system errors.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX EX.
Further Information: View an interaction’s audit trail.
Deprecations and Announcements
Deprecation postponement: Legacy alerting system
On June 14, 2023 Genesys announced that it would postpone the legacy alerting system removal date to April 1, 2024. Genesys has further postponed this date to July 1, 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.
Licensing: All licenses include this feature.
Further Information: Deprecation: Legacy alerting system.
Deprecation: ACD Web Chat 2.0 (Rest API)
On June 11, 2025, Genesys will end support for the legacy ACD web chat version 2, currently accessible through the chat widget versions 1.1 and 2.0. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger.
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.
Further Information: Deprecation: ACD Web Chat 2.0 (Rest API), About widgets for web chat, and Web chat to web messaging migration and impact.
Deprecation: Using Internet Explorer 11 for Genesys Cloud CX 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.
Licensing: All licenses include this feature.
Further Information: Genesys Cloud CX system requirements, and Deprecation: Using Internet Explorer 11 for Genesys Cloud CX authentication.
Deprecation: Open messaging inbound endpoint
On October 31, 2024, Genesys will discontinue support of POST /api/v2/conversations/messages/inbound/open, the current open messaging inbound endpoint. This endpoint has served as a general entry point for open messaging. Genesys will deprecate this endpoint and expand functionality with three new endpoints designed to enhance the capabilities and performance of open messaging.
Licensing: All licenses include this feature.
Further Information: Deprecation: Current Open Messaging Inbound Endpoint.
