Exploring the Latest Updates and Features in Genesys Cloud CX
JUNE 2023
This month, several key enhancements have been released to improve the overall customer experience offered to Genesys Cloud CX customers. One significant addition is the introduction of a completely new alerting engine. This engine allows supervisors to generate real-time alerts and notifications based on activity within the contact centre or key metrics being tracked at an agent, queue, or organisational level. For example, supervisors can now receive real-time notifications when too many interactions are waiting in a particular queue, ensuring a rapid determination of how to respond, such as increasing the number of agents in that queue.
Collaborate
Support for MDM browser authentication for Collaborate for iOS
Collaborate for iOS now supports additional mobile device management browser authentication options for customers who have MDM requirements. For more information, see What is the difference between Genesys Collaborate for iOS and Genesys Communicate for iOS?. This feature has no restriction by user or required user to access.
Communicate
BYOC Cloud TLS X.509 certificate renewal
On August 23, 2023, Genesys will renew the BYOC Cloud TLS X.509 certificates. Organisations that use a secure TLS trunk with BYOC Cloud do not need to take action if the DigiCert High Assurance EV Root CA was previously accepted. Administrators can confirm renewal via the procedure in TLS trunk transport protocol specification. This feature has no restriction by user or required user to access.
Contact Centre
Workforce management time-off requests user interface improvements
Genesys Cloud CX improved the workforce management time-off requests view. These improvements ensure better visual alignment and consistency with other workforce management views and administrator page, including updates to iconography and option selection. For more information, see Work with time-off requests. This feature requires one of the following options: 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.
Improvements to playback screen recordings
Genesys Cloud CX significantly improved the loading time of the screen recording playback window. This improvement enables supervisors to review screen recordings more quickly. For more information, see Screen recording overview. This feature requires one of the following subscriptions: 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.
Workforce management and HR Integration System (HRIS) integration
Administrators and contact centre supervisors can now communicate between Genesys Cloud CX workforce management and any external HR system. This integration enables HRIS to maintain the time-off balances while workforce management maintains capacity limits and automatic approvals. For more information, see About Workforce Management, Workforce Management and HR system integration for time-off overview. 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.
Modify the default whisper tone in Architect
Administrators can now modify the Architect default_whisper system prompt. This feature enables administrators to increase the amount of notice that the agents receive and therefore provide more context or notice before the agent interacts live with the customer. For more information, see Modify the default_whisper prompt. This feature has no restriction by user or required user to access.
Real-time alerting for waiting interactions
Supervisors can now receive real time notifications when too many interactions wait in a given queue. This feature enables supervisors to set an alert for the number of waiting interactions in the queue and then determine how to respond; for example, assign additional members to the queue. For more information, see Create an alert rule. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Introducing improved alerting
Supervisors can now use the enhanced and improved alerting functionality to better manage day to day operations. The improved process includes a refreshed user interface; new real time dashboard metrics; the ability to receive alerts in real time when a threshold is not met, rather than at the end of the day; and SMS, email, and toast message improvements to include actionable data and links to detailed reports where applicable. For more information, see Work with alerts. This feature has no restriction by user or required user to access.
Drill down to dashboard performance views
Supervisors can now drill down to performance views from the dashboard’s real time metric widgets. This feature enables supervisors to access detailed information about the performance of the queue, agent, wrap-up code, flow, and flow outcome. For more information, see Add and edit Performance Dashboards. This feature has no restriction by user or required user to access.
Real time alerting based on agent’s after call work duration
Supervisors can now receive real time notifications when an agent spends more time in the after call work than a specified duration. This feature enables supervisors to keep track of the agent’s performance. For more information, see Create an alert rule. This feature has no restriction by user or required user to access.
Improved dashboard create and edit options
Genesys Cloud CX enhanced the analytics dashboards UI functionality to provide a more intuitive, consistent workflow. This feature enables administrators and supervisors to create and edit performance dashboards quickly and easily. For more information, see Add and Edit Performance Dashboards. This feature has no restriction by user or required user to access.
Show or hide top viewed articles in Support Centre
Knowledge administrators can now enable or disable the list of most viewed articles in the Support Centre. This feature enables administrators to have more granular control over which articles to display. For more information, see Display frequently asked questions, and About the support centre. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital.
Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows
Flow authors can now configure logic for a single Genesys Dialog Engine Bot Flow or a Genesys Digital Bot Flow in Architect and incorporate different languages. Flow authors can create, train, and test each language in the bot flow and the associated audio and text prompts. This feature enables flow authors to create one bot with multiple languages support. For more information, see Add a supported language to a flow, Add slot types and utterances to intents for supported languages in a flow, and Build customized output with the Communication Sequence Builder. 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, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Authenticated Messaging Messenger Transport Mobile SDK
Brands can now integrate authenticated messaging in their applications. This enables the agents to provide a personalised experience when they interact with customers using the mobile application. Authenticated customers must log in to the organisation’s website or application on their mobile before they can send a web message to an agent. For more information, see About web messaging, Authenticated web messaging overview, Get started with authenticated web messaging, and Authenticated web messaging attributes. 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.
Auto answer for digital interactions on queues
Administrators can now configure queue settings to automatically answer digital interactions. Currently, administrators can configure agent settings to automatically answer voice interactions; however, a future release will include the ability to configure agent settings to automatically answer digital interactions. For more information, see Auto answer incoming interactions, Create and configure queues. 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.
Call recording and quality management support in Genesys Cloud EX
Organisations that have the Genesys Cloud EX license can now upload call interaction recordings from an external platform to Genesys Cloud CX. This feature enables supervisors to review and apply quality management evaluations to these interactions in the Genesys Cloud CX platform. For more information, see About Genesys Cloud EX and About quality management. The feature requires the following subscription: Genesys Cloud EX.
Integrations
Client information in the embedded clients interaction window
Administrator configurations for the embedded client now display conversation information in the interaction window. For more information, see Interaction window in embedded clients. 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.
Introducing Instagram direct messages for third-party messaging integration
The Genesys Cloud CX for Instagram Direct Messaging integration allows agents to privately respond to messages sent by Instagram users to their Instagram Professional (Business) Account, which they can use to interact with agents using Genesys Cloud CX ACD messaging channels. They can log in to Facebook through Genesys Cloud CX and configure a few settings to connect the Genesys Cloud CX for Instagram Direct Messaging integration to their Facebook business page. For more information, see Configure ACD messaging for Instagram Direct Messaging, Work with message interactions, Messaging pricing, Agents Interactions Detail view, Interactions view, My interactions view, and Queues Interactions Detail view. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Platform
Resource Centre improvements
The Genesys Cloud CX Resource Centre has a new look and feel. Genesys updated the layout, colour scheme, typography, and graphics to improve the overall usability and accessibility of the site. The redesigned Release Notes area makes it easier to find details about current and planned product updates. Existing help content remains in place, and all links and bookmarked pages continue to function normally. For more information, see Genesys Cloud CX Resource Centre, Genesys Cloud CX Release Notes, and About the Resource Centre. This feature has no restriction by user or required user to access.
Telephony Extensions now support Divisions
Administrators can now control extension categorisation based on divisions. Divisions allow administrators to apply more granular permissions to a set of objects, giving them greater control over which users have access to view, edit, create, and delete these configuration objects. For more information, see About access control and Extension assignments. This feature has no restriction by user or required user to access.
Deprecations and announcements
Journey customer service deprecation
On June 7, 2023, Genesys will remove the Customer Service APIs. Genesys replaced these APIs for both Live Now and Journey gadgets. This deprecation does not affect customers unless they use the Customer Service API endpoints. For more information, see Deprecation: Journey customer service deprecation. 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.
Legacy alerting system deprecation
On September 27, 2023, Genesys Cloud CX will remove the legacy alerting system. On June 7, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system. For more information, see Deprecation: Legacy alerting system. This feature requires no additional licensing requirements.
External contact directory pages external organisation logo removal
On August 16, Genesys will remove third-party organisation logos from external contact directory pages. Organisations who use External Contacts will no longer see these placeholder logo images in the Organisation list or the directory page for an Organisation. The organisation name still appears in the text. For more information, see Deprecation: External Organisation Logo Removal from External Contact Directory pages. This feature requires no additional licensing requirements.
LiveNow permission change
On June 21, 2023, Genesys will replace the current Journey > Segment > Edit permission that is required to view Live Now with a new permission, Journey > Recent Sessions > View. For more information, see Deprecation: existing permission to view Live Now replaced by a new permission. 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.
CIDR IP address range for cloud media services expansion
On November 1, 2023, a new CIDR IP address range for use in Genesys Cloud CX media services will be available. This change affects organisations that use Genesys Cloud CX Voice, or BYOC Cloud. Also, these organisations must have a firewall policy in place to only allow traffic from specific IP ranges, and restrict outbound connections from Genesys Cloud CX clients, phones, and Edge devices. For more information, see CIDR IP address range expansion for cloud media services. This feature has no restriction by user or required user to access.
Deprecation: CX digital agent workspace (digital desktop only)
On August 30, 2023, Genesys will turn off permissions to access the CX digital agent workspace originally introduced in November 2022, as well as remove the CX digital agent workspace. Desktop enhancements to the omnichannel CX agent workspace in Fall, 2023 enable Genesys to deliver a single desktop experience to support all types of users. This single, flexible desktop will support voice and digital experiences, and replaces the need for a separate desktop. Future development and enhancements will apply only to the omnichannel CX agent workspace. For more information, see Deprecation: CX digital agent workspace. This feature requires one of the following subscriptions: Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital.