Improvements to Digital Channels and Knowledge Surfacing Capabilities.
MARCH 2023
Communicate
Require the WebRTC Media Helper
Telephony administrators can now require the use of the WebRTC Media Helper. When administrators enable the Require WebRTC Media Helper setting, users must have an active and connected media helper to make or receive a call. A connected media helper prevents audio traffic from streaming through Virtual Desktop Infrastructure (VDI), which can introduce audio quality degradation. For more information, see Require WebRTC Media Helper. This feature has no restriction by user or required user to access.
WebHID technology for Jabra headsets re-enablement
On December 14, 2022, Genesys released a feature to install and use WebHID with Jabra headsets in the Chrome web browser. Due to technical issues, Genesys temporarily removed this feature on December 16, 2022. Genesys has now re-enabled the feature. With this feature, Genesys Cloud CX prompts current Jabra headset users who use the Chrome web browser to use WebHID. Jabra headset users who use the desktop app are not affected. For more information, see Configure a Jabra headset. This feature has no restriction by user or required user to access.
Contact Centre
Participant names and avatars in Genesys Messenger
Administrators can now add participant names and avatars to agents and bots. The names and avatars appear to customers who interact via Messenger. Administrators can specify bot names and avatars in the Messenger configuration, and administrators and agents can specify agent names and photos in each agent profile. If administrators and agents do not configure bot and agent message names and avatars, Messenger displays the default name and avatar. For more information, see Configure messenger, Add an agent name and image, and How does Messenger determine which participant name and avatar to display?. 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.
Sentiment data in Topic Trends views
Contact centre managers and supervisors can now view sentiment data in the Topic Trends Summary and Topic Trends Details views. This data provides insight into a customer’s experience throughout interactions that relate to a topic. For more information, see Topic Trends Summary view, Topic Trends Details view, and About sentiment analysis. 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.
Automatic knowledge surfacing with Genesys Agent Assist
Agents can now use automatic knowledge surfacing in the Genesys Agent Assist panel on the CX and CX digital agent workspaces. Automatic knowledge surfacing offers agents knowledge articles in real-time based on a customer’s responses. Agents can browse the suggested articles and then click to copy them into the interaction. For more information, see Surface knowledge automatically with the Genesys Agent Assist and About Genesys Agent Assist. 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.
Cards and carousels in the CX digital agent workspace
Agents can now view cards and carousels in the CX digital agent workspace. Cards provide a more sophisticated description of products and services by introducing images, titles, body texts, and optional referrals to external websites. Carousels present a curated set of card options for customers to scroll through and select. Cards and carousels enable customers to understand available options and make selections, which enhance the customer’s automated experience and resolve problems. For more information, see Work with cards in bot conversations and Work with carousels in bot conversations. This feature requires one of the following subscriptions: Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital.
Images and email addresses as hyperlinks in knowledge-base articles
Knowledge authors can now add images and email addresses as hyperlinks within articles. The image hyperlink feature enhances the customer experience by engaging them with visual content such as products and offers. The email address hyperlink feature enables customers to quickly reach appropriate organisation members. For more information, see Add question and answer articles to a knowledge base V2 and Format a knowledge base V2 question and answer article. 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.
Jump to reusable tasks in Genesys Dialog Engine Bot flows
Bot authors can now use the Jump to Reusable Task action in Architect to route bot flows to previously configured tasks. This feature improves the process of building large flows and creating the ability to return to a main menu. For more information, see Add a Jump to Reusable Task action to a task and Jump to Reusable Task action. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Encrypt and decrypt data in Architect flows
Administrators and contact centre managers can add their AWS KMS symmetric key in Genesys Cloud CX and then use the Encrypt Data action and Decrypt Data action in Architect flows, excluding bot flows, to encrypt and decrypt data. This feature adds an additional layer of security to customer data. For more information, see Use an AWS KMS symmetric key for conversations, Write formatted JSON with the Architect JSON literal editor, Encrypt Data action, and Decrypt Data action. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, and Genesys Cloud CX 3.
Mine topics from messaging transcripts
Administrators can now mine topics from messaging transcripts, in addition, to call and chat transcripts. This feature enables analysts to use the mined data to create new topics or improve existing topics and minimises the need to rely on business process knowledge and manual messaging review. For more information, see Add a new topic miner and About the 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, or Genesys Cloud CX 3.
Intent miner German language support
Intent miner is now available for German (de-DE). For more information, see Genesys Cloud CX supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Status metrics for multiple queues on Performance Dashboards
Contact centre managers and supervisors can now view status metrics across multiple queues in one widget on their Performance Dashboards. This feature displays agent status metrics in real-time across multiple queues in one widget and allows managers and supervisors to allocate resources efficiently. Previously, widgets displayed agents’ status for only one queue at a time. For more information, see Add and edit Performance Dashboards. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud EX.
Support for capitalisation and punctuation in native voice transcription for English transcripts
Genesys native voice transcription in English now adds capitalisation, periods, question marks, and commas where applicable. This improvement enhances transcript readability and does not impact sentiment analysis, topic spotting, or content search performance. For more information, see Work with a voice transcript. This feature requires one of the following subscriptions: Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Improved sentiment analysis for English
Genesys Cloud CX updated its English sentiment analysis model. The updated model uses context from surrounding phrases to improve the detection rates of positive and negative sentiments. The use of context means that the same phrase in different interactions can have different scores. This update affects both sentiment scores and trends. For more information, see About sentiment analysis. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Knowledge workbench Dutch language support
Knowledge workbench is now available for Dutch (nl-NL). For more information, see Genesys Cloud CX supported languages. 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 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Improved interval granularity for a specific time span during performance metrics exports
Contact centre managers and supervisors can now select different interval lengths for a selected time period for a scheduled export. This feature gives them more control over exported data and more granular insight into exported data from larger time periods. For more information, see Export view data. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Improved module scheduling
Contact centre managers can now set recommended completion times for development and feedback modules. If the organisation enables workforce management, managers can also search for the optimal times for agents to complete the modules and add modules on agents’ schedules. For more information, see Create a development and feedback module and Assign 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, or Genesys Cloud EX.
Scorecard tab improvements in the agent activity view
Agents can now more easily view and understand their attendance in the Scorecard tab in the agent activity view. Changes include better colour coding, different shapes, and a colour key. This change does not affect the workflow or functionality of the view. For more information, see Agent activity overview. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Platform
Email notifications for Genesys Cloud CX terms and conditions, privacy policies, and security policies updates
Customers and partners can now subscribe to email notifications about the Genesys Cloud CX terms and conditions, privacy and security policies. Genesys sends automated emails to subscribers whenever these pages update in the Resource Centre. For more information and to subscribe to these updates, see Genesys Cloud CX Services terms and conditions, Genesys Cloud CX privacy policy, or Genesys Cloud CX security policy. This feature has no restriction by user or required user to access.
Deprecations and announcements
Windows 8 and 8.1 support for the desktop app deprecation
On May 31, 2023, Genesys will end support for the Windows 8 and 8.1 operating systems for the Genesys Cloud CX desktop app. For more information, see Deprecation: Windows 8 and 8.1 support for the desktop app. This feature has no restriction by user or required user to access.
Identify Journey SDK method in Predictive Engagement deprecation
On January 31, 2023, Genesys removed the identify Journey SDK method that Genesys Cloud CX uses to add information to a customer record. Organisations that use the identify method are affected. For more information, see Deprecation of identify Journey SDK method. 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, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
API endpoint change for local key settings in recording service
On February 1, 2023, Genesys removed legacy endpoints for local key management in the recording APIs. Unified endpoints for key configuration of different encryption types replaced the legacy endpoints as part of the April 2022 release of the “Bring your own keys” for recording encryption feature. For more information, see API endpoint change for local key settings in recording service. This feature has no restriction by user or required user to access.
CIDR IP address range for cloud media services expansion postponement
On October 19, 2022, Genesys announced purchasing an additional CIDR IP address range for use in Genesys Cloud CX media services. The take-effect date is now March 1, 2023. This change affects organisations that use Genesys Cloud CX Voice or BYOC Cloud and have a firewall policy to allow only traffic from certain IP ranges and restrict outbound connections from BYOC Cloud SBCs, Genesys Cloud CX clients, phones, and Edge devices. For more information about how to prepare for this expansion, see CIDR IP address range expansion for cloud media services. This feature has no restriction by user or required user to access.
Canned reports deprecation date updates
On June 22, 2022, Genesys Cloud CX announced migrating canned reports to dynamic view exports. To allow for more time to achieve functional parity between canned reports and view exports, Genesys is modifying the deprecation plan. The deprecation notice includes updates to the deprecation dates for each report. For more information, see Deprecation: Canned reports. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.
journeyCustomer cookie id from GDPR API subjects response deprecation
On May 22, 2023, Genesys will change the GDPR API subjects endpoint, /api/v2/gdpr/subjects, so that it no longer provides the journeyCustomer cookie id. For more information, see Deprecation: journeyCustomer cookie id from GDPR API subjects response contract. This feature requires one of the following subscriptions: Genesys Cloud CX 3 or Genesys Cloud CX AI Experience.
Genesys legacy Dialog Engine deprecation
On May 29, 2023, Genesys will remove the legacy Genesys Dialog Engine. Genesys replaced the legacy Genesys Dialog Engine with Genesys Dialog Engine Bot Flows and Digital Bot Flows. The replacements are advanced solutions that include more features than the legacy version. The deprecation affects customers who use the original Genesys Dialog Engine. Genesys recommends that affected customers create a backup of their latest bots in production. For more information, see Deprecation: Genesys legacy Dialog Engine. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.
Customer Journey tab replacement
On April 26, 2023, Genesys will remove the original Customer Journey tab for Predictive Engagement organisations. The tab visually represents a customer’s journey on a tracked website. The original Customer Journey tab will no longer be available in Live Now, Agent CX agent workspace, Interactions view, and Salesforce embedded view interfaces. A new, enhanced Customer Journey tab view replaces the original version and is available to users with the new External Contacts > Session > View permission. For more information, see Deprecation: former customer journey tab. 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.
Knowledge workbench V1 deprecation
On May 29, 2023, Genesys will remove the knowledge workbench V1. Genesys replaced the knowledge V1 with the knowledge workbench V2 which includes enhanced features and improved functionality. The deprecation affects customers who use the original Genesys knowledge workbench V1 through Genesys Dialog Engine Bot Flows and customers who use Genesys knowledge workbench V1 through the legacy Genesys Dialog Engine. Genesys recommends that affected customers create a backup of their knowledge workbench V1. For more information, see Deprecation: Knowledge workbench V1. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
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