MAY 2023

This month, Genesys has unveiled an array of features encompassing improvements in reporting and analytics, global language support, quality assurance, and artificial intelligence. As part of our monthly update summary, we have compiled a guide with all the releases and upcoming deprecations.

Contact Centre 

Introducing the Data Actions Performance views 

Contact centre managers and supervisors can use the new Data Actions Performance Summary and Data Actions Performance Detail views to see data about usage, responsiveness, or failure rates for data actions, historically or in near real-time. This information enables managers and supervisors to identify problems, such as expired credentials, proactively. The historical tracking characteristic of this view allows managers and supervisors to determine if activities such as CRM data cleaning led to improved data action failure rates. For more information, see Data Actions Performance Summary view and Data Actions Performance Detail view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Introducing new Topic tab in agent, queue, and flow summary and detail views 

Administrators and supervisors can now use the new Topic tab in agent, queue, and flow summary and detail views to analyse speech and text analytics data across key contact centre analytics views. This feature transforms topic data into aggregated metrics that provide insights into call reasons, organisational challenges and agent skills, and performance and behaviours. For more information, see About reports, views, and dashboards. 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. 

Extended voice transcription services support for Arabic and Hebrew right-to-left languages 

Extended voice transcription services support is now available for Arabic Saudi Arabia (ar-SA), Arabic Bahrain (ar-BH), Arabic Egypt (ar-EG), Arabic Israel (ar-IL), Arabic Tunisia (ar-TN), and Hebrew Israel (he-IL). Extended voice transcription services incur an additional cost per minute. For more information, see Genesys Cloud CX supported languages and Configure voice transcription. 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. 

Topics and phrases support for Arabic right-to-left languages 

Topics and phrases support is now available for Modern Standard Arabic (ar-001), Arabic United Arab Emirates (ar-AE), Arabic Bahrain (ar-BH), Arabic Egypt (ar-EG), Arabic Israel (ar-IL), Arabic Saudi Arabia (ar-SA), and Arabic Tunisia (ar-TN). For more information, see Genesys Cloud CX supported languages. 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. 

The limit for the number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations. 

Genesys Cloud CX expanded the per agent, per day limit to 50 for the number of times that a supervisor or quality administrator can evaluate an agent with ad-hoc and policy-based evaluations. If the number of evaluations created in a single day reaches the limit, then the evaluator cannot create additional ad-hoc evaluations for the agent. For more information, see Create a new evaluation. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital. 

Data action in rule conditions for digital campaigns 

Outbound administrators can now use data actions in pre-contact rule conditions in outbound digital campaigns. For more information, see Use a digital rule to evaluate information from a data action. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX3, or Genesys Cloud CX 3 Digital. 

Notification message for conversation disconnect 

Administrators can now enable notification messages to notify customers when the conversation was disconnected by an agent or Architect flow. Administrators can further configure conversations to disconnect into a read-only state, allowing customers to read the previous messages and begin a new conversation if necessary. For more information, see Configure Messenger. 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. 

External contacts Profile tab updates 

Genesys Cloud CX improved the profile tab for external contacts. The profile tab now displays other contacts matching the external contact identifier, such as those with the same phone number. The user interface also contains an update that prompts agents to create an external contact and save the details when no external contact matches the interaction identifier. For more information, see Single customer view overviewExternal contact management scenarios, and Genesys Community. 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. 

Import question and answer FAQs from URLs 

Knowledge authors can now import question-and-answer pairs (FAQs) into a knowledge base via a public URL. This feature enables knowledge authors and administrators to build the knowledge base more quickly with existing online content, review and edit imported content, and find missing questions before the final import. For more information, see Import or export articles in a knowledge base v2. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud AI Experience. 

Campaign performance views for agents 

Campaign managers can now use the Campaign performance summary and detail views to see current and past campaign metrics and data. Agents can also review current and past activity and statistics for a specific campaign or a group of campaigns. For more information, see Campaign performance summary view and Campaign performance detail view. This feature requires no restriction by user or required user to access. 

Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows 

Flow authors can now add and configure a collection of prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows. This feature enhances the customer experience by enabling the bot to ask varied, consecutive questions to determine the customer’s intention. For more information, see Work with Genesys Dialog Engine Bot Flows and Work with Genesys Digital Bot Flows. 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, or Genesys Cloud CX 3 Digital. 

Add Max No Input task to Architect bot actions. 

Flow authors can now add a Max No Input branch to the Ask for Intent, Ask for Slot, and Ask for Yes/No actions in Genesys Dialog Engine Bot Flows and to the Ask for Slot, Ask for Yes/No, and Digital Menu actions in Genesys Digital Bot Flows. This feature enables flow authors to handle flow logic at the task level and provides more granular control over the event. Previously, this configuration existed only in the User Input settings. For more information, see Ask for Intent actionAsk for Slot actionAsk for Yes/No action, and Digital Menu action. This feature requires one of the following subscriptions: 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, or Genesys Cloud CX 3 Digital. 

Performance insights view 

Administrators and supervisors can use the new Insights view to compare how agents perform key measures. Supervisors can view the overall performance of agents compared to their goals, track agent improvement, assign learning modules, schedule coaching sessions, and directly follow up with agents via chat. For more information, see Agent activity insights. This feature requires one of the following subscriptions: Genesys Cloud CX1 WEM Add-on II, Genesys Cloud CX2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX. 

Filter by evaluation form name 

Administrators and supervisors can now filter for evaluation form name, instead of names, in the My Evaluations view and then inspect performance data about the selected evaluation forms. For more information, see Agents Evaluation Summary view and My Evaluations view. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital. 

Generative AI to summarise agent digital interactions 

Genesys Agent Assist provides generative AI to summarise agents’ digital customer interaction. Agents can reduce ACW by using this summary during the wrap-up. This feature uses generative AI to summarise the key aspects of the conversation. For more information, see Create a conversation summary with 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. 

New workforce management scheduling menu 

Administrators and contact centre supervisors can now easily navigate to schedules and shift trades view. These options appear under the Workforce Management > Scheduling menu on the left side of the page. 

For more information, see Work with workforce management schedulesFilter and sort shift trade requests, and Approve or deny a shift trade. 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 3, or Genesys Cloud EX. 

Automatic language detection for digital interactions 

Genesys Cloud CX now automatically detects the language in digital interactions via machine learning algorithms and then applies the appropriate sentiment analysis and topic spotting. Also, the content search categorises interactions by language, rather than marking them as unknown. For more information, see Work with a digital transcript. 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. 

Bulk changes to knowledge base question and answer articles 

Knowledge authors can now edit multiple knowledge base question and answer articles. For more information, see Edit multiple knowledge base articles at once. 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, or Genesys Cloud CX 3 Digital. 

Copy an existing evaluation or web survey form. 

Quality administrators can now have the ability to copy an existing evaluation or web survey form, which they can update and publish as necessary. For more information, see the documentation: Copy an evaluation form and Copy a web survey form. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital. 

Canned responses source code/HTML editor 

Administrators and canned response authors can now use the HTML source code editor to create and manage content. The HTML source code editor is available in the following response types: Standard, Campaign Email Template, and Footer. For more information, see Format canned responses. 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. 

Access to Queue Agent Details View by division membership 

Administrators can now use divisions to control which users can view and export information from the Queue Agent Details View. This constraint ensures that users may only view agent information if their role is scoped to the same division as the agent. For more information, see Queues Activity Detail view. This feature has no restriction by user or required user to access. 

Platform 

Automatic inactivity timeout improvement 

Genesys Cloud CX improved the automatic inactivity timeout. This improvement ensures that certain system API calls no longer reset the inactivity timeout. Additionally, the inactivity timeout does not apply to client credential grant types. For more information, see Set an automatic inactivity timeout. This feature has no restriction by user or required user to access. 

Maximum voicemail recording length setting 

Administrators can now set the maximum length for voicemails to up to 15 minutes. The extended length allows callers to provide more information in voicemail recordings. For more information, see Set the maximum voicemail length. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.  

Single sign-on configuration enhancement 

Contact centre managers can now use drag-and-drop functionality to easily upload X.509 certificates for Genesys Cloud SSO integration configuration. For more information, see Supported single sign-on integrations in About single sign-on. This feature has no restriction by user or required user to access. 

Integrations 

Nuance Mix integration support in Australia 

In alignment with Nuance, Genesys Cloud CX now supports the Nuance Mix integration in Australian regions. Administrators and contact centre managers in Australia can now configure the Nuance Mix integration for their organisations. For more information, see About the Nuance Mix integration. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Introduction of OAuth 2.0 for custom SMTP integration 

Organisations that use a custom SMTP integration to send emails can now use OAuth 2.0 to authenticate. Administrators can choose between basic authentication and OAuth 2.0 when they activate the SMTP server integration. For more information, see Configure and activate the custom SMTP server integration. 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. 

Deprecations and announcements 

Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement 

Genesys announced on February 1, 2023, that it will end support for the Windows 8 and 8.1 operating systems for the Genesys Cloud CX desktop app on May 31, 2023. Genesys has postponed this date to October 10, 2023, in alignment with Microsoft’s end of support for Windows Server 2012/2012 R2. For more information, see Deprecation: Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app. This feature has no restriction by user or required user to access. 

Customer journey tab replacement 

On April 26, 2023, Genesys removed the original Customer Journey tab for Predictive Engagement organisations and replaced it with an enhanced tab. The new, enhanced Customer Journey tab view replaces the original version and is available to users with the new External Contacts > Session > View permission. The tab gives a visual representation of a customer’s journey on a tracked website. The original Customer Journey tab is no longer available in Live Now, Agent CX agent workspace, Interactions view, and Salesforce embedded view interfaces. For more information, see Deprecation: former customer journey tab. This feature also 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.