Latest Updates to Genesys Cloud CX

MAY 2023

In the spotlight for this month’s feature release are Genesys’ latest advancements in back-end features, which aim to empower customers with enhanced language capabilities through digital and voice bots. These improvements include expanded functionalities, such as flows and transcription services, and notable enhancements in email handling. Additionally, the highly anticipated release of screen recording for web clients has arrived, marking a significant milestone for Genesys. Please refer to the detailed summary below for a comprehensive overview of all the releases and upcoming deprecations..

 

Communicate

Support for MDM browser authentication for Communicate for iOS

Communicate for iOS now supports additional mobile device management browser authentication for customers with MDM requirements. For more information, see FAQs: Communicate for iOS. This feature has no restriction by user or required user to access. 

Additional ringtone options for Communicate for iOS and Android

Genesys Cloud CX added ten new ringtone options to Communicate for iOS and Android mobile applications. These additional choices allow users to select a different ringtone than their nearest co-worker. For more information, see FAQs: Communicate for Android and FAQs: Communicate for iOS. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Message Waiting Indicator improvements

Genesys Cloud CX improved the reliability of Message Waiting Indicator (MWI) behaviour for managed hardware phones. This improvement removes the Unsolicited NOTIFY option, which simplifies the MWI setting. For organisations with hardware phones that are configured to use the Unsolicited NOTIFY option, the setting migrates to an enabled state automatically. For more information, see Configure the Message Waiting Indicator setting. This feature has no restriction by user or required user to access.

 

 

Contact Centre

Additional voice transcription accuracy for Arabic

Genesys Cloud CX improved voice transcription accuracy for Arabic dialects (ar-WW). For more information, see Genesys Cloud CX supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX User 3, Genesys Cloud CX User 1 WEM Upgrade II, or Genesys Cloud CX User 2 WEM Upgrade 1.

Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud CX Background Assistant

Administrators can now screen record agents when they use Microsoft Edge Chromium or Firefox as the web browser of the Genesys Cloud CX web app and run Genesys Cloud CX Background Assistant (GCBA) in the background. Also, administrators can screen record agents when they use Genesys Cloud CX for Chrome, Genesys Cloud CX for Firefox browser extensions and run GCBA in the background. For more information see Genesys Cloud CX system requirements, Genesys Cloud CX Background Assistant (GCBA) release notes, and Genesys Cloud CX Background Assistant (GCBA) 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.

Automatically reschedule time zone skipped contacts

Contact centre managers can now automatically reschedule time zone skipped contacts to the next appropriate time that the system can attempt to dial the contact. For more information, see Reschedule time zone skipped contacts. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Historical adherence and shrinkage view updates for teams

Administrators and contact centre supervisors can now enable team reporting in the workforce management’s historical adherence and shrinkage views. This feature allows supervisors to filter agents in a team and efficiently view data over time, providing consistency with other workforce management reports and functionality. Additional updates to the historical adherence view and the historical shrinkage view include changes to the adherence over time charts to make it easier to view at a glance. For more information, see Navigate the historical adherence view, Access the historical adherence view,  Access the historical shrinkage view, and Navigate the historical shrinkage view. 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.

Route email to multiple destinations

Administrators can now define whether an inbound email that contains multiple recipients and belongs to multiple destinations routes to all destinations in the email, such as queues or flows. For more information, see Route email to multiple destinations. 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.

Improved analytics email data with CC/BCC details

Contact centre supervisors and managers can now view email CC and BCC recipients included in an email interaction. CC information appears for both the inbound and outbound emails, while BCC information appears for the outbound email only. For more information, see Interactions view, Queues Interactions Detail view, and Agents Interactions Detail view. 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.

Improved voice transcription accuracy for English language regions

Genesys Cloud CX improved digits and numbers voice transcription accuracy for most English language regions, including the United States (en-US), Great Britain (en-GB), Australia (en-AU), and South Africa (en-ZA). For more information, see Genesys Cloud CX supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I.

Gamification metrics creation workflow improvements

Performance management administrators can now set the appropriate level of precision for their performance management metrics. Additionally, administrators can now select which units to use for their time-based metrics. These improvements allow administrators to measure performance more accurately. For more information, see Configure gamification profile metrics. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 1 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud EX.

Enhance predictive routing accuracy with participant data

Administrators and contact centre supervisors can now use participant data to enhance the accuracy of predictive routing decisions. This feature enables administrators assign attributes to customer data that Genesys Cloud CX uses to make routing decisions. For more information, see Optional sources of data for predictive routing. 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, Genesys Cloud CX AI Experience.

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Ireland (en-IE), New Zealand (en-NZ), and South Africa (en-ZA). 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 CX 3, or Genesys Cloud CX 3 Digital.

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Danish Denmark (da-DK), Norwegian Norway (nb-NO), Swedish Sweden (sv-SE), and Turkish Turkey (tr-TR). 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 CX 3, or Genesys Cloud CX 3 Digital.

Agent email editor enhancements

Agents can now view improvements to the email editor, including attachments at the top of the editor, more details in incoming email headers such as To and CC, and better subject line visibility. For more information, see Reply to an email message interaction. 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.

Email signatures appended to agent email

Administrators can now configure an email signature to follow an agent’s response immediately. This feature lets agents view and edit the email signature directly in the editor. For more information, see Use the organisation’s email domain name. 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.

Set SMS Phone Number pre-contact digital rule action

Outbound administrators can now use a new Set SMS Phone Number pre-contact digital rule action to change the sender’s SMS phone number for a contact when the campaign determines that the rule condition is True. This digital rule action allows administrators to run a single campaign with one contact list and then use the rule to change the sender SMS phone number for contacts that meet defined conditions. For more information, see Configure digital rule actions in Configure rule actions. This feature requires one of the following subscriptions: Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital.

Perform multiple actions on an email

Agents can now perform multiple actions on a single email before disconnecting and wrapping up the interaction, including multiple replies and forwards. For more information, see Use the organisation’s email domain name. 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.

Add and remove flexibility for email history in agent emails

Administrators now have more control over when they want to include or exclude message history from an email an agent sends on behalf of a queue. This feature adds these options for email configuration: Always auto-include message history with each agent’s response, Never include message history with each agent’s response, and Let agents decide for each response (default). For more information, see Use the organisation’s email domain name. 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.

Introducing Queue Wrap-up Summary Report

Supervisors can now view and export the wrap-up performance data grouped by each queue. The supervisors can use this data to determine the queue performance issues with specific wrap-up codes in one or more queues. For more information, see Queues Wrap-up detail view, and About wrap-up codes. This report also replaces the canned Queue Wrap-up Summary report, which will soon be deprecated—no Restriction by User or Required User to Access.

Introducing static download links for export

Users can now download the scheduled export’s CSV from a static link. Users can leverage the dynamically configured UI views and use the static link to reference the data within their preferred BI tools. The static link simplifies the export process for business users. For more information, see Generate static link and Export view data—no Restriction by User or Required User to Access.

 

Platform

Identify unused roles and permissions in the Admin UI

Administrators can now identify user-assigned roles and role-assigned permissions that have not been used in the last 30 days. This information helps administrators determine which permissions and roles to remove to reduce security risks and lower costs. For more information, see Identify unused roles and permissions. This feature has no restriction by user or required user to access.

Display number of interactions routed via non-predictive routing method due to timeout

Administrators and supervisors can now view the predictive routing queue detail report when queues are set for predictive routing to review interactions that were routed via the non-predictive routing mechanism due to timeout or an insufficient number of agents. Previously, this report displayed a collective number of interactions that were routed via non-predictive routing, including interactions that were routed using a non-predictive routing method to perform a comparison test or ongoing value monitoring test. For more information, see View predictive routing queue detail report. 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, and Genesys Cloud CX AI Experience.

 

Integrations

8×8 integration

The 8×8 integration is now available for Genesys Cloud CX. Genesys Cloud CX users can view and search 8×8 users in directories, view the presence of 8×8 users, and make calls between 8×8 and Genesys Cloud CX. For more information, see About the 8×8 integration. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3.

Improved United Communication Integration presence for Microsoft Teams, Zoom and 8×8

Administrators can now use the improved United Communication integration to retrieve presence values for SCIM users from external systems such as Microsoft Teams, Zoom, and 8×8. When the Genesys Cloud CX SCIM user is not logged into Genesys Cloud CX, Genesys Cloud CX displays the user’s external presence throughout Genesys Cloud CX. For more information, see About the Unified Communication tools integrations. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Support for JSON format output in trigger notifications

Developers and administrators can configure the triggers to provide complete JSON format output for the notification of the invoked workflows. This feature enables administrators to facilitate the use of more complex topics within Genesys Cloud CX. For more information, see Triggers Overview in the Developer Centre. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Trigger creation support for user activity topic

Developers and administrators can now create triggers for the v2.users.{id}. activity notification topic. This feature enables administrators to facilitate the use of more complex topics within Genesys Cloud CX. For more information, see Triggers Overview in the Developer Centre. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

 

Deprecations and announcements

BYOC Premises—Customer VM Solution deprecation

On November 3, 2023, Genesys will remove the ability to deploy Genesys Cloud CX BYOC Premises—Customer VM Solution. On May 3, 2024, existing Genesys Cloud CX BYOC—Customer VM Solution deployments will no longer operate. Genesys recommends that existing Customer VM Solution customers transition to a cloud deployment telephony connection option, either Genesys Cloud CX Voice or BYOC Cloud. For more information, see Deprecation: BYOC Premises—Customer VM Solution. This feature has no restriction by user or required user to access.

Search Audits view deprecation

On August 15, 2023, Genesys will remove the Search Audits view, an independent Audit view for Documents. Genesys replaced the Search Audits view with the Audit Viewer. For more information, see Deprecation: Search Audits view. This feature has no restriction by user or required user to access.

Search Audits APIs deprecation

On August 21, 2023, Genesys will remove the Search Audits APIs, independent Audit APIs for events. Genesys replaced the APIs with platform/audit APIs found in the Developer Centre. This feature has no restriction by user or required user to access. For more information, see Deprecation: Search Audits APIs. This feature has no restriction by user or required user to access.

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. Therefore, this deprecation only affects customers if 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.

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.

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. 

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.

Legacy Genesys Dialog Engine deprecation postponement

On February 22, 2023, Genesys announced that it would remove the legacy Genesys Dialog Engine on May 29, 2023. Genesys has postponed the removal date to July 3, 2023. Genesys replaced the legacy Genesys Dialog Engine with Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows. 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: Legacy Genesys Dialog Engine. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Mandatory US and Canada SMS/MMS registration

Genesys Cloud CX organisations with the United States and Canada 10-digit long code (10DLC) SMS-enabled numbers must submit a registration form to avoid outbound message blocking after July 5, 2023. Organisations must complete all fields to submit a form and include specific details. Genesys will return forms with missing or unclear information, which may cause delays in completing registration before July 5, 2023. To request the registration form, send an email to GenesysCloudSMS@genesys.com. For more information, including a tip sheet on how to complete the registration form, see Genesys Cloud support of 10DLC (10-Digit Long Code). This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.