Latest Updates to Genesys Cloud CX

JULY 2023

This month, key enhancements focused on improving the quality management aspects of Genesys Cloud CX. Namely, the native voice transcription accuracy has been improved for standard English dialects, including en-AU, en-GB, en-US, and en-ZA. This improvement provides a higher degree of accuracy and confidence for quality evaluation teams when reviewing interaction transcripts.

The improvements have been based on extensive training data captured by the Genesys Cloud CX transcription engine.

Specify a Canadian address as a remote emergency address

Agents who use Genesys Cloud CX Voice and work remotely can now set a Canadian address as their remote emergency address. This feature is compliant with the Ray Baum’s Act, which specifies regulatory requirements to ensure a dispatchable location exists with 911 calls to dispatch centres. For more information, see Set your Emergency Address when working remotely and Does Genesys Cloud CX support Ray Baum’s Act?. This feature has no restriction by user or required user to access.

 

Contact Centre

Extended voice transcription services support for additional English dialects and German Switzerland

Extended voice transcription services support is now available for English Hong Kong (en-HK), English Ireland (en-IE), English New Zealand (en-NZ), and English Singapore (en-SG), and for German Switzerland (de-CH). Extended voice transcription services incur an additional cost per minute. Register for EVTS through the Genesys AppFoundry. 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.

 

Improved native voice transcription accuracy for specific English dialects

Genesys Cloud CX improved native voice transcription accuracy for these English dialects: Australia (en-AU), Great Britain (en-GB), United States (en-US), 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, or Genesys Cloud CX 2 WEM Add-on 1.

 

Trigger process automation from any evaluation State Change

Process automation can now be triggered from all evaluation state changes (Create, Complete, Release, Agent sign off, Revise, Delete, Update to Evaluator or agent comments). This capability offers a flexible approach that allows organisations to author their own triggered event-based workflows. In this way, organisations can customise workflows according to their own business-specific needs. For more information, see About quality management. 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.

 

Assign a permission to grant a role to a user by division

Division-Aware Role Management setting allows customers to require an admins’ role to be scoped to the division they assign to other users’ roles. For more information, see Enable division-aware role management. This feature has no restriction by user or required user to access.

 

Architect user interface refresh

Architect has a new look and feel. Improvements to the user interface enhance the functionality and provide a more visually intuitive experience. The interface is compatible with all types of user backgrounds and contains foundational changes that set the stage for future improvements. Existing functionality remains unchanged, and navigation to favourite menus, toolbox, and panel locations remains the same. The New Architect toggle in the user interface that allows users to switch between the old version and the new version is available until August 12, 2023. Rolling changes to Resource Centre article images will occur over the next several months. For more information, see Architect modernised user interface and About Architect. This feature has no restriction by user or required user to access.

 

Configure new conditional group routing method

Contact centre administrators can now route interactions via the new conditional group routing (CGR) routing method. Administrators can use CGR to dynamically expand the target pool of agents by including agents shared between different queues. This routing method helps contact centre managers manage the load of queues during peak times. CGR borrows shared agents from different queues but does not compromise the queue KPIs. Contact centre managers and supervisors can view CGR data in the Routing Rule column. For more information, see Conditional group routing overview and the Available Columns section in the Interactions view article. 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 2 Digital or Genesys Cloud CX 3 Digital

 

Touchpoint variations for knowledge workbench articles

Knowledge authors can now use touchpoint variations on individual knowledge base articles to customise content in an article for bots, Agent Assist, Support Centre, and the Knowledge App for Messenger. This feature enables authors to tailor the knowledge experience depending on how the customer receives the information, whether they connect with an agent or opt for self-service. For more information, see Touchpoint variations overview, and Add a touchpoint variation to a knowledge base article. 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.

 

Collaborate chat quick access for recent chat messages

Supervisors can now rThe Collaborate chat quick access feature provides Communicate users with a keyboard shortcut option for swift access to their recent messages. Additionally, users can utilise a single-click option to work with this convenient feature. For more information, see Use chat quick access. This feature has no restriction by user or required user to access.

 

Real-time Interactions data export

Administrators and supervisors can now export interaction data in real-time, including the current-day’s interactions. For more information, see Interactions view, My Interactions view, Queues Interactions Detail view, and Agents Interactions Detail view. This feature requires no restriction by user or required user to access.

 

Agent evaluation details export generation for multiple agents

Supervisors can now generate an exported file of agent evaluation details for multiple agents in a single export. This feature enables supervisors to easily view and analyse completed and released evaluations for more than one agent during a specific time period. For more information, see Export view data. This feature requires no restriction by user or required user to access.

 

Workforce management business unit and service goal template impact override settings

Workforce management implemented upper and lower service goal limits for future automated and self-scheduling features. Administrators can now configure these settings globally at the business unit level and at the lower level of the service goal template to help protect service goals for specific lines of business, where required. A future release will enable administrators to use an automated and self-scheduling functionality and know that the resulting impact is within a pre-approved service goal range. For more information, see Service goal templates overview, Add a business unit, Add a service goal template, and Navigate through the service goal template page. 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.

 

Increased limits for workforce management dimensions

Workforce management increased the maximum allowable number of some configuration items. With this release, the maximum value for business units per organisation goes from 50 to 250, management units per business unit goes from 10 to 20, agents per business unit goes from 5,000 to 6,000, and agents per management unit goes from 1,500 to 2,000. Genesys did not adjust default limits. Administrators who wish to increase the limits in the organisation must open a ticket with Customer Care. For more information, see Limits in the Developer Centre. 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, Genesys Cloud EX.

 

Topic miner Spanish language support

Topic miner is now available for Spain Spanish (es-ES) and United States and Latin America Spanish (es-US). This feature enables analysts to use the mined data to create new topics or improve existing topics, specifically for Spanish interactions. 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, or Genesys Cloud CX 3.

 

Integrations

 

Sentiment analysis in Google Cloud Dialogflow CX integrations

Administrators and bot authors can now enable sentiment analysis in Google Cloud Dialogflow CX integrations. Sentiment analysis captures the perception of customer phrases and enables the organisation to gain valuable insight into the customer experience and use the information to improve service delivery. For more information, see Configure and activate the Google Cloud Dialogflow CX integration in Genesys Cloud CX. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

 

Platform

 

Genesys Cloud CX is FedRAMP Authorised at the Moderate Impact Level

Genesys Cloud CX deployments in AWS US-East-2 are now FedRAMP Authorised at the Moderate Impact Level. The Federal Risk and Authorisation Management Program (FedRAMP) provides a standardised approach to security authorisations for Cloud Service Offerings. For more information, see FedRAMP compliance. 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, or Genesys Cloud CX 3.

 

Suppress call recordings during IVR flow and in-queue segments

Administrators and flow authors can now disable call recording during the IVR flow and waiting in queue portions of the interaction. This feature enables the organisation to enhance consumer protection and manage privacy controls, and allows for more efficient recording, transcription, processing, and storage. For more information, see Call recording in Genesys Cloud CX overview. 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 1 WEM Add-on I, or Genesys Cloud CX 3.

 

Deprecations and announcements

 

Updated Genesys Cloud CX screen iconography

On July 8, as part of an ongoing effort to improve accessibility, Genesys Cloud CX will update the icons library to meet the latest UX standard. As a result, most icons will change slightly. Changes to some icons will be more visible than others. For more information, see the Genesys Community post.

 

Deprecation of legacy Dialog Engine 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 17, 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: Genesys Dialog Engine. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

 

Deprecation of legacy Dialog Engine

On July 17, 2023, Genesys removed the legacy Genesys Dialog Engine. 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: Genesys Dialog Engine. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.