Exploring the Latest Updates and Features in Genesys Cloud CX
MARCH 2023
In the bustling world of contact centres, where every interaction matters, striking a balance between delivering exceptional customer experiences (CX) and ensuring agent satisfaction (AX) is paramount.
In this post, we’ll delve into the latest Genesys Cloud CX features designed to achieve harmony between CX and AX in your contact centre.
Customer engagement
Co-browse supports multiple iframes
Co-browse now supports multiple iframes on your brand’s website. In co-browse sessions, the agent sees all iframes on the webpage, as long as they share the same domain as the iframe where the Genesys Messenger is deployed.
Licensing: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Co-browse for Messenger overview.
Maximum number of calls per agent set at the campaign level
Administrators can now set Max Calls Per Agent for Predictive Dialing and Power Dialing mode campaigns. This outbound campaign setting enables fine-tuning the maximum number of calls that can be launched for an agent at the campaign level.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Create a predictive dialing campaign, and Create a power dialing campaign.
Genesys Digital Bot Flow support for mobile apps
Genesys Cloud CX now supports Genesys Digital Bot Flows for mobile apps, which provide users with enhanced interaction capabilities, including quick replies. This feature enables customers to reply quickly to interactions from their mobile devices and improves the self-service experience.
Licensing: 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.
Skills-based dialing for Preview and Progressive campaigns
Administrators can now assign an agent to outbound records that require a specific skill or set of skills. Skills-based dialing is available for Preview and Progressive outbound campaigns.
Licensing: 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, Genesys Cloud CX 3 Digital, Genesys Cloud CX AI Experience, or Genesys Cloud EX.
Further Information: Create a preview campaign, and Create a progressive campaign
Configure labels to manage interactions
Administrators can now create and add labels to interactions for improved management and control over routing and agent utilisation. These labels provide organisations with enhanced control over how interactions are managed at both the organisation and agent level. Also, flow authors can use Architect’s Find Utilization Label, Set Utilization Label, and Clear Utilization Label actions to add or remove labels from interactions. Developers can now use an improved estimated wait time that includes utilisation label data in its calculations.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Configure utilisation at the org level, Configure utilisation at the agent level, and Overview of Improved Estimated Wait Time
Genesys Cloud CX Voice in Italy
Genesys Cloud CX Voice numbers are now available in Italy. Organisations can also purchase DID and toll-free numbers for Italy from the US, Canada, LATAM, and EMEA GCV regions.
Licensing: All licenses include this feature.
Further Information: Purchase DID numbers, and Purchase toll-free numbers
Refreshed Predictive Engagement user interface
The refreshed Predictive Engagement user interface offers new colour schemes and table layouts to enhance the user experience. This feature does not change existing functionality or navigation.
Licensing: 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.
Outbound digital campaigns event triggers for post-contact interactions
Outbound administrators can now use event triggers for post-contact digital interactions in outbound digital campaigns, specifically for wrap-up codes.
Licensing: 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.
Further Information: Overview of triggers, and Add a rule
Enable and disable email threading
Administrators can now enable or disable email threading and define the length of time to thread email conversations after the most recent interaction, up to 30 days. Administrators can also enable subject-based threading to ensure that, when a participant modifies the subject line for inbound replies, Genesys Cloud CX creates a new interaction.
Licensing: 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.
Further Information: Configure organisation-level email threading timeline, and How does Genesys Cloud CX thread email messages?
Data, analytics and reporting
Sentiment and agent empathy analysis support for Arabic, Korean, and Portuguese languages
Sentiment and agent empathy analysis support is now available for Arabic World (ar-001), Arabic UAE (United Arab Emirates) (ar-AE), Arabic Bahrain (ar-BH), Arabic Egypt (ar-EG), Arabic Israel (ar-IL), Arabic Saudi Arabia (ar-SA), Arabic Tunisia (ar-TN), Korean Korea (ko-KR), Portuguese Brazil (pt-BR), and Portuguese Portugal (pt-PT).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Genesys Cloud CX supported languages.
Improved native voice transcription accuracy for Italian
Genesys Cloud CX improved native voice transcription accuracy for Italian (it-IT).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Genesys Cloud CX supported languages
Employee productivity
Genesys Agent Assist knowledge article feedback
Agents can now provide detailed feedback for the knowledge articles that Genesys Agent Assist presents to them. Based on the improved agent feedback, administrators can gain valuable insights into potential gaps in the knowledge base and better resolve issues related to customer and agent queries.
Licensing: Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Give feedback on a Genesys Agent Assist article
Public APIs for Collaborate chat room management and chat messages
Genesys Cloud CX Public API now has REST endpoints to create, update, and view Collaborate chat messages and chat rooms. This feature enables developers and administrators the ability to integrate Collaborate messages and Collaborate chat into your business workflows.
Licensing: All licenses include this feature.
Further Information: Collaborate Chat APIs in the Developer Centre
Remove users from Collaborate chat rooms
Administrators can now remove users from chat rooms if the users belong to a group that the administrators own. After removal, users cannot see the chat group or access messages from the chat group. This feature enables administrators to manage the chat room content and audiences.
Licensing: All licenses include this feature.
Further Information: Remove a member from a group, and Can I remove myself or someone else from a personal chat room?
Conversation summarisation with Genesys Agent Assist for Voice
Genesys Agent Assist now offers conversation summarisation for voice interactions. The summarisation process automatically generates summaries of conversations between agents and customers. Previously, conversation summarisation was limited to digital channels.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX AI Experience.
Further Information: Create a conversation summary with Genesys Agent Assist
Agent dashboard email component update
Genesys Cloud CX has an updated agent email UI. The email component features an improved user interface, including improved thread handling, visual hints, resolution of known issues, and maintains parity with the previous version. The updated interface offers a more user-friendly experience and introduces new, smaller features that do not affect existing functionality.
Licensing: 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.
Further Information: Format text in an email message, View inline images, and Attach a file to an email message
Open Platform
Audit Viewer alternate search parameters support
Administrators can now narrow a search to specific audit events via the improved Audit Viewer, which includes more filter and search parameters. The enhancements include the ability to view all events within a specified time range; search by service, entity, or user; and access additional information.
Licensing: All licenses include this feature.
Further Information: About the Audit Viewer, and View audit events
Self-service and automation
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Catalan Spain (ca-ES).
Licensing: 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.
Further Information: Genesys Cloud CX supported languages.
Workforce engagement
Automated time-off approval for grouped agents
Administrators can now group agents into smaller groups. This feature allows for the automatic approval of time-off requests based on the configured time-off limits for the staffing groups.
Licensing: 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.
Further Information: Staffing group overview, Manage staffing groups, and Add a staffing group.
Inbound and outbound filter for gamification metrics
Administrators and supervisors can now setup gamification metrics so that they only account for inbound or outbound interactions. By default, and for existing gamification metrics, Genesys Cloud CX considers both directions during points calculation.
Licensing: 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.
Further Information: Configure gamification profile metrics
Deprecations and announcements
Deprecation: Outbound Search Audits view
On March 11, 2024, Genesys removed the Outbound Audits view, an independent Audit view for Outbound events.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Deprecation: Outbound Search Audits view
Deprecation: Native X (formerly Twitter) third-party direct messaging channel
On April 11, 2024, Genesys will discontinue support for our native X (formerly Twitter) third-party messaging channel. Genesys will release a new native X integration in the future. No customer impact is expected with this deprecation. If you need X direct messaging before our new offering is launched, see the article in the Further Information section.
Licensing: 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.
Further Information: Social Listening by Radarr in the AppFoundry, Genesys Cloud CX AppFoundry catalog, and Deprecation: Native X (formerly Twitter) third-party messaging channel
Deprecation: Canned reports
On June 22, 2022, Genesys Cloud CX announced the migration of canned reports to dynamic view exports. To allow for more time for the customers to move from canned reports to the performance view exports, Genesys is extending the deprecation plan. The completion date for all canned reports is now March 20, 2024. The deprecation notice includes updates to the full deprecation date and new date for disabling the Edit and Run now functions, for each report.
Licensing: All licenses include this feature.
Further Information: Deprecation: Canned reports
Deprecation: Legacy alerting system
On June 14, 2023 Genesys announced that it would postpone the legacy alerting system removal date to January 24, 2024. Genesys has further postponed this date to April 1, 2024. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system.
Licensing: All licenses include this feature.
Further Information: Deprecation: Legacy alerting system
Deprecation postponement: Active screen recordings UI
On September 20, 2023, Genesys announced the removal of the Manage Active Screen Recordings UI on March 27, 2024, and the deprecation of corresponding APIs, replaced by a count of active screen recordings on the Recording Management UI. Genesys has postponed the removal and deprecation to May 20, 2024.
Licensing: Genesys Cloud CX 1 WEM Add-on, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud EX.
Further Information: Deprecation: Active screen recordings UI
