Exploring the Latest Updates and Features in Genesys Cloud CX
November 2024
As Genesys wrap up another successful year of innovation, we’ve focused on sharing exciting updates on the features that have shaped the journey so far. From enhanced user experiences to powerful new tools, 2024 has been a year of growth and transformation. Looking ahead to 2025, we’re preparing for a pivotal change—one that promises to redefine how we help our customers deliver value and shape the future.
Account management
Genesys Cloud CX self-certifies for the EU-U.S. Data Privacy Framework
Genesys Cloud CX is self-certified with the EU-United States Data Privacy Framework. This framework, developed by the United States Department of Commerce and the European Commission, enables United States organisations to establish reliable mechanisms for transferring personal data from the European Union to the United States. This certification ensures data protection that is consistent with EU, UK, and Swiss law.
Licensing: All licenses include this feature.
Further Information: Supported security standards, and Aha! idea.
Customer engagement
2024 Genesys CIDR expansion and firewall requirements notification
During the week of December 7, 2024 Genesys will migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud CX public-facing media services. These addresses supplement existing regions and cover growth in future regions. The new IP range is 136.245.64.0/18. Additionally, Genesys will expand the RTP port range and move the Force TURN IP addresses to the new Genesys CIDR block.
Licensing: All licenses include this feature.
Further Information: 2024 Genesys CIDR Expansion.
Agent Copilot summarisation model improvement
Administrators can now use the updated summarisation model within Agent Copilot to improve support for outbound engagements and enhance currency recognition. The improved model helps improve the accuracy of summaries in scenarios that involve outbound communication, thus capturing key information more effectively. Also, the model now better identifies and accurately represents currency values, making financial interactions clearer and more precise. This enhancement builds upon the previous summarisation capabilities to provide more robust and accurate assistance for agents.
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 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Introducing Architect workitem flows for enhanced work automation
Flow authors can now define and manage workitem flows directly within Architect via dedicated actions tailored specifically for workitem processing. This feature enables administrators and contact centre managers to improve operational efficiency by reducing the need for manual data actions to perform routine tasks, such as adjusting priority, changing status, or transferring workitems to ACD queues. By integrating these actions, Architect offers increased flexibility and extensibility for workflow designs that require collaboration across teams. For instance, a travel booking workflow can now validate incoming data, proactively request missing information through the customer’s preferred communication channel, and route tasks to different teams such as insurance verification and claim processing.
Licensing: Work Automation Add-on.
Further Information: Work with workitem flows, and Aha! idea.
Expanded customer identification with non-E.164 numbers
Agents can now identify new and existing customers using non-E.164 phone numbers in both website and application interactions. With this update, non-E.164 numbers can be included as identifiers in web and app interactions, allowing agents to recognise and connect with customers who use local or alternative number formats. This enhancement supports smoother customer identification across diverse numbering formats, improving the experience for agents handling a broader range of interactions.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Web sessions.
Automatically pause co-browse session for specific pages
Administrators can now configure co-browse sessions to automatically pause when customers navigate to specific pages. This feature enhances privacy controls, ensuring that agents do not view sensitive information during co-browse sessions. Instead, agents are now informed when a co-browse session is paused due to a customer navigating to a sensitive page, to ensure that they know the session is still active. Administrators can define up to 50 URL strings where the co-browse session pauses if these strings are detected in the URL.
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 messenger, Co-browse for messenger overview, How does Co-browse pausing work?, and Aha! idea.
Real-time WhatsApp message status tracking
Agents can now view real-time WhatsApp message status tracking events, including Sent, Delivered, and Read indicators, for outbound WhatsApp interactions. This feature provides delivery and read receipts with time stamps in the Agent Workspace’s Interactions Detail, Interactions, My Interactions, and Queues Interactions Detail views. With this update, agents can quickly verify message delivery and engagement, which enhances response efficiency and improves customer interactions. Analytics users can also gain insights into conversation and campaign performance in the Performance Workspace’s Interactions View.
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: Agents Interactions Detail view, Interactions view, My Interactions view, and Aha! idea.
External Contacts external ID support
Administrators can now use external IDs as primary identifiers for identity resolution when users link interactions across multiple channels in Genesys Cloud CX. External IDs, for example, account IDs, or user names from an organisation’s CRM or CDP, help unify External Contacts profiles by consistently identifying contacts across systems, providing a more cohesive view of customer interactions. External IDs function as a direct link between interactions and customer profiles. This feature enhances record-matching accuracy during bulk imports and CRM synchronisations, helping administrators and agents track customer interactions across channels.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 3 AI Experience.
Further Information: Overview of external IDs, Working with external sources, and Aha! idea.
Workitems List View filter and sort support
Administrators and agents can now use new Workitem’s List view filter and sort options. This feature allows agents to filter and sort workitems based on custom attributes and easily locate and group-related work. With these new tools, users can search for workitems associated with specific details, for example, customer ID, vendor, or part number, which helps them streamline workflows, process similar tasks together, and manage workitems more effectively.
Licensing: Work Automation Add-on.
Further Information: Work with List View, and Aha! idea.
Data, Analytics and Reporting
Enhanced interaction visibility in agent status widget
Supervisors can now use the agent status widget in performance dashboards to view all interactions handled by agents, along with the durations of the shortest and longest interactions. This feature allows supervisors to set an order preference based on interaction duration. Also, this feature allows supervisors to quickly access interaction details with a single click in the new dashboard UI. These enhancements help supervisors efficiently monitor agent performance in real time, providing a streamlined view of agent activity to support timely guidance and oversight.
Licensing: All licenses include this feature.
Further Information: Add and edit Performance Dashboards, and Aha! Idea.
Sentiment and agent empathy analysis for Swiss German language
Sentiment and agent empathy analysis is now available for German Switzerland (de-CH).
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.
Journey Management filter and display options
Administrators can now enable Journey Management search filters based on wrap-up, agent, and bot names directly within the journey analyser. This feature allows users to include or exclude attribute values more intuitively by selecting display names, which helps simplify data selection and analysis. With this update, users can see clear and recognisable labels for wrap-up, agent, and bot names directly on charts, and event cards within the journey canvas. This improvement enhances the visual clarity of charts and enables users to make faster, more informed decisions as they analyse and manage customer journeys.
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: Create a new journey visualisation with Journey Management, and Aha! idea.
Enhanced bulk import for external contacts
Administrators can now use enhanced bulk import tools for external contacts in Genesys Cloud CX. This update includes several new features designed to simplify and improve data import processes:
- CSV import capacity: Upload CSV files up to 50MB in size, allowing for efficient import of up to 50,000 contacts at once, and with scalability options for larger datasets.
- Flexible matching criteria: Match contacts using external IDs, phone numbers, or email addresses, giving administrators greater accuracy and flexibility when merging or updating contact data.
- Contact enrichment options: Choose between full update, partial update, or no update when a match is found, providing more tailored control over how contact information is maintained.
- Reusable import profiles: Create and save import profiles to streamline future bulk imports with similar settings, saving time on repeat imports.
- Pre-import validation: Validate data prior to import to ensure data integrity and prevent errors before they occur.
- Detailed post-import logs: Access comprehensive logs after each import to assist with tracking and troubleshooting, helping ensure the success of each bulk data import.
The previous CSV import process remains available for 90 days, giving users time to transition to the new process. After this period, the updated import tool will become the standard method for all bulk contact imports.
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: Perform a bulk import of external contacts and organisations, Prepare a source CSV file, and Work with data in the source CSV file.
Employee Productivity
Improved agent messaging interface
Genesys Cloud CX refreshed the agent messaging interface with improvements that provide a more user-friendly experience and a future-ready codebase. The updated interface maintains feature parity with the previous messaging and includes such key improvements as:
- Redesigned thread view: Provides a cleaner, more intuitive layout that helps agents navigate conversations more effectively.
- Dedicated send button: Allows agents to send messages with a single, easy-to-find button.
- Character counter: Displays remaining characters in real time, which helps agents manage message length and comply with any character restrictions.
- Message grouping: Organises messages into easily viewable groups to make conversations more cohesive and readable.
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: Accept and respond to a message interaction, Accept and respond to an SMS message interaction, Send an emoji in message interaction, and Aha! idea.
Keyboard support for DTMF input in embedded framework
Agents can now use their keyboard to enter DTMF (Dual-Tone Multi-Frequency) codes during voice calls in embedded clients. Agents can enter DTMF signals, such to navigate phone menus or enter secure information, directly from their keyboard. By allowing keyboard control for DTMF input, agents no longer must rely on mouse clicks to access the DTMF dialpad, which helps to improve speed and efficiency during interactions and streamline call handling. This feature is also beneficial for accessibility, making it easier for all agents to interact with automated phone systems.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Call controls, and Aha! idea.
Automatic missed call notifications for mobile communicate users
Genesys Cloud CX Communicate users can now enable automatic missed call notifications on iOS and Android devices. This feature helps users stay responsive by alerting them when they miss a call, improving communication efficiency on mobile.
Licensing: Communicate.
Further Information: FAQs: Communicate for iOS, FAQs: Communicate for Android, and Aha! idea.
Open Platform
Additional conversation events for the Operational Console
Administrators can now access three new conversation events in the Operational Console, and they can also view the new events in the Event Catalog. This feature helps administrators gain early visibility into conversations that may become toxic in the Analytics service. The three event types that signal a toxic status are:
- Conversation-2000 – Too Many Events
- Conversation-2001 – Too Many Communications
- Conversation-2002 – Too Many Segments
These new events help improve awareness and understanding of conversations that may impact system performance, allowing customers to address or monitor for patterns during analytics review.
Licensing: All licenses include this feature.
Further Information: Troubleshoot using the Genesys Cloud CX Operational Console, Event Catalog, and Aha! Idea.
Self-Service and Automation
Agent Copilot extended support for Dutch, French, German, Japanese, Portuguese, and Spanish languages
Agent Copilot knowledge surfacing answer highlight and AI generated answers for manual search support is now available for Dutch Netherlands (nl-NL), French Canada (fr-CA), French France (fr-FR), German Germany (de-DE), Japanese Japan (jp-JP), Portuguese Brazil (pt-BR), Spanish Spain (es-ES), and Spanish United States (es-US).
Licensing: 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 3 AI Experience.
Further Information: Genesys Cloud CX supported languages.
Architect toolbox search option
Administrators and flow authors can now use the new search box within the Architect toolbox to quickly and easily locate specific actions. This feature alleviates the need to navigate through multiple categories to find the right action, which helps to improve efficiency when flow authors create and configure flows.
Licensing: All licenses include this feature.
Further Information: Architect toolboxes overview, Ask for Intent action, and Aha! Idea.
Workforce Engagement
GCBA proxy server support
Administrators can now configure the Genesys Cloud CX Background Application (GCBA) to integrate with a proxy server. This feature improves security, enhances privacy for users, and helps route network requests efficiently. The ability to use a proxy server is especially beneficial for customers with specific network configuration needs, helping ensure access while supporting advanced security practices.
Licensing: 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.
Further Information: Deploy Genesys Cloud CX Background Assistant (GCBA), Does GCBA support the use of a proxy server?, How does GCBA integration with an HTTP proxy server work?, and Aha! idea.
Enhanced date format display for workforce management agents
Workforce management agents can now enable date and time formats that match their regional preferences, based on their Genesys Cloud CX language settings and their browser’s local language configuration. This feature allows agents to view dates in a familiar, intuitive format, enhancing clarity on the Schedule pages. The agent’s browser language settings further refine how Genesys Cloud CX displays dates and times in the Schedule pages within the Activity view. For example, an agent with an English language preference in Genesys Cloud CX who uses a browser set to English (United Kingdom) sees dates in day/month/year order and times in 24-hour format. Conversely, an agent with the same English preference but a browser set to English (United States) sees dates in month/day/year order and times in AM/PM format. Additionally, users of Arabic, Korean, and Traditional Chinese (zh-TW) now view times in a 12-hour format rather than 24-hour format. This update reduces date-related errors by aligning date displays with each user’s regional habits, enabling agents to interpret and enter dates accurately according to their locale.
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: Change web app preferences, Change Windows desktop app preferences, Change Mac desktop app preferences, and Aha! idea.
Deprecations
Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
On October 7, 2024, Genesys announced that it would end support for Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot on that date. Genesys postponed that date to May 31, 2027.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Bot.
Deprecation: Supervisor for iPad app
On November 11, 2024, Genesys discontinued support of the Genesys Cloud CX Supervisor app for iPad. Genesys recommends that organisations download the new Insights mobile app to better monitor and optimize team performance in real time.
Further Information: Deprecation: Genesys Cloud CX Supervisor app for iPad.
