Exploring the Latest Updates and Features in Genesys Cloud CX
NOVEMBER 2023
Knowledge is power!
A simple statement, and often used, but how does that relate to the modern contact centre.
Well, to put it simply, having access to knowledge provides an enhanced customer experience, ensures agents are delivering a consistent and often compliant message, and increases agent productivity and customer satisfaction.
Genesys Agent Assist for voice is the latest evolution in the knowledge surfacing space. More than just increasing agent productivity, it also provides a consistency in agent responses, reduces training time in high turnover contact centre environments, improves first call resolution rates, and provides a continuous improvement and feedback cycle.
Customer engagement
Improved Messenger UI colour contrast patterns
Users can now use enhanced button selector visibility to experience improved keyboard tabbing navigation in Messenger. Also, Messenger now provides upgraded colour contrast patterns for specific elements to meet the 4.5:1 ratio mandated by WCAG AA standards. This enhancement automatically adjusts the text colour according to the brand’s chosen Messenger primary colour. 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.
Messenger support for Estonian, Latvian, and Lithuanian
Genesys Cloud CX now supports Estonian, (et), Latvian (lv), and Lithuanian (lt) in the Messenger window. For more information, see Genesys Cloud CX supported languages. 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 contact management user interface refresh
External Contacts has a new look and feel. Improvements to the user interface include alignment with the appearance of contact and organisation views, a more streamlined process to create and edit contacts, and implementation of common components for editing fields. These enhancements ensure a more consistent and user-friendly approach to contact management within Genesys Cloud CX. The dedicated toggle in the user interface that enables users to switch between the new, default version and the old version is available until February 27, 2024. For more information, please see the community post: Refresh of Contact Management UI. This feature requires one of the following subscriptions: Collaborate, Communicate, 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, or Genesys Cloud CX 3.
Data, analytics and reporting
Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
Supervisors and analysts can now apply filters to all data within the Topic Trend Summary and Agent, Queue, Flow Topic summary views based on one or more topics. This feature enables supervisors and analysts to cross-reference topics and gain valuable insights into topic performance, especially in cases where multiple topics are evident. For more information, see Topic Trends Summary view, Queue Topics Summary view, and Agent Topics Summary 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 CX 3 Digital.
Content search enhancements
Supervisors can now sort content search columns, including date, duration, and sentiment score, in ascending or descending order. They can also layer multiple topics, words, or phrases using AND/OR and perform a complex search with a new filter limit. These enhancements enable supervisors to quickly locate specific interactions, cross-reference topics to gain valuable insights into topic performance, and provide a more effective and user-friendly content search. For more information, see Content Search 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, or Genesys Cloud CX 3.
Improved voice transcription accuracy for Portuguese (pt-PT and pt-BR)
Genesys Cloud CX improved voice transcription accuracy for Portuguese (pt-PT) and Brazilian Portuguese (pt-BR). 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.
Agent, Queue, and Flow topics summary view enhancements
Supervisors and analysts can now track the trend of a specific topic over time by selecting the corresponding column header within the Agent, Queue, and Flow summary views. They can also gain an overview of topic information by hovering over the column header, or the topic name in the column addition section. This feature provides a convenient way to visualise topic trends and obtain valuable insights. For more information, see Queue topics summary view, Agent topics summary view, and Flow topics summary 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 CX 3 Digital.
Employee productivity
Genesys Agent Assist on the CX platform for voice
Customers can now access Genesys Agent Assist on the CX platform for voice, including knowledge management and knowledge optimiser. This feature enables Genesys Agent Assist to transcribe and automatically surface knowledge during real-time voice conversations. For more information, see Genesys Agent Assist availability in Genesys Cloud CX licenses and About Genesys Agent Assist. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Improved Collaborate for iOS search experience
Collaborate for iOS users can now benefit from a streamlined search process. This feature enables users to experience a more efficient search process with fewer taps on their device. For more information, see FAQs: Collaborate for iOS . This feature requires one of the following subscriptions: Collaborate.
Real-time monitoring for web messaging channels
Supervisors can now monitor agent web messaging and third-party messaging interactions. During web message interactions, supervisors have access to all of the contextual panels visible to the agent and can perform a thorough review of the digital interaction between the agent and the customer. Supervisors with appropriate contact editing and real-time monitoring permissions can update external contacts during a real-time monitoring session. For more information, see Monitor in-progress digital interactions . 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.
Open platform
Genesys Cloud CX Voice in Brazil
Genesys Cloud CX Voice is now available in Brazil. Organisations can now also purchase DID and toll-free numbers from the US, Canada, LATAM, and our APAC and EMEA countries. These services are available from the AWS SAE (São Paulo) region. For more information, see Purchase DID numbers and Purchase toll-free numbers. This feature requires no restriction by user or required user to access.
Self-service and automation
Category and subcategory navigation in the knowledge portal
Administrators can now customise the category and subcategory display layout in the knowledge portal. This feature provides a detailed layout option that shows sidebar navigation for categories, and subcategories, and redesigned article lists to show additional information. For more information, see Display categories on the knowledge portal. 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, or Genesys Cloud CX AI Experience.
Mute suggestions and hide intent health for Architect bot flows and digital bot flows
Flow authors can now mute and unmute suggestions when they use intent health to create intents and determine whether to include or exclude the suggestions from the intent health calculation. Flow authors can also hide intent health information from view. This feature improves the tools available to flow authors and enables them to enhance the performance of intents and training utterances with greater ease and accuracy. For more information, see Work with intent health. 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, or Genesys Cloud CX AI Experience.
Category and subcategory navigation in the knowledge portal
Administrators can now customise the category and subcategory display layout in the knowledge portal. This feature provides a detailed layout option that shows sidebar navigation for categories, and subcategories, and redesigned article lists to show additional information. For more information, see Display categories on the knowledge portal. 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, or Genesys Cloud CX AI Experience.
Header background and category icon images in the knowledge portal
Knowledge portal administrators can now set a header background image or upload individual icons for the categories. For more information, see Set a header background image for the knowledge portal, Display categories on the knowledge portal, and Add icons to knowledge portal categories. 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, Genesys Cloud CX AI Experience.
Sort and filter intents and utterances in Architect bot flows and digital bot flows
Flow authors can now filter intents in Architect bot flows and digital bot flows by health status. They can also sort intent columns, excluding slots, based on various criteria such as alphabetical intents, health priority, number of utterances, or alphabetical tasks. Also, flow authors can sort utterances by priority, order of entry, or alphabetical order and filter them by utterance status. For more information, see Work with intent health . 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, or Genesys Cloud CX AI Experience.
Workforce engagement
Routing > Schedules is now Routing > Operating Schedules
Genesys Cloud CX renamed Admin > Routing > Schedules to Admin > Routing > Operating Schedules. This update alleviates confusion between workforce management scheduling and routing scheduling. For more information, see Schedules and Schedule groups . 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, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX AI Experience, or Genesys Cloud EX.
Agent connected duration, maximum evaluations per agent, and customised sampling criteria in agent evaluations
Administrators can now set the agent-connected duration, which defines the time from when the agent joins the interaction until they disconnect. Administrators can also select to generate evaluations for up to the maximum permitted per agent within a specific time period, and they can establish customised sampling criteria for these agent evaluations. This feature gives administrators increased options, and more control when they use the Create agent evaluations option in the Quality > Policies page. For more information, see Create a policy and Create evaluations by agents . 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, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Bulk archive recordings through recording bulk action API
Administrators can now use the recording bulk action API to archive recordings in bulk. This feature enables organisations to archive past recordings on a large scale, especially when data storage allocations under the fair use policy reach or exceed the maximum limit. For more information, see Genesys Cloud CX Developer Center – Bulk delete\export of recordings. 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, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Deprecations and announcements
CIDR IP address range for cloud media services expansion
Genesys Cloud CX now includes a new CIDR IP address range for use in Genesys Cloud CX media services. Initially, only customers that configure media services in the upcoming media regions launches for UAE, Osaka, Zurich, and Singapore can obtain these addresses. On a future date, Genesys will release the Geo TURN media pool to include the addresses for all regions. For more information, see CIDR IP address range expansion for cloud media services in new regions. This feature has no restriction by user or required user to access.
Native LINE third-party messaging channel deprecation
On April 24, 2024, Genesys will discontinue support for the native LINE third-party messaging channel. The ability to create new LINE messaging integrations will be removed on November 29, 2023. Existing LINE integrations will continue to work through the End of Life date, April 24 2024. To continue using LINE messaging, customers can explore the AppFoundry solutions that offer LINE messaging capabilities integrated with Genesys Cloud CX. Customers can also choose to build their own connection to Genesys Cloud CX for LINE messaging using the Open Messaging API solutions. For more information see, About Open Messaging. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Mandatory SMS Registration Deadline: Toll Free Numbers
On May 18, 2022, Genesys announced that organisations with newly purchased United States and Canadian toll-free numbers must complete a Toll-Free Messaging Verification registration form before they can use the numbers to send SMS messages. Organisations must submit this form by November 6, 2023, to avoid outbound message blocking that begins on November 8, 2023. To request a Toll Free Messaging Verification registration form, send an email to GenesyscloudSMS@genesys.com. For more information see Genesys Cloud CX support of toll-free messaging verification for the United States and Canada. 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.
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. For more information, see Deprecation: Canned reports. This feature has no restriction by user or required user to access.
