Exploring the Latest Updates and Features in Genesys Cloud CX
October 2024
In the October 2024 release, Genesys have introduced new features that continue to build on the existing AI footprint, provide more intelligent workforce management, and drive additional customer engagement models.
Account management
Improved Genesys Cloud CX storage cost calculator
Contact centre managers and supervisors can now estimate the approximate cost to store their organisation’s voice, screen, and digital interaction recordings. The Genesys Cloud CX storage calculator computes the overage charges based on the licenses that the organisation holds and the number of months to store the recordings. The calculator does not consider historical execution data storage impact.
Further Information: Storage calculator.
Telephone resource limits in Admin UI
Administrators can now view telephony resource limits directly in the admin UI. This feature provides visibility into external and phone trunks, sites, phone lines and settings, extension assignments, schedules and schedule groups, call routes, and emergency groups. With this update, telephony administrators can monitor resource usage, helping them analyse current capacities and make informed decisions regarding resource allocation and management.
Licensing: All licenses include this feature.
Further Information: View telephony resource limits.
Customer engagement
2024 Genesys CIDR expansion and firewall requirements notification
During the week of October 28, 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.
Metrics for improved workitem volume forecasting
Administrators now have two new metrics for workitem queuing and focus scenarios that they can leverage for several use cases, including workforce planning:
- nWorkitemsOffered, which counts the number of workitems offered to a queue regardless of whether they are handled or not, and
- tWorkitemsAgentFocusComplete, which is a calculation of all focus time for an agent while they work on a workitem, including time when the workitem was parked.
It is the complete focus time an agent spends working on a workitem until they disconnect. Workforce management support for Genesys Cloud CX workitems will be introduced in the future. Organisations can track progress in WFM support for ACD routed Workitems from the Genesys Cloud CX Roadmap Forecasting Workspace feature name or follow the WFM – Back office support/functionality Aha! idea.
Licensing: Work Automation Add-on
Further Information: WFM – Back office support/functionality, and Aha! idea.
IMAP integration for inbound email
Administrators can now add an IMAP integration for inbound email. The integration enables Genesys Cloud CX to pull email from the server that is associated with the integration and route it into the contact centre, either to a queue or a flow. This feature benefits customers who migrate from PureConnect or Multicloud and provides an efficient and streamlined email integration process.
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: About the custom IMAP integration for inbound emails, Custom IMAP integration for inbound emails, and Install the customer IMAP integration.
Automatic time zone mapping support for European organisations
Administrators can now enable the Automatic Time Zone Mapping feature for North American, Canadian, and Caribbean number mapping in outbound campaigns for European deployments, as well as for North American organisations. This feature enables European organisations to automatically map time zones when they dial contacts both within and outside Europe. By aligning European deployments with existing functionality, administrators can better streamline contact management and improve outbound campaign efficiency. To ensure accurate time zone mapping for U.S. numbers, a separate calling list containing only U.S. numbers is required.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Automatic time zone mapping overview.
Rule conditions and advanced capabilities for campaign rules
Administrators can now apply additional rule conditions and advanced features when they configure campaign rule sets. The new conditions include the count of contacts attempted, successful, neutral, or failed business outcomes, right-party contacts, and the percentage of valid campaign attempts. This feature provides administrators with greater flexibility as they define when and how rules trigger within campaigns. Administrators can also group conditions and control action execution more precisely and configure actions based on specific campaign events.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Create campaign rules.
Identifier claim management for external contacts
Administrators can now view and manage identifier claims more effectively with new iconography in the Profile panel and External Contacts view. The icons indicate whether social, email, and phone identifiers are claimed by a contact, which enables users to view the status of these identifiers at a glance. Administrators can also reassign identifier claims from one contact to another, in the External Contacts view.
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: Identifier claim reporting and visualisation.
Voice surveys after customer interactions
Administrators can now create and deploy voice surveys that gather customer experience feedback after a voice interaction. Administrators can also view the results of these surveys through analytics views. Agents can offer customers the option to take a survey about their call experience. If the customer agrees, then the agent disconnects, the survey begins while the customer remains on the line, and the survey results are linked to the interaction. This feature helps to provide a clear picture of customer feedback and distinguishes between IVR survey results and web-based survey outcomes.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Work with voice survey flows, About customer surveys, and Survey Performance Summary view.
Active callback columns for performance views
Administrators and supervisors can now access new Active Callback columns in various performance views, allowing for better tracking and analysis of callback handle times. The new columns include Total Active Callback, Min Active Callback, Max Active Callback, and Avg Active Callback. These metrics are now available directly within the following views:
- Agents Performance Detail
- Agents Performance Summary
- Agents Queues Detail
- My Performance
- Skills Performance
- Queues Agents Detail
- Queues Performance Detail
- Queues Performance Summary
Licensing: All licenses include this feature.
Further Information: Agents Performance Summary view, Queues Performance Summary view, My Performance view, and Aha! idea.
Data, Analytics and Reporting
Content Search lookback for words and phrases extended to 60 days
Content search users can now look up words and phrases in the interaction transcripts that date back to 60 days. To carry out this implementation, the content search lookback period for other interaction metadata including topics, categories, sentiment, empathy, and acoustics is limited to 18 months.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Content Search view, Speech and text analytics, and Content Search: For how long can you search for an interaction?.
Flow insights overlay for flow performance analysis
Administrators can now enable the Flow Insights toggle in Architect to visualise customer interactions within flow components. This new overlay helps flow authors, administrators, and contact centre managers see how often customers interact with specific parts of a flow. By displaying these frequencies, users can quickly identify patterns in customer behaviour and prioritise which flow actions to optimise for better performance. This feature provides a straightforward way to evaluate and enhance flow effectiveness without needing specialised analytical tools or expertise.
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, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Further Information: Use Flow Insights to view the frequency of executed flow components.
Interactive charts for journey analysis
Administrators can now create and manage up to 10 interactive charts within the Journey Analysis canvas to gain a better understanding of event trends and customer behaviour patterns. This feature enables administrators and supervisors to analyse trends over time, track progress, and explore relationships between variables with data that is consistent with existing journey queries.
Licensing: All licenses include this feature.
Further Information: Charts in Journey Management.
Journey flows tab in Architect for outbound call, inbound email and message flows
Flow authors can now access the Journey Flows tab in Architect to better understand the customer journey within inbound email, message flows, and outbound call flows. Journey flows help to visualise interaction paths and provide a clear view of flow milestones and outcomes. This feature enables flow authors, administrators, and contact centre managers gain deeper insights into how customers move through different interactions, identify key moments that impact the flow’s effectiveness, and improve containment rates in digital and outbound voice interactions. This addition makes it easier to optimize flows.
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: Journey Flows overview.
Notification API voice transcription number normalcy for Portuguese and Spanish languages
Developers who use the Notification API for voice transcription can now see normalised numbers and digits instead of the digits spelled into words. This feature extends support to Portuguese Brazil (pt-BR), Portuguese Portugal (pt-PT), Spanish Spain (es-ES), and Spanish United States (es-US), in addition to English and English India dialects.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: Notification APIs in the Developer Center.
Employee Productivity
Disable WebRTC audio and alert notifications in the embedded client
Agents can now disable WebRTC audio and alerting notifications within the embedded client. This feature helps eliminate audio interference when agents use the Genesys Cloud CX desktop or browser client as the main client alongside the embedded client.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Disable WebRTC audio and alerting notifications, and Change your WebRTC phone settings.
Preferred device profiles
Genesys Cloud CX users can configure a preferred device profile that automatically applies when Genesys Cloud CX detects the matching hardware. Users can set one preferred device profile, and no notifications occur during the switch to the preferred profile. Users cannot select the “use computer settings” profile as the preferred profile. This feature streamlines audio configuration and ensures a smoother transition between devices.
Licensing: All licenses include this feature.
Further Information: Create a new audio profile.
Improved summarisation readability and efficiency for agents
Administrators can now provide agents with a clearer summarisation format. The conversation summary appears as an unordered sentence list, making it faster for agents to review and proofread. Agent Copilot users can also copy AI-generated summaries and easily see which wrap-up codes that the AI suggests. These updates help agents complete their post-conversation tasks more quickly and accurately.
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, or Genesys Cloud CX 3 Digital.
Further Information: Work with Genesys Agent Copilot, and Create a conversation summary with Genesys Agent Assist.
Supervisor access to voicemail metrics
Administrators can now enable supervisors to access detailed voicemail information for their agents through secure API endpoints. This update provides supervisors with the ability to retrieve voicemail mailbox details and individual voicemail messages, helping to improve tracking and accountability within the organization. With the introduction of two new API endpoints, supervisors can now:
- Retrieve a list of voicemail messages for a specific user using GET /api/v2/voicemail/users/{userId}/messages.
- Access details about a specific user’s voicemail mailbox using GET /api/v2/voicemail/users/{userId}/mailbox.
This feature enhances organisational efficiency by allowing supervisors to track key metrics such as Read Voicemail, Deleted Voicemail, and Note Written for Voicemail, along with their time stamps. Also, the support for Client Credentials grants secure API authentication, ensuring that only authorised personnel access voicemail information. Division-aware permissions control access, allowing for tailored oversight based on organisational structure. The feature toggle allows for a controlled rollout and management of this capability.
Licensing: Communicate.
Further Information: Voicemail APIs.
Agent Copilot support for Dutch, French, German, Japanese, and Spanish languages
Agent Copilot advanced summarisation and wrap-up code prediction 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 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.
Multi contextual panels
Call centre admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversation with full context visible at a glance.
Licensing: All licenses include this feature.
Further Information: Navigate the Interactions panel, How can I allow agents to enable multi contextual panels?, As an agent, how can I opt in to multi contextual panels?, and Aha! idea.
Open Platform
Guided setup experience for CX Cloud installation
Administrators can now install and configure the CX Cloud and Salesforce integration packages within Salesforce Service Cloud using a new guided setup experience. This feature introduces a setup page that provides step-by-step instructions, helping to ensure that all configuration steps are completed accurately and efficiently. The setup page offers visibility into the installation process, highlights required configurations and displays available packages. The guided setup helps administrators determine if they have the necessary products enabled and provides next-step guidance for a smooth deployment.
Licensing: Communicate, Genesys Cloud CX 1, 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.
Further Information: Install the CX Cloud from Genesys and Salesforce package, Launch the Lightning app with the CX Cloud Genesys Settings tab, and Setup guide for CX Cloud, Voice for Salesforce Service Cloud.
Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations
Administrators can now retrieve the public IP address ranges for Genesys Audio Connector, BYOT Microsoft Speech-to-Text (STT), and Genesys Bot Connector using the Genesys Cloud CX Public API. Administrators can add these IP addresses to firewall allowlists to streamline the integration of third-party voice and digital services with Genesys Cloud CX. This new feature helps reduce unnecessary traffic exposure by providing precise IP ranges for allowlists, which improves secure third-party BYOT provider integrations. By using the public API, administrators have a more efficient way to access the necessary IP addresses, improving integration, and security.
Licensing: All licenses include this feature.
Further Information: Audio Connector FAQ.
Self-Service and Automation
Architect Get Participant Data and Set Participant Data in voice and digital bot flows
Flow authors can now use the Set Participant Data and Get Participant data in Architect voice and digital bot flows. The Set Participant Data action creates attribute name and variable pair values and assigns them to an interaction participant, and the Get Participant Data action retrieves attribute values from an interaction participant. These attributes persist between transfers from one flow to another and are helpful when information must be accessible after the current flow ends; for example, a transfer to another flow or to a third-party Genesys Cloud CX integration that receives a screen pop with participant data. For new and republished call flows, Architect immediately sends attributes to the cloud before calling an Architect bot flow.
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: Get Participant Data action, and Set Participant Data action.
Disable automatic hinting in Architect bot flows
Flow authors can now use the Intent Classification Hinting setting in Architect to enable or disable whether the bot sends hints to the speech recognition engine (ASR) for intent classification. Hints are sets of phrases that the bot sends in Ask for Intent and Ask for Slot actions to provide context and assist with speech recognition. This setting is enabled by default, but flow authors can disable it to maintain control over automatic hinting with the goal to reduce or prevent potential inaccuracies and bias in the ASR.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Set up user input for a bot flow, Ask for Intent action, and Ask for Slot action.
Introducing Genesys Cloud CX Virtual Agent
Genesys introduces the new Genesys Cloud CX Virtual Agent, a new self-service automation capability that enhances existing Genesys bot functionality. This release includes several large language model (LLM) and generative artificial intelligence (AI)-powered features, enabling administrators to perform such tasks as:
- Quickly bootstrap the organisation’s NLU model with lifelike training data by generating natural language understanding (NLU) training utterances based on a simple description.
- Enable the Virtual Agent to generate a summary of an interaction and then transfer the information to live agents.
- Enable the Virtual Agent to generate a summary and wrap-up codes after the Virtual Agent completely contains an interaction.
- Enable the Virtual Agent to highlight the exact snippets of an article that best answers the user’s question, especially helpful for larger articles.
A future release will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud CX Virtual Agent. These new features have no impact on existing functionality.
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, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Further Information: About Genesys Virtual Agent, and Region availability.
Drag and drop in Architect builders
Administrators can now use a new drag-and-drop functionality to add, arrange, and reorder elements in Architect builders. This feature helps to simplify the process of building custom expressions, provides a clear and intuitive visual hierarchy, reduces flow configuration time, and improves efficiency. Flow authors can reorder cards in one action, either by dragging and dropping them, or via the keyboard.
Licensing: All licenses include this feature.
Further Information: Build customised output with the Communication Sequence Builder, and Aha! idea.
Content based search for knowledge articles
Knowledge authors can now enable article content search to ensure that the knowledge search service looks for relevant results within the body of the knowledge article, in addition to titles and phrases. For existing knowledge bases, knowledge authors must export and then import the knowledge base and enable content search during the import process. This feature benefits organisations that use longer articles or third-party articles from a knowledge connector and improves search accuracy.
Licensing: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, Genesys Cloud CX AI Experience.
Further Information: Knowledge base content search overview, Add a knowledge base V2, Import or export articles in a knowledge base V2, and Aha! idea.
Workforce Engagement
Enhanced agent and supervisor activity overview screen
Administrators can now provide agents and supervisors with more usable space on the Agent Activity home page. This update removes the left sidebar that previously displayed the profile picture, username, and today’s schedule. Instead, today’s schedule is now available as a widget alongside other existing widgets like Scorecard Summary and Evaluation Summary. This change simplifies the layout and provides a cleaner view, making it easier to access key information and navigate the page.
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: Agent activity overview.
Workforce management notifications for process automation triggers
Administrators can now use workforce management notification topics to configure triggers for process automation in Architect workflows. This update supports topics for adherence, schedule, shift trade, and time-off notifications, allowing users to automate workflows based on changes such as agent adherence updates, schedule modifications, shift trades, and time off requests. For example, when an agent falls out of adherence or submits a time off request, the system generates a notification that can trigger a custom workflow, such as a review or approval process. This flexibility helps organisations create tailored workflows for managing workforce management events and enhances operational efficiency by automating routine processes.
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: Overview of triggers, and Available topics.
Workforce management Business Unit / Management Unit and Time Zone placement in views
Administrators and supervisors can now view the business unit, management unit, work team, and time zone selector fields consistently across workforce management (WFM) views. Access for these views now appear in the title bar of the relevant pages to provide a uniform look and feel. This update affects several modules:
- Management Units, Service Goal Templates, Planning Groups, Activity Codes, Forecast list, Schedules list, and Intra-Day Monitoring now appear in the Business Unit list.
- Agents, Work Plans, Work Plan Rotations, Time-Off Limits, Time-Off Plans, Time-Off Requests, and Shift Trades now show the Management Unit list.
- Real-Time Adherence includes a combined Business Unit, Management Unit, and Work Team list.
- Forecasts list, Time-Off Requests, Schedules (list), Shift Trades, and Intraday Monitoring display the Time Zone list.
Also, the Forecasts module now combines the Business Unit Time Zone and Time Zone selector into a single control. This change helps standardise the interface across WFM modules and prepares for future interface enhancements.
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: Navigate the forecast, Navigate the time-off limits page, and Navigate the time-off plans page.
Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
Administrators can now access interval level performance metrics that consistently align between the Intraday Monitoring and Schedule editor views. This feature standardises performance projections across both interfaces by displaying uniform dynamic service level data. This feature helps to ensure that administrators have a consistent view of service level predictions, which can improve decision-making and workforce planning accuracy.
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: Navigate the schedule editor.
Manually assign work plans with future effective dates
Administrators can now assign employees to work plans with a future effective date using manual assignment. This feature allows administrators to set up work plan changes in advance, making it easier to manage planned transitions like shifts from full time to part-time schedules. The schedule engine automatically applies these updates during future schedule generation, reducing the need for same-day changes and minimising manual workload.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: Work plan assignment overview, Navigate the work plan assignment page, and Manage work plan assignments.
Workforce management read-only continuous forecasting
Administrators can now access the new workforce management Continuous Forecast values from the Main Forecast, which automatically generates a fresh forecast every night using the Genesys Cloud CX AI Automatic Best Method. This forecast appears directly in the redesigned forecasting view, which makes it easier to track and review updates in real-time. The feature benefits forecasters by continuously updating data to help improve forecast accuracy and providing more timely insights for better decision-making. This release is read-only. Continuous forecasting and the main forecast features are long-term vision for forecasting in Genesys Cloud CX and will be built upon in future releases. Scheduling and modifications will be supported in the future.
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: Main forecast overview, Navigate the main forecast page, and Aha! idea.
Configurable time-to-live (TTL) for auto-generated recording URLs
Administrators can now configure the time-to-live (TTL) duration of up to 60 minutes for auto-generated URLs of recording files. When a user retrieves a recording such as during playback in the Interaction Details view or through a batch download request, Genesys Cloud CX generates an accessible URL that is valid for the configured TTL time. This duration is set to 60 minutes by default; however, administrators previously could not adjust the setting. This feature enables administrators to adjust the TTL to a timeframe that better aligns their data security practices to the organisation’s specific requirements.
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 Add-on I, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX AI Experience, or Genesys Cloud EX.
Further Information: Manage recordings, and Aha! idea.
Deprecations
Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
On October 7, 2024, Genesys Cloud CX will discontinue support for Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot.
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: Google Agent Assist for Genesys Cloud CX
On October 7, 2024, Genesys Cloud CX will discontinue development and support for the Google Agent Assist offer.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Deprecation: Google Agent Assist for Genesys Cloud CX.
