Exploring the Latest Updates and Features in Genesys Cloud CX
OCTOBER 2023
The goal for the month of October is simplification.
Genesys has been addressing ways to refine and enhance existing technology to better meet evolving customer demands, and to stay competitive in a dynamic world.
By identifying ways of simplifying common administration tasks, whilst providing even greater functionality within the Genesys Cloud CX solution, they have designed their technology to reduce confusion, save time, and lower the chances of errors.
Account management
Regional Genesys location as default directory location
Genesys Cloud CX now automatically populates the organisation’s default directory location with the regional Genesys location instead of a United States address. For more information, see About Directory administration. This feature has no restriction by user or required user to access.
iRAP protected compliance assessment
Genesys Cloud CX completed an IRAP assessment up to and including the PROTECTED level. The Infosec Registered Assessors Program (IRAP) provides a comprehensive process for the independent assessment of a system’s security against the Australian Government Information Security Manual (ISM) requirements. The IRAP goal is to maximise the security of Australian federal, state, and local government data by focusing on the information and communications technology (ICT) infrastructure intended for data storage, processing, and communication For more information, see Supported security standards. This feature has no restriction by user or required user to access.
Multi-factor authentication (MFA) for Genesys Cloud CX
Administrators can now enable multi-factor authentication (MFA) for Genesys Cloud CX users. Genesys MFA uses a time-based one time password (TOTP) as a second method of user authentication. MFA requires users have an app or device that supports TOTP configured for their account. When they log in, in addition to their password, they will be prompted for their MFA code. This feature increases security and reduces the risk of fraud. For more information, see Enable multi-factor authentication, and Reset MFA devices of users. This feature has no restriction by user or required user to access.
Division-aware configuration objects default to all divisions
Genesys Cloud CX now assigns new configuration objects to All divisions by default when they extend division awareness to those objects. Previously, Genesys Cloud CX automatically assigned those configuration objects to the Home division. This feature enables administrators to use resources in all divisions or assign them to specific divisions. For more information, see Overview of All division assignment. This feature has no restriction by user or required user to access.
Assign divisions to secondary statuses
Administrators can now enable divisions for secondary statuses, enforce divisional access control, and create up to 30 secondary statuses per primary status in Genesys Cloud CX. For more information, see Add secondary statuses for a primary status, and Assign divisions to existing secondary statuses. This feature has no restriction by user or required user to access.
User settings page displays the last login date and time
The user settings page now displays the last date and time that a user logged into the application with their authenticated credentials. For more information, see User settings. This feature has no restriction by user or required user to access.
Customer engagement
Allow end-user participants to clear web messaging conversations
Organisations can now allow web messaging participants to clear the end-user conversations, useful for conversations that start on shared devices. After the conversation clears, it automatically disconnects from the queue and agents. This feature enhances customer privacy and optimises workforce productivity. For more information, see Configure Messenger. 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.
Genesys Cloud Voice high-risk outbound call blocking
Genesys Cloud Voice deployed a default setting that restricts outbound calls to high-risk country destinations. This feature helps to mitigate fraudulent outbound voice calls. For more information, see Genesys Cloud Voice high-risk country outbound call blocking. This feature has no restriction by user or required user to access.
Add media to an Outbound SMS campaign
Administrators can now use MMS in SMS campaigns. This feature enables outbound administrators to include media with text in the Campaign SMS Template in Canned Responses and then run an SMS campaign with the included media. For more information, see Create an SMS campaign . 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.
Architect voice flow access to inbound headers on BYOC Cloud calls
Flow authors can now use Architect’s Get SIP Headers and Get Raw SIP Headers actions to access inbound headers on BYOC Cloud calls in voice flows and pass the SIP headers to third-party systems. This feature enables flow authors to inspect, parse, and apply conditional logic to the SIP headers during the calls and improves integration options with third-party voice systems. For more information, see Get SIP Headers action and Get Raw SIP Headers action. This feature requires no restriction by user or required user to access.
Data, analytics and reporting
Improved native voice transcription accuracy for specific French dialects
Genesys Cloud CX improved native voice transcription accuracy for French dialects (fr-FR and fr-CA). 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.
Improved native voice transcription accuracy for specific Spanish dialects
Genesys Cloud CX improved native voice transcription accuracy for Spanish dialects (es-US and es-ES). 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 alerts based on the number of agents currently in queue
Supervisors can now define rules that trigger alerts based on the number of agents per queue within specific routing or presence statuses. For more information, see Create an alert rule and Edit an alert rule. This feature has no restriction by user or required user to access.
New speech and text analytics permissions
Genesys Cloud CX added the Speech and Text Analytics > Data > View permission that administrators and supervisors can use to give agents access to transcripts, topics, and sentiment data. The existing Recording > Recording > View or the Recording > Recording Segment > View permission now allow agents access to the interaction recording only. These updates allow for more granular control over the data that agents can view. For more information, see About speech and text analytics. 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 empathy analysis API for English transcripts
Administrators can now use agent empathy analysis to gauge the level of empathy and emotional intelligence during interactions with customers. Agent empathy analysis assigns an overall empathy score to each agent’s response that measures the degree of empathy that the agent conveys. This feature enables administrators to gain insight about the agent’s ability to understand and relate to customer emotions and concerns. For more information, see Understand agent empathy analysis. 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.
New analytics dashboard metrics
Supervisors can now create dashboards with new metrics for Queue, Agent, Wrap-up Codes, Flow, and Flow Outcome performance dashboards. For more information, see Available metrics in Add and edit Performance Dashboards. This feature has no restriction by user or required user to access.
Messenger co-browse toolbar improvements
Customers can now use the new co-browse toolbar to perform drag and drop functionalities. Agents can also use the co-browse toolbar to request that the customer navigate to an agent-chosen URL. For more information, see: Work with co-browse for web messaging sessions. 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.
Remove agents who deselect their phone from the queue
Administrators can now remove the Telephony > Station > Disassociateself permission from a user’s role. This feature ensures that agents cannot avoid taking calls while on queue. For more information, see How can I make sure that an agent goes off queue when they deselect their phone? and Select a phone. This feature has no restriction by user or required user to access.
Evaluator value update based on submission
The Genesys Cloud CX evaluation now displays the name of the user who performed the last evaluation rescore when that user differs from the current evaluator. For more information, see View a completed evaluation . 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.
Create in-app toast notification alert rule
Supervisors can now set in-app toast notification alerts for users with alerting permissions. For more information, see Create an alert rule . This feature requires no restriction by user or required user to access.
Analytics Performance views accessibility improvements
Genesys Cloud CX updated the charts in the analytics performance views to increase accessibility. These changes do not impact existing functionality. For more information, see About analytics workspace . This feature requires no restriction by user or required user to access.
Employee productivity
Agent target selection interface and workflow improvements
Agents can now use the new target selection interface within the Interactions view for transfer, consultation, and conference target selection. The target selection interface affects the following agent workflows: blind transfer, consult transfer, start a new conversation for voice, email, SMS, make and manage communicate calls, and selecting To, CC, and BCC email addresses. This feature improves agent efficiency by reducing the number of clicks and the amount of scrolling to find the information they need. For more information, see About agent interactions, About voice interactions for agents, and About callbacks. This feature has no restriction by user or required user to access.
Open platform
Ringtone selection for call alerts
Agents can now select ringtones for their call alerts in the embedded clients. For more information, see Configure notifications. This feature requires one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Self-service and automation
Centralised import and export for knowledge workbench V2
Knowledge authors can now use the Import & Export view in the knowledge workbench V2 to view and manage all import and export activities in one location. The new view provides knowledge authors a way to import and export data and also offers filter options, details on import and export activity, and status reports. For more information, see Import or export articles in a knowledge base v2 . 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.
Preview knowledge workbench V2 articles
Knowledge authors can now preview knowledge workbench V2 articles in draft or published state to see the content overview, article details, and analytics and feedback. The preview mode appears when an article opens, prior to edit mode. This feature enables flow authors to see how content renders for each configured touchpoint variation. For more information, see Preview a knowledge workbench V2 article. This feature requires one or 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.
Advanced filtering and customisable columns for knowledge bases
Knowledge authors can now apply advanced filtering to sort the list of articles and also customise which columns appear in a knowledge base. These improvements help knowledge authors manage, filter, and sort articles more efficiently by making it easier to view and access the information they need. For more information, see Format a knowledge base V2 question and answer article. 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.
Architect knowledge configuration improvements
Genesys Cloud CX improved the global settings for knowledge in Architect voice and digital bot flows. The new tabbed layout provides flow authors a structured, process-driven approach to manage how bots display question and answer articles and engage with bot participants. These tabs include response bias configuration; answer presentation; and disambiguation, feedback, and follow-up behaviour. For more information, see Add knowledge to your bot flow. This feature has no restriction by user or required user to access.
Internal article references as hyperlinks in other knowledge articles
Knowledge authors can now add internal, published articles as hyperlinks in other articles within the same knowledge base. This feature enables customers who use knowledge portal and Agent Assist to navigate the hyperlinks as related articles and redirect to the desired information in a specific article without searching for or scrolling through the article. For more information, see Format a knowledge base V2 question and answer. This feature requires one of the following subscriptions: 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 AI Experience.
Platform
Japanese translation of the Export report
The Japanese translation of the Export report is now consistent in the Genesys Cloud CX user interface.
Workforce engagement
Assign division specific secondary status codes for agents
Administrators and contact centre supervisors can now assign secondary status codes to agents to restrict agent ability to view these codes within divisions. This feature enables supervisors to ensure that agents can only access status codes relevant to their assigned divisions. For more information, see Navigate the real-time adherence view, Configure activity codes, and View adherence information in the schedule editor. 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 EX.
Quality evaluation revision enablement for rescores
Administrators can now enable agents and quality evaluators to access previous evaluation revisions due to a rescore. For more information, see View a completed evaluation . 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.
Quality management evaluations assignment
Quality managers can now reassign evaluations to eligible users throughout the scoring, reviewing, and releasing evaluations workflow. With this update, assigned agents receive a notification when an evaluation is assigned to them, regardless of their availability status. In addition, users can add private comments to evaluations, ensuring confidentiality and fostering effective communication within the evaluation process. For more information, see Assign an evaluation to an assignee. 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, or Genesys Cloud EX.
View time-off balances from an external HR system on Genesys Tempo
Agents can now view time off balances that Genesys Tempo integrates from an external HR system. This feature enables agents to see their time off balance on Genesys Tempo when they create a time off request. For more information, see FAQs: Genesys Tempo™ for Android, and FAQs: Genesys Tempo™ for iOS. 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 EX.
Dispute completed quality management evaluations
Agents and supervisors can now dispute completed quality management evaluation scores. This feature provides a dispute process that guarantees a thorough re-examination of the specific evaluation and if valid, results in the appropriate score update. For more information, see Allow evaluation disputes and Manage disputed evaluations. 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, or Genesys Cloud EX.
Deprecations and announcements
Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud CX embedded clients
On January 2, 2024, Genesys will remove the consult transfer controls from the interaction window in the embedded clients. Customers can use the same consult transfer functionality available from the call controls in the client window. For more information, see Consult transfer a call and, Deprecation: Removal of consult transfer controls from the interaction window in embedded clients. This feature has no restriction by user or required user to access.
Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation
On October 10, 2023, Genesys ended support for the Windows 8 and 8.1 operating systems for the Genesys Cloud CX desktop app. For more information, see Deprecation: Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app. This feature has no restriction by user or required user to access.
Search Audits APIs deprecation
On May 10, 2023, Genesys announced the removal of the Search Audits view, an independent Audit view for documents on August 21, 2023. Genesys is working to migrate users off this API and has postponed the removal date. For more information, see Deprecation: Search Audits APIs. This feature has no restriction by user or required user to access.
Deprecation: Removal of Utilise Load Based permission
On January 10, 2024, Genesys will remove the Workforce Management > Agent Schedule > Utilize Load Based option. Supervisors can now select whether an agent can be scheduled from Workforce Management > Agents > Update Agent Schedulability. For more information see Deprecation: Removal of Utilise Load Based permission. This feature has no restriction by user or required user to access.