Exploring the Latest Updates and Features in Genesys Cloud CX
September 2024
In the September 2024 release, Genesys have introduced almost 50 new transformative features that both enhance user experience and operational efficiency.
Account management
Counted limits monitoring and alerts
Administrators can now use the Operational Console to monitor and manage counted limits such as team.max, group.individuals.max, and actions.integration.max. This feature allows administrators to configure alerts that trigger when these limits approach their predefined thresholds and then monitor these limits, receive timely alerts, and analyse usage trends. These improvements help prevent breaches and ensure that resources are used efficiently.
Licensing: All licenses include this feature.
Further Information: Event Catalog, and Limit Event.
WebRTC Media Helper enabled by default with allowed IP addresses feature
Genesys Cloud CX now includes WebRTC Media Helper in the Allowed IP Addresses list by default and requires no additional configuration. The Allowed IP Addresses feature enables WebRTC Media Helper to be used securely in VDI environments when the WebRTC Media Helper IP address is outside of the VDI environment’s Allowed IP Address range. The Allowed IP Addresses feature limits Genesys Cloud CX account access to only those visitors from specified IP addresses. WebRTC Media Helper is designed to provide an optimal audio quality experience by allowing the real-time media flow to run independently, outside of the VDI session.
Licensing: All licenses include this feature.
Further Information: WebRTC Media Helper overview, and Allow IP addresses.
Custom inbound data filtering rules for digital channels
Administrators can create and apply custom data filters to the inbound digital interactions with regular expressions to identify and filter specific information, such as email addresses, government identification numbers, financial account numbers, and other text strings as defined by a regular expression. This feature mitigates the risk of PII or other sensitive data exposure. The custom data filters redact sensitive information automatically before the information is stored or processed. The redacted data appears as a series of ‘X’ characters.
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 digital data filtering rules, Create a data filter, and Manage data filters.
Genesys Cloud CX Unified License for Virtual Network Operations for India region
Genesys obtained a Unified License for Virtual Network Operators (ULVNO) from the India Department of Telecommunications (DOT). This new license enables Genesys Cloud CX Services India Pvt. Ltd to sell contact centre solutions directly in the region. This direct sales model enhances service delivery by streamlining processes for administrators and customers, and provides a more seamless experience for customers within India.
Licensing: All licenses include this feature.
Further Information: Genesys Cloud CX deployment considerations for India.
Customer engagement
Prerequisites in expandable section of Resource Centre articles
Genesys Cloud CX prerequisites now appear in an expandable section, closed by default, in relevant Resource Centre articles. This enhancement enables users to access main content quickly without the need to scroll through a list of permissions and prerequisites.
Park email interactions
Agents can now park or pause ongoing email interactions when they need more time to gather information, consult with others, or delay their response for any reason. This feature enables agents to temporarily set aside an email without impacting their availability for other interactions. Agents now have the ability to park email interactions and return to them later, manage email drafts and pick up where they left off when they return to the parked email. Supervisors can now see which emails are active and parked, and monitor or reassign these interactions if necessary.
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 ACD emails, Work with email interactions, and Interactions view.
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.
Messenger session persistence
Administrators can now enable session persistence for Messenger across sub-domains within the same domain. This feature allows conversations and the ability to track customer journeys to continue as customers move between different sub-domains; for example, from sales.business.com to help.business.com, and prevents an interruption in the customer experience as they browse across a brand’s website. Previously, sessions reset when customers navigated between sub-domains.
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, What is Messenger Session Persistence and how does it work?, and Does Co-browse support cross-domain and cross-subdomain browsing?.
Mobile Messenger SDK for iOS and Android
Administrators can now integrate no-code or low-code embeddable UIs for asynchronous messaging directly into native mobile apps. This feature enables administrators to manage these interfaces remotely with the following capabilities and allows for quick adjustments and optimisations without interrupting service. Remote management provides greater control and flexibility and makes it easier to respond to user needs and streamline the update process.
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Conversation Auto-start
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Conversation disconnect
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Custom Attributes
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Bot – Quick Replies
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Agents can send files to end-users
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 web messaging, and Messenger Mobile SDK development page.
Workitem query and filter improvements
Agents and supervisors can now use up to 10 external tags to filter workitems in the list view, significantly improving their ability to quickly locate and resolve workitems. Previously, filtering was limited to five external tags. This enhancement provides more flexibility in managing and tracking work. Also, developers can now query workitems based on up to 20 assigneeIDs using the query API endpoint to identify workitems assigned to specific agent(s). Developers can now more effectively manage and retrieve relevant workitems.
Licensing: Work Automation Add-on.
Further Information: Work with List View, and Task Management.
Direct access to interaction details from the Customer Journey tab
Agents can now click Interactions details from the Customer Journey tab to view detailed information about the interaction. This direct access functionality is available for voice, messaging, digital, and social media interactions. Previously, to review past interaction details during an active interaction, agents had to perform a manual search through the Performance > Interaction view. This feature helps promote a consistent and user-friendly experience for agents across all 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: Navigate to the interaction details view from the customer journey tab.
Enhanced workitems list view with column picker and advanced filtering
Administrators can now use a column picker and new filtering options in the Workitems List view. This update also includes more data columns, such as Service Level Status, and various filter improvements to give administrators more granular control over analytics data. This feature enables administrators to add or remove columns based on their specific tasks and improves workitems management efficiency.
Licensing: Work Automation Add-on.
Further Information: Work with List View.
Web messaging support in the Zurich (EUC2) region
Genesys Cloud CX now supports web messaging in the Zurich (EUC2) region. With the recent availability of API Gateway support in the EUC2 region (Zurich) from AWS, web messaging services can operate locally within this region. Previously, web messaging for Zurich had to route through a proxy in the EUC1 region (Frankfurt). This feature simplifies infrastructure, reduces latency, and improves the overall performance of web messaging services in the EUC2 region.
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: AWS regions for Genesys Cloud CX web messaging.
Work items custom panel support
Genesys Cloud CX now supports the ability to use client applications to create and add custom panels to work items. Developers can create and publish custom i-frame panels to enhance work items with tailored content and tools. Administrators can add these custom panels and determine the order on a work item. This enhancement improves the flexibility and functionality of work items, enabling more customised workflows and better support for specific operational needs.
Licensing: Work Automation Add-on.
Further Information: Specify default panels for agent interactions.
Notification topic for outbound message delivery failures
Developers can now enable a new notification topic that triggers when outbound web messaging messages fail to reach users. This feature helps developers integrate with process automation, allowing them to automatically initiate Agentless Message APIs and push notifications through third-party providers. This feature benefits businesses that want to notify users through alternative channels when a message delivery fails. The notification topic helps companies react to delivery failures efficiently and reduces the likelihood of missed communications, thus improving overall customer engagement.
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 web messaging.
Customer-first callback option
Administrators can now configure a customer-first callback for queues in Genesys Cloud CX. This feature enables the platform to place a call to the customer first before connecting the interaction to an agent. When the user is ready to speak, the system places the call to an agent and maintains the interaction’s original queue position. This enhancement reduces the time spent waiting for outbound calls to connect. Instead of agents making the outbound call and waiting for the user to answer, the platform handles the dialing process. Only live interactions route to agents, which improves agent performance and enhances the overall workflow.
Licensing: All licenses include this feature.
Further Information: Customer first callbacks overview, and Create and configure queues.
Step-up authentication during web messaging sessions
Administrators can now enable agents and bots to request step-up authentication during ongoing web messaging sessions, which allows a conversation that begins without authentication to transition to an authenticated session when the customer signs in to the brand’s website. This feature improves transaction security by helping to ensure that sensitive interactions occur within an authenticated context and benefits transactions that require higher levels of security. Step-up authentication provides flexibility in authentication management without interrupting the flow of the conversation. Agents or bots can now guide customers through the authentication process to complete important transactions, making interactions both secure and efficient.
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 3 Digital.
Further Information: Configure Messenger.
Data, Analytics and Reporting
Dashboard Owners page
Administrators and supervisors can now access dashboards owned by any user in the organisation directly from the Dashboard Owners page. This feature enables administrators to view or delete obsolete dashboards and provides a more efficient dashboard administration process.
Licensing: All licenses include this feature.
Further Information: Performance dashboard owners, Add and edit Performance Dashboards, and Performance Dashboards overview.
Increase quality management topic limit to 5000 on request
Administrators can now request an increase in the maximum number of quality management topics for the organisation up to 5000 topics. Previously, Genesys Cloud CX capped the limit to 500 topics. This increase benefits organisations that require the same topic to repeat in different languages for various geographical areas. The expanded limit enables administrators to create and manage all necessary topics to meet their diverse business needs, which enhances the utility of speech and text analytics (STA) for larger and more complex organisations.
Licensing: 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.
Further Information: Work with a topic, and Work with a program.
Journey management with Funnel analysis
Journey management enables journey managers, analysts, and CX leaders to assemble and analyse journeys. They can also use funnel analysis to automatically track the path that customers progress through different stages of their journeys and then receive instant feedback about successful interactions and also areas to improve. This feature provides instant access to captured interaction data so that they can visualise conversion rates between journey events and identify where customers drop off. Funnel analysis enables management to rapidly generate insights without the need for coding to test hypotheses, analyse journey behaviour, or pinpoint areas that need improvement.
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: Journey Management overview.
Enhanced queue activation panel with search and pagination in agent detail views
Administrators can now search and page the queue activation panel in agent detail views. If the search request returns more than 25 queues, then pagination controls allow users to navigate through the results. This update improves the overall usability and ensures that all queues are accessible.
Licensing: All licenses include this feature.
Further Information: Agents Performance Detail view, Email Agent Performance Detail view, and Message Agent Performance Detail view.
Extended voice transcription services support for Hindi
Extended voice transcription services (EVTS) support is now available for Hindi (hi-IN). Extended voice transcription services incur an additional cost per minute. Register for EVTS through the Genesys AppFoundry.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3.
Further Information: Genesys Cloud CX supported languages, and Configure voice transcription.
Agent Assist Performance, and Predictive Routing Queue Detail dashboard improvements
Genesys improved the look and feel of the Agent Assist Performance, and Predictive Routing Queue Detail dashboard views. Enhancements include improved filtering and date and time selections to align with other views in the analytics workspace. The updated views also include templatised card layouts to provide a more intuitive and consistent experience.
Licensing: All licenses include this feature.
Real time data update indicators in analytics views
Supervisors and administrators can now view data updates in real time in the analytics performance views. This feature provides a live indicator or a last updated time stamp to help supervisors determine when dashboard data refreshes. Previously, certain data such as surveys or speech and text analytics required manual reloads to view updated data. With the new indicators, supervisors can now easily distinguish between live data and data that requires manual updates, which improves the overall efficiency of performance monitoring and decision-making.
Licensing: All licenses include this feature.
Further Information: Performance Dashboards overview, Queues Activity Summary view, and Agents Performance Summary view.
View acoustic data in topic trends, and agent, queue, flow topic views
Administrators can now view and filter acoustic data in topic trends, and in agent, queue, flow topic views. Supervisors and analysts can access and filter acoustic metrics, including talk time, silence, overtalk, and hold music within these views. This feature makes it easier to identify patterns such as interactions with prolonged silence and improves the analysis of communication dynamics.
Licensing: 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.
Further Information: Agent topics summary view, Queue topics summary view, and Flow topics summary view.
Enhanced responsive layout and widget scaling for dashboards
Supervisors can now use dashboards with an enhanced responsive layout, and auto-scaling widget sizing. The enhanced responsive layout ensures constant access to key performance insights, regardless of screen size, without compromising the user experience. In addition, updated charts now feature improved colour contrast and accessibility compliance, making the dashboards more user-friendly. These changes align the analytics dashboards with modern UX standards, providing a more streamlined and accessible interface.
Licensing: All licenses include this feature.
Further Information: Add and edit Performance Dashboards, and Performance dashboard owners.
Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support
Sensitive data masking is now available for Dutch Netherlands (nl-NL), German Germany (de-DE), German Switzerland (de-CH), Portuguese Brazil (pt-BR), Portuguese Portugal (pt-PT), Spanish United States (es-US) and Spanish Spain (es-ES) voice interactions.
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
Enhanced control over agent assistance process
Administrators can now use the new Chat > agentassistance > Access permission to grant or remove user access from the Agent Assistance functionality. This feature enables administrators to show or hide the visibility of the agent assistance lifeboat icon in the left navigation menu. Administrators can limit agent assistance availability only to specified agents. Previously, agents with the Routing > Agent > Onqueue or the Routing > Queue > Edit permissions assigned to their role could access this feature, regardless of their group or role within the organisation.
Licensing: Communicate.
Further Information: Can I disable Agent Assistance in Collaborate chat?.
Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing
Administrators can now enable Genesys Agent Assist and Genesys Agent Copilot features for English (en) dialects to manually or automatically surface knowledge in outbound engagements and provide Agent Copilot next best actions to the agent. This update provides the agent with helpful tools and suggestions during their outbound interactions, which helps to maximise agent productivity and support a uniform experience, regardless of the engagement type. This enhancement helps agents make better-informed decisions and reduces handle time, ultimately leading to improved customer interactions and a more streamlined workflow.
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, or Genesys Cloud CX AI Experience.
Further Information: Genesys Agent Assist availability in Genesys Cloud CX licenses, and Genesys Cloud CX supported languages.
Suppress profile notifications
Administrators can now allow users to suppress profile notifications through the notification preferences. Previously, users received profile notifications by default without the option to disable them. Also, Genesys Cloud CX telephony users can now toggle on or off hardware notifications for input and output devices. This feature reduces unnecessary interruptions and enhances user customisation of their notification settings.
Licensing: All licenses include this feature.
Further Information: Change Mac desktop app preferences, Change Windows desktop app preferences, and Change web app preferences.
Workflow triggers for collaborate chat messages
Administrators can now trigger Architect workflows each time that Genesys Cloud CX creates, updates, or deletes a Collaborate chat message. This feature allows organisations to automate processes based on chat activity and improves event orchestration and process automation.
Licensing: Collaborate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Overview of triggers, and Collaborate Chat overview.
Persistent agent settings for embedded clients on the server side
Genesys Cloud CX embedded clients can now ensure that agent settings, such as Prompt for queue on click-to-dial, and Remember the last selected queue, are stored on the server side. Previously, these settings were saved locally in agent browsers only and would not persist when they cleared their cache or reset their browser. Agents no longer need to reconfigure their preferences after a reset, which reduces their setup time and improves workflow efficiency. This feature helps provide a more stable and reliable experience for managing personalised agent settings across sessions.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Do agent settings in the embedded clients remain after the browser cache is cleared?.
Workflow triggers for external user presence events
Administrators can now trigger Architect workflows based on user presence events from UC integrations like Microsoft Teams, Zoom, or 8×8, in addition to Genesys Cloud CX events. This update enables organisations to automate processes via presence events from external platforms, which enhances integration flexibility and streamlines workflows that trigger by user status changes.
Licensing: Collaborate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Overview of triggers, and Collaborate Chat overview.
Poly/HP Edge E Series managed phones available in Genesys Cloud CX
Genesys Cloud CX administrators can now deploy Poly/HP Edge E Series hardware phones as Genesys Cloud CX managed phones. This feature establishes support for the next generation of Poly IP-based SIP phones. Media tier Version 1.0.0.18140 or later is required.
Licensing: All licenses include this feature.
Further Information: Managed phones: models and feature matrix, Find your phone’s configuration settings, and Configuring a premises SIP phone trunk for a Poly E Series phone.
Open Platform
Enhanced security with HIPAA compliant inactivity timeout
CX Cloud from Genesys and Salesforce now automatically supports a 15-minute inactivity timeout, a HIPAA compliance requirement. The integration automatically logs users out of the system after 15 minutes of inactivity, which prevents unauthorised access to the platform during unattended sessions. This feature ensures that organisations meet regulatory standards, enhances security, and protects sensitive information, even when users forget to log out. Previously, administrators had to manually configure this setting.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Inactivity timeout and HIPAA compliance for CX Cloud from Genesys and Salesforce, and HIPAA Compliance.
Hardware and OS support for CHS Large devices
Genesys Cloud CX now offers a new bill of materials (BOM) for the custom hardware solution (CHS) Large Edge device, which now includes the DL360 G11 server powered by the 5th Gen Intel Xeon processor. This enhancement reduces hardware constraints for non-mission-critical components and offers more robust and flexible options for deployment. All new CHS Large and CHS Small devices now run on the Amazon Linux 2023 operating system. This update improves the installation process, especially in high-security network environments, and gives administrators greater control and improved access to logs. The new BOM allows pre-packaged Linux Edge appliances to use the CHS installer as an alternative to RMA and offers improved support with OS-level password management.
Licensing: All licenses include this feature.
Further Information: Bill of materials for the Customer Hardware Solution (CHS) – Large.
Genesys Cloud CX Voice number management UI improvements
Genesys Cloud CX improved the look and feel of the Genesys Cloud CX Voice Number Management page. These updates include improvements to the appearance of form controls and tables and changing the name of the Orders tab to Port Requests. These improvements enhance usability and consistency across the platform. This feature does not affect existing functionality.
Licensing: All licenses include this feature.
Further Information: Purchase DID Numbers Purchase Toll-Free numbers, Port Toll-Free numbers Port DID numbers, and Port Toll-Free numbers in bulk Port DID numbers in bulk.
Self-Service and Automation
Genesys Cloud CX voice controlled attestation for outbound calls
Genesys Cloud CX Voice now signs and attests outbound calls originating from Genesys Cloud CX Voice numbers. This feature ensures compliance with the STIR/SHAKEN caller ID authentication framework. Outbound calls that a user makes from Genesys Cloud CX Voice numbers receive an A level attestation, while outbound calls that a user makes from third-party numbers receive a B level attestation. This update enables Genesys Cloud CX to independently ensure that outbound calls authenticate with the appropriate attestation level and helps to reduce the risk of inadvertently blocking calls or marking them as spam.
Licensing: All licenses include this feature.
Further Information: Genesys Cloud CX support of the STIR/SHAKEN mandate.
Knowledge workbench connectors for Salesforce and ServiceNow
Genesys Cloud CX introduces built-in knowledge base connectors for Salesforce and ServiceNow. This feature enables knowledge authors to add and configure third-party content and then surface that knowledge in bots, Agent Copilot, Messenger, and the knowledge portal. Knowledge authors can use existing knowledge management tools that contain historical company content without recreating or importing it into the Genesys Cloud CX knowledge workbench. Before the organisation can add source content, administrators must first add the Salesforce or ServiceNow integration. Built-in connectors that sync existing content promotes knowledge base and article management.
Licensing: 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: Built-in connectors for knowledge articles, Add a third-party knowledge base integration provider, and Add a third-party knowledge base to the knowledge workbench.
Agent Copilot AI-generated answers from manual search
Agents can now view a summarised answer generated by artificial intelligence (AI) at the top of Agent Copilot search results. This feature enables agents to receive fast and personalised answers to customer queries, in addition to highlighted answers within search results. AI-powered search results benefit knowledge authors and Copilot admins as they leverage additional resources, including knowledge base connectors such as Salesforce and ServiceNow. In this release, AI generates answers from the first search result only; however, a future release will include answer generation across the top 3 to 5 articles.
Licensing: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX AI Experience.
Further Information: Work with Genesys Agent Copilot.
Resize images and tables in knowledge workbench articles
Knowledge authors can now resize FAQ images and tables directly within the knowledge workbench. This feature enables knowledge authors to easily manage and customise content in their question and answer pairs.
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, or Genesys Cloud CX AI Experience.
Further Information: Format a knowledge base V2 question and answer article, and Channel, bot, and touchpoint capabilities feature comparison.
Workforce Engagement
Screen recording playback UI modernisation
Genesys Cloud CX improved the Screen Recording Playback user interface (UI) with a new look and feel. These improvements include modernised icons that automatically adjust in size and spacing when users reduce the page resolution to avoid icon clutter and overlapping components. These enhancements do not impact existing functionality.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Modify a screen recording’s archive or deletion date.
Improved customer sentiment and agent empathy analysis for English dialects
Genesys Cloud CX improved customer sentiment and agent empathy analysis for supported English 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: Genesys Cloud CX supported languages.
Workforce management per minute scheduling granularity
Administrators can now create work plans that reflect per minute start times and durations for shifts and activity codes in schedule generation, rescheduling, and work plan flows. This feature provides more precise scheduling based on contracted hours and reduces the need to manually adjust toward the previous 5-minute granularity limit. Also, per minute start times and durations helps to ensure better synchronisation between workforce management and HR systems.
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: About workforce management, Per minute granularity overview, and Agent activity overview.
