Exploring the Latest Updates and Features in Genesys Cloud CX
SEPTEMBER 2023
September has been a month of modernisation and simplification.
Modernisation, in an already continuously developing platform? Indeed, whilst the addition of new features and functionality is key, so is the user (agent, supervisor, administrator) experience.
Improvements in software visualisations and the desire to provide consistent experiences across the platform have led to Genesys providing numerous interface enhancements, reducing agent handling time when transferring interactions, and improving the experience for interaction flow designers.
Customer engagement
Additional EMEA numbers for Genesys Cloud CX Voice in US, Canada, and Europe
Genesys Cloud CX Voice customers in the US, Canada, and EMEA can now purchase DID and toll-free numbers in the following EMEA countries where Genesys Cloud CX Voice is available: Croatia, Cyprus, Czech Republic, Greece, Hungary, Israel, Romania, South Africa. Services are provided out of the US East (N. Virginia), US West (Oregon), Canada (Canada Central), EU (Frankfurt), EU (Ireland), and EU (London) regions. For more information, see Genesys Cloud CX Voice pricing, and Genesys Cloud CX Voice global coverage requirements and restrictions. This feature has no restriction by user or required user to access.
Additional APAC numbers for Genesys Cloud CX Voice in US, Canada, and Europe
Genesys Cloud CX Voice customers in the US, Canada, and EMEA can now purchase DID and toll-free numbers in the following APAC countries where Genesys Cloud CX Voice is available: Australia, Hong Kong, Indonesia, Japan, New Zealand, Singapore, South Korea, Thailand. Services are provided out of the US East (N. Virginia), US West (Oregon), Canada (Canada Central), EU (Frankfurt), EU (Ireland), and EU (London) regions. For more information, see Genesys Cloud CX Voice pricing, and Genesys Cloud CX Voice global coverage requirements and restrictions. This feature has no restriction by user or required user to access.
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support
Genesys Cloud Dialog Engine Bot Flows, and Genesys Digital Bot Flows are now available for Japan Japanese (ja-JP). For more information, see Genesys Cloud CX supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Open messaging typing indicators
Administrators can now allow customers to see when agents actively type messages. Administrators can also enable agents to see when their customers type responses to the message replies. For more information, see About open messaging, Platform configuration profiles overview, and Create and Assign a Configuration Profile. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 3.
Search domain names and email addresses lists
Administrators can now search the email domain names and email addresses lists in the domains dashboard and the email addresses dashboard to find specific email addresses and domains. For more information, see Set up outbound email for campaigns or agentless email notifications. 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.
Inbound call handling site for BYOC Cloud trunks
Telephony administrators can now use a new BYOC Cloud trunks setting for inbound call handling. This setting ensures a consistent dial plan evaluation, especially in ambiguous scenarios, like external transfers within an IVR flow when the trunk is present on routes in multiple sites. For more information see, Improve inbound call handling with the Number Plan Site feature. This feature has no restriction by user or required user to access.
Supported file attachments update in third-party messaging
Genesys identified a list of file types that are not supported by default in third-party messaging when agents send and receive chat interactions. This specification provides additional security by preventing the presence of unreliable file types across messaging channels. Administrators retain control over the content profile and to define supported media file profiles without restriction. For more information, see Supported content profiles. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Improved call analysis response performance
Outbound administrators can now select a live speaker detection level when they create a call analysis response, in addition to post-connect call analysis and answering machine detection response actions. This feature improves queue transfer speed for outbound campaigns. This feature will be available in select regions. For more information about availability, see Regional Rollout of Pure-4000: Adjustable Live Speaker Detection in the Genesys Community. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Bring Your Own (BYO) SMS in Genesys Cloud CX
Administrators can now use the Bring Your Own (BYO) SMS feature to integrate existing Twilio accounts and SMS numbers in Genesys Cloud CX. For more information, see Configure BYO SMS for Twilio. 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.
Data, analytics and reporting
WebRTC Media Helper in Analytics
Supervisors can now view which agents reject calls because of an inactive WebRTC Media Helper connection, when WebRTC Media Helper routes RTP streams outside the VDI infrastructure. This feature helps supervisors indicate that WebRTC Media Helper is required for certain users. For more information see, Agents Performance Summary view, Agents Performance Detail view, and Queues Agents Detail view. This feature has no restriction by user or required user to access.
Introducing the Genesys Cloud CX Analytics Add-on (A3S)
Genesys Cloud CX introduces the Analytics Add-on (A3S), a fully hosted solution that provides automated data integration, a cloud-scale analytical data warehouse (A3S Historical), real-time Event Bridge data delivered in a dashboard tool (A3S Real Time), and preconfigured reporting and analytics dashboards. Analytics Add-on (A3S) requires an initial enablement fee of $40,000 (USD) and subscriptions start at $20.00 (USD) per monthly contact centre seat. Subscribers receive regular updates and new features with their subscription. For more information, see Add Analytics Add-on to your subscription. This feature has no restriction by user or required user to access.
Configure rules for any user in a work team
Supervisors can now configure rules for any user within a work team. This feature enables supervisors to establish alerting criteria at the work team level, ensuring that these rules apply universally to all users within that specific work team. For more information, see Create an alert rule. This feature requires the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Out-Of-The-Box (OOTB) process updates
Administrators can now update out-of-the-box topics for the latest Genesys Cloud CX out-of-the-box versions. This update merges topics to add exact match capabilities for numerous phrases. The new replace and merge option refreshes the entire OOTB topic list, replaces unmodified topics, merges modified topics, and deletes obsolete topics and phrases. For more information, see Out-of-the-box topics. 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, Genesys Cloud CX 3 Digital.
Manually add words to the dictionary backend
Administrators can now manually include specific terms and phrases to enhance the accuracy of term identification and improve transcription precision. 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.
Open platform
Architect workflow trigger automation
Flow authors can now create and manage trigger automation in Architect workflows. This feature enables flow authors to direct Genesys Cloud CX to take a specific action when a certain event occurs. For more information, see About triggers. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3.
Introducing Genesys Cloud CX Accelerators
Administrators can now install Genesys Cloud CX development artefacts directly into their organisation with Genesys AppFoundry. Genesys Cloud CX Accelerators are sample configurations that can be deployed in your Genesys Cloud CX organisation. For more information, see Accelerators overview. This feature has no restriction by user or required user to access.
Self-service and automation
Support centre name change
Genesys Cloud CX rebranded the support centre as the knowledge portal. For more information, see About 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, Genesys Cloud CX AI Experience.
Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
Bot authors can now use Architect’s Transfer to ACD action in the same bot flow to escalate customers to agents. Previously, to use the transfer to ACD logic, bot authors had to create a separate flow that includes support for this action. For more information, see Transfer to ACD action. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.
Introducing the Architect Optimizations dashboard
Flow authors can now use the new Optimization dashboard in Architect to view key metrics for bot flows and digital bot flows. The dashboard displays total bot interactions, average duration, and average turns; the state in which the bot ends; issues associated with flow actions; and an intents summary. This feature provides flow authors with a single location to review areas for improvement and link directly to an area in the flow to resolve any issues or the conversation that contains the issue; thereby more easily optimising their voice or digital bot flow. For more information, see View bot and digital bot metrics in the Optimization dashboard. 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 flow outcomes and milestones user interface updates
Genesys Cloud CX updated the Architect flow outcomes and milestones user interface views to provide a more visually intuitive experience. The existing functionality remains unchanged. For more information, see Add a flow outcome and Add a flow milestone. This feature has no restriction by user or required user to access.
Architect zoom enhancement and legacy user interface toggle removal
Flow authors can now use the Architect zoom button to adjust the size of the task and state editor work areas. This feature enables flow authors to more easily zoom in and out of complex state and task editor configuration and retains the specified zoom percentage until a flow author changes it. Also, on September 6, 2023, Genesys will remove the New Architect toggle, which allows users to switch between the old version and the new version. For more information, see Task and state editor overview, Architect modernized user interface, and About Architect. This feature has no restriction by user or required user to access.
Cards and carousels for digital bot conversations
Flow authors can now use cards in digital bot flows to provide products and service descriptions during a conversation by introducing images, titles, body text, and optional referrals to external websites. Also, flow authors can now use carousels in digital bot flows to offer a sophisticated selection of options by applying the cards feature to present a title, images, and a list of buttons. These features improve the customer journey by providing an enhanced and engaging self-service experience. For more information, see Work with quick replies, cards, and carousels in digital bot flows. This feature requires one of the following subscriptions: Genesys Cloud CX User 2, Genesys Cloud CX User 3, or Genesys Cloud CX Digital Upgrade.
Expanded knowledge portal availability
The knowledge portal is now available for customers with Genesys Cloud CX 2, Genesys Cloud CX 3, and Genesys Cloud CX digital add-on subscriptions. Previously, only organisations with Genesys Dialog Engine Bot Flows could use the knowledge portal. For more information, see Knowledge portal overview. 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.
Knowledge optimizer unanswered queries improvements
Genesys Cloud CX improved the grouping and visual indicators for the knowledge optimizer. High, medium, and low impact tiles now appear with different background colours. Also, administrators can now use a date range filter to view unanswered queries for up to the last ten days. Previously, this filter was static and only provided data from the last three days. The current day’s data is collected and clustered overnight, and then displays the following day. This feature improves the ability to intuitively view and filter data to manage knowledge base V2 question and answer articles. For more information, see Optimize your knowledge base content. This feature requires Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.
Workforce engagement
WEM activity views in Genesys Cloud CX for Salesforce embedded client
Agents can now access schedules, evaluations, and standalone gamification features via WEM activity views. This feature enables agents to perform tasks in a single view instead of switching between Genesys Cloud CX and Salesforce. For more information, see WEM activity view in Genesys Cloud for Salesforce. 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, Genesys Cloud CX 3 Digital.
Telephony administrator user interface updates
Genesys Cloud CX updated the telephony administrator user interface. Updates include improvements to the Scheduling pages. These improvements increase visual and usage consistency with the rest of the Genesys Cloud CX Admin user interface. For more information, see Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages in the Genesys Community. This feature has no restriction by user or required user to access.
Workforce Engagement Management (WEM) activity view in external web environments
Agents can now access schedules, evaluations, and their scorecard and leaderboard via the agent activity views embedded within web environments such as Salesforce. This feature enables agents to perform important tasks in a single view instead of switching between Genesys Cloud CX and other desktop environments. For more information, see Workforce Engagement Management (WEM) activity view in external environments. 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, Genesys Cloud CX 3 Digital.
WEM activity widget for Genesys Cloud CX for Embedded Framework
Agents can now use the WEM activity widget to access schedules, evaluations, stand-alone gamification features, and embed WEM activity in the organisation’s website or application. Agents can access the WEM activity widget through a URL provided by the Genesys Cloud CX for Embeddable Framework. For more information, see Add WEM activity widget. 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, Genesys Cloud CX 3 Digital.
Architect workflow automated notifications
Flow authors can now use the new Send Notification action in Architect workflows to send automated email notifications to users. This feature enables stakeholders such as flow authors, administrators, agents, and supervisors to set up users to receive notifications. For example, of evaluation notifications or receive confirmation of released evaluations, and view notification recipients. For more information, see Send Notification action. This feature has no restriction by user or required user to access.
Deprecations and announcements
Search Audits APIs deprecation postponement
On May 10, 2023, Genesys announced that it would remove 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: Canned reports
On June 22, 2022, Genesys Cloud announced the migration of canned reports to dynamic view exports. Genesys is extending the deprecation plan to give customers extra time to transition from canned reports to performance view exports. The updated deprecation notice includes new dates for full deprecation and disabling the copy function for each report. The deadline for migrating all canned reports is now November 15, 2023. For more information, see Deprecation: Canned reports. This feature has no restriction by user or required user to access.
Deprecation: Active screen recordings UI
On March 27, 2024, Genesys will remove the Manage active screen recordings UI and replace it with a count of active screen recordings on the Recording Management UI. Along with the removal, the corresponding APIs will also be deprecated and will not support new features in the future. For more information, see Deprecation: Active Screen Recordings UI. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud EX.
Legacy alerting system deprecation postponement
On June 14, 2023, Genesys announced that it would remove the legacy alerting system on September 27, 2023. Genesys has postponed the removal date to January 24, 2024. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system. Genesys recommends that affected customers create a backup of their latest bots in production. For more information, see Deprecation: Legacy alerting system. This feature has no restriction by user or required user to access.