Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Auto-answer functionality for agents in preview campaigns
Administrators can now set a weight value on an outbound voice campaign. This weight determines the allocation of more or fewer dialing lines and is based on its value compared with other campaigns using the same Edge resources.
Knowledge workbench is now available for Catalan Spain (ca-ES), Danish Dutch (da-DK), Finnish Finland (fi-FI), Norwegian Norway (nb-NO), Swedish Sweden (sv-SE), and Turkish (tr-TR).
Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist language support is now available for Chinese (Traditional/Cantonese) (zh-HK).
Where
Admin > Architect > Architect > [Bot Flow or Digital Bot Flow]
Genesys Cloud updated the Architect data tables in the user interface views to provide a more visually intuitive experience. The existing functionality remains unchanged.
Supervisors can now use additional charting features in the Insights view. These features facilitate an effortless visual comparison between the performance of a chosen group of agents and the performance of all agents in a gamification profile. Also, Genesys substituted the arrows in the Insights table, previously used for horizontal navigation, with a horizontal scrollbar.
Genesys Cloud enables features for release beginning Monday and by end of day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.