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This article describes all releases of the Unified Experience from Genesys and ServiceNow integration. For more information, see About Unified Experience from Genesys and ServiceNow.
Real-time voice transcription for ServiceNow Unified Experience
Agents can now view real-time Genesys Cloud voice transcripts directly within the ServiceNow Agent Workspace. Genesys Cloud publishes voice utterances to ServiceNow as the conversation occurs, allowing agents to follow the conversation in the active call viewer and enabling ServiceNow capabilities such as Now Assist to use the transcript for in-conversation assistance. This integration helps agents access conversation context and relevant assistance within their ServiceNow workspace: Set up voice transcription in ServiceNow Agent workspace and Does Unified Experience from Genesys and ServiceNow support voice transcription?
ServiceNow email metadata capture and auto-answer
Administrators can now capture and persist metadata from the first inbound email of a customer interaction, including the subject, body, From, To, and CC/BCC addresses. This information can be used in customer-defined Architect flows to support priority-based and skill-based routing based on information such as subject keywords, sender details, recipient addresses, and email content. For inbound emails associated with ServiceNow CSM Workspace, the system can also automatically send an acknowledgment to the sender without requiring manual agent action: Configure Unified Experience for ServiceNow email routing and Enable auto answer for incoming interactions in the ServiceNow integration.
Support for agent-requested wrap-up for voice calls
Agents in ServiceNow Unified Experience can now initiate wrap-up while a voice call is still active when agent-requested wrap-up is configured for the queue. This feature allows agents to begin completing wrap-up activities, including notes and wrap-up codes, before the call ends, helping to reduce post-call handling time and improve efficiency. This capability is available in the ServiceNow CSM, ITSM, and HRSD workspaces: Wrap-up code administration for Unified Experience from Genesys integration.
Agent-first callback handling
Agents can now manage agent-first callbacks within the Unified Experience from Genesys and ServiceNow. Agents receive alerts for assigned callbacks and can answer or decline them, select a customer number, and initiate the corresponding voice call directly from their workspace. They can also transfer callbacks, retain them for additional call attempts, and close callbacks when the interaction is complete, providing a more streamlined callback workflow with less context switching: Set up callback handling in ServiceNow and Handle callbacks in ServiceNow.
Package version: 1.4.45Routing of incident in ServiceNow ITSM Workspace and HR cases from HR Agent Workspace
Administrators can now route ServiceNow incidents from ITSM workspaces and HR cases from HRSD workspaces through Genesys Cloud workitems. This enhancement extends the existing ServiceNow case routing experience to additional record types, helping organizations consolidate work routing and support consistent synchronization, agent status, reporting, and analytics across ServiceNow workflows: Set up routing of incident workitems in ServiceNow ITSM Workspace and Set up routing of HR cases in ServiceNow HR Agent Workspace.
Manual wrap-up codes for digital messaging
Agents can now apply manual wrap-up codes to digital messaging interactions within the ServiceNow Unified Experience integration. This capability supports web messaging, SMS, and social messaging interactions across ServiceNow CSM, ITSM, and HRSD workspaces. Manual wrap-up codes help provide a consistent post-interaction experience and support reporting and analytics across interaction types: Wrap-up code administration for Unified Experience from Genesys integration.
Digital messaging support for ServiceNow ITSM workspaces
Administrators can now enable digital messaging channels within ServiceNow ITSM workspaces. This feature allows agents to manage social media, web messaging, open messaging, and SMS interactions using ServiceNow-native UI components. This update ensures a consistent agent experience across both CSM and ITSM workspace types: Set up digital messaging in Unified Experience.
Support for case task routing in Unified Experience
Administrators can now route ServiceNow case tasks as Genesys Cloud workitems through the Unified Experience integration. This enhancement enables organizations to route case tasks in addition to ServiceNow case records, improving workflow flexibility for multi-stage ServiceNow processes: Set up routing of cases and case tasks in ServiceNow CSM Workspace.
ServiceNow email routing via Genesys Cloud
ServiceNow email interactions can now be routed through Genesys Cloud using routing criteria such as skills, priority, and agent availability. Agents can manage email interaction actions such as transfer, hold, and close within the ServiceNow Agent Workspace using ServiceNow-native controls, while benefiting from Genesys Cloud routing and interaction management capabilities. This feature helps improve productivity by providing a unified experience for handling customer interactions: Configure Unified Experience for ServiceNow email routing and Work with ServiceNow email interactions.
Package version: 1.4.1Display of agent availability during call transfer
Agents can now see both presence state and real-time availability for other agents during transfers in the ServiceNow call controls. The displayed status reflects the agent’s Genesys Cloud presence status. This update helps agents make more informed transfer decisions while keeping the availability display consistent with the Genesys Cloud Web Directory and leaving existing transfer behavior unchanged: Call controls in the ServiceNow UI workspace.
Enhancements to support for outbound calls on behalf of a queue
Agents can now place manual outbound calls in the ServiceNow Global Call window on behalf of a selected queue. The selected queue context is passed to Genesys Cloud for routing and synchronized with the Queue Activation component: Call on behalf of queue in Unified Experience.
Digital messaging channels available in Unified Experience
Agents can now handle Genesys Cloud digital messaging interactions, including web messaging, SMS, and social messaging, directly within the ServiceNow Unified Experience workspace. This update expands Unified Experience to support Genesys Cloud digital messaging channels: Set up digital messaging in Unified Experience.
Package version: 1.3.0
Fixed pagination on CCaaS admin console syncing of skills and queues.
Package version: 1.2.3Use the new ServiceNow Extension Points to sync queues and skills in the CCaaS Admin Console so that auto answer for interactions works as expected.
Package version: 1.2.2Enable auto answer for interactions
Administrators can now configure auto answer for voice calls in ServiceNow through the Unified Experience from Genesys and ServiceNow integration. This enhancement improves call-handling efficiency by automatically answering incoming ACD calls within queues. Auto answer can be set at both the queue and agent levels in Genesys Cloud, providing greater flexibility in how calls are delivered. By automating the answer process, the feature enhances the user experience and reduces irregular behavior associated with manual call handling: Enable auto answer for incoming interactions and Accept a call.
Package version: 1.2.1Asia Pacific (Singapore) and Americas (Mexico) regions
Administrators can now select Singapore or Mexico as their Genesys Cloud environment: Create an OpenFrame configuration in ServiceNow.
Package version: 1.2.1
Support for outbound calls on behalf of a queue
Agents who use the Unified Experience for Genesys and ServiceNow can now place outbound calls on behalf of a queue. This feature extends existing outbound calling capabilities, enabling agents to associate calls with specific queues for more accurate analytics, consistent ANI presentation, and alignment with recording and quality management policies: Call on behalf of queue in Genesys Cloud interaction window.
Administrators can map the participant data that Genesys Cloud collects from flows, bots, and virtual agent interactions and display them in corresponding ServiceNow fields. Agents who use Unified Experience from Genesys and ServiceNow can now view interaction context directly in ServiceNow interaction fields. This feature helps agents to enhance personalization and reduce handle time by minimizing the need to ask customers for repeated information: Configure attribute mapping between Genesys Cloud and ServiceNow.
Package version: 1.2.1
Support for Scripter component in ServiceNow
The Unified Experience from Genesys and ServiceNow now supports the Scripter component that can be embedded directly within the interaction record page in the ServiceNow workspace. Administrators can create Genesys Cloud Scripts that provide agents with guided workflows to ensure consistent customer interactions and efficient handling of calls and other interactions. When an agent answers a voice call in the ServiceNow workspace console, the configured Scripter gadget automatically opens in the interaction record page: Add Genesys Cloud Embeddable Component in ServiceNow and Use Genesys Cloud components in ServiceNow.
Package version: 1.2.1
Support for GCBA
Agents who use both voice and digital capabilities for Unified Experience from Genesys and ServiceNow can now use Genesys Cloud Background Assistant (GCBA) on Windows 10 and 11 operating systems for screen recording. Administrators can install GCBA independently from the integration installations. With GCBA, agents can pause and resume recordings when collecting sensitive information and record screens during calls to support compliance, documentation, and training needs. This feature enables screen recording capabilities to send appropriate signaling to authenticate the application and to track the user conversation life: Secure pause and resume call recordings in ServiceNow and Can I record an agent’s screen when they handle interactions in ServiceNow using Unified Experience from Genesys and ServiceNow?.
Package version: 1.2.0
Support for phone book
Agents can now use the phone book and directly place call to agents, queues, or external contacts from the Genesys Cloud widget in the ServiceNow UI workspace. This enhancement allows the agent to search by name, phone number, or queue and quickly select from relevant results, streamlining the workflow for calling customers and other contacts for more efficient operations: Call controls in the ServiceNow UI workspace.
Package version: 1.2.0
Support for Agent Copilot in ServiceNow
The Unified Experience from Genesys and ServiceNow now supports AI-powered assistance via the Agent Copilot component embedded directly within the ServiceNow workspace. With the Agent Copilot component, agents can access real-time guidance such as knowledge articles and suggestions, which simplifies tasks during live interactions and improves the overall customer experience. Agent Copilot enhances agent efficiency and reduces workload by delivering relevant information, automating processes, and improving conversation management in real time: Add Genesys Cloud Embeddable Component in ServiceNow and Use Genesys Cloud components in ServiceNow.
Package version: 1.2.0
Support for ITSM workspace in ServiceNow
Agents can now use ServiceNow IT Services Management (ITSM) workspace in ServiceNow to handle calls that are routed by Genesys Cloud. Agents can use native ServiceNow voice controls to make voice calls, manage presence, and access embedded WEM tools directly within their ITSM environment: Log in to a ServiceNow instance.
Wrap-up code integration between Genesys Cloud and ServiceNow
ServiceNow displays the wrap-up codes configured in the corresponding Genesys Cloud queue. After agents complete a Genesys Cloud-hosted interaction and then select the appropriate wrap-up code in the ServiceNow interface. Then, the integration automatically pushes the selected value to Genesys Cloud: Wrap-up code administration for Unified Experience from Genesys integration.
Administrators can now synchronize ServiceNow cases with Genesys Cloud workitems. This update enables administrators to bring ServiceNow cases directly into Genesys Cloud as workitems for routing and orchestration: Set up routing and assigning cases in ServiceNow.
Package version: 1.1.0
This initial release of Unified Experience from Genesys and ServiceNow integration that enables routing of chat and voice interactions through Genesys Cloud for agents in ServiceNow.
Package version: 1.0.0
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