Contact center

Status metrics for multiple queues on Performance Dashboards

Contact center managers and supervisors can now view status metrics across multiple queues in one widget on their Performance Dashboards. This feature displays agent status metrics in real time across multiple queues in one widget and allows managers and supervisors to allocate resources efficiently. Previously, widgets displayed agents’ status for only one queue at a time. For more information, see Add and edit Performance Dashboards. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud EX.

Support for capitalization and punctuation in native voice transcription for English transcripts

Genesys native voice transcription in English now adds capitalization, periods, question marks, and commas where applicable. This improvement enhances transcript readability and does not impact sentiment analysis, topic spotting, or content search performance. For more information, see Work with a voice transcript. This feature requires one of the following subscriptions: Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3. 

Improved sentiment analysis for English

Genesys Cloud updated its English sentiment analysis model. The updated model uses context from surrounding phrases to improve the detection rates of positive and negative sentiments. The use of context means that the same phrase in different interactions can have different scores. This update affects both sentiment scores and trends. For more information, see About sentiment analysis. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Knowledge workbench Dutch language support

Knowledge workbench is now available for Dutch (nl-NL). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Deprecations and announcements

CIDR IP address range for cloud media services expansion postponement

On October 19, 2022, Genesys announced the purchase of an additional CIDR IP address range for use in Genesys Cloud media services. The take affect date is now March 1, 2023. This change affects organizations that use Genesys Cloud Voice or BYOC Cloud and have a firewall policy in place to allow only traffic from certain IP ranges and restrict outbound connections from BYOC Cloud SBCs, Genesys Cloud clients, phones, and Edge devices. For more information about how to prepare for this expansion, see CIDR IP address range expansion for cloud media services. This feature has no restriction by user or required user to access.

Canned reports deprecation date updates

On June 22, 2022, Genesys Cloud announced the migration of canned reports to dynamic view exports. To allow for more time to achieve functional parity between canned reports and view exports, Genesys is modifying the deprecation plan. The deprecation notice includes updates to the deprecation dates for each report. For more information, see Deprecation: Canned reports. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.