Important: New feature deployment schedule in effect Starting March 4, 2024, Genesys will adjust the regional deployment schedule for the release of new features. Features will begin to deploy on Monday, with full deployment across all regions expected to conclude by the end of day Wednesday. Release notes and Resource Center documentation updates will publish on Mondays at 9:00 AM EST. In the event of deployment issues, the release notes will include updates about regional deployment status at 9:00 AM EST on Tuesday, Wednesday, and Thursday.
Administrators can now remove users from chat rooms if the users belong to a group that the administrators own. After removal, users cannot see the chat group or access messages from the chat group. This feature enables administrators to manage the chat room content and audiences.
Administrators can now assign an agent to outbound records that require a specific skill, or set of skills. Skills-based dialing is available for Preview and Progressive outbound campaigns.
The refreshed Predictive Engagement user interface offers new color schemes and table layouts to enhance the user experience. This feature does not change existing functionality or navigation.
Administrators can now create and add labels to interactions for improved management and control over routing and agent utilization. These labels provide organizations with enhanced control over how interactions are managed at both the organization and agent level. Also, flow authors can use Architect's Find Utilization Label, Set Utilization Label, and Clear Utilization Label actions to add or remove labels from interactions. Developers can now use an improved estimated wait time that includes utilization label data in its calculations.
Administrators can now set Max Calls Per Agent for Predictive Dialing and Power Dialing mode campaigns. This outbound campaign setting enables fine-tuning the maximum number of calls that can be launched for an agent at the campaign level.
The native voice bot and chat bot builder is now available in Architect. Administrators and contact center managers can use voice bots and chat bots with the Genesys-native knowledge workbench and Agent Assist applications to unify the bot authoring experience and enhance automation and customer self-service.
Administrators and contact center managers can now use voice bots and chat bots with the Genesys-native knowledge workbench and Agent Assist applications. This new feature unifies the bot authoring experience and enhances automation and customer self-service.
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.