Genesys Cloud FedRAMP Region – December 13, 2023
Genesys is modifying the regional deployment schedule for the release of new features. This week’s features will begin to deploy on Wednesday, with full deployment across all regions expected to be completed by the end of the day Friday.
Customer engagement
Outbound dialing contact list builder
Outbound administrators can now use the contact list builder to upload a data file and create multiple contact lists from that source. Administrators can select a contact list template and a contact list filter to establish a reusable import template and then apply various splitting methods, such as Percentage, Quantity, Column Value, and Custom Selection. For more information, see Contact list builder. This feature requires one of the following subscriptions: Genesys Cloud CX1, Genesys Cloud CX2, or Genesys Cloud CX3.
Mobile customer journey tracking
Genesys Cloud now enables organizations to integrate journey tracking into mobile apps. Administrators can configure mobile-specific segments and outcomes through the console, collecting user navigations. For more information, see About mobile journey tracking. This feature requires one of the following subscriptions: Genesys Cloud CX1 Digital Add-on II, Genesys Cloud CX2, Genesys Cloud CX2 Digital, Genesys Cloud CX3, or Genesys Cloud CX3 Digital.
Mobile app event orchestration
Genesys Cloud now enables organizations to integrate journey tracking capabilities into their mobile applications. Administrators can trigger proactive messages within the application via Predictive Engagement. For more information, see Create a mobile messaging offer, and About mobile journey tracking. This feature requires one of the following subscriptions: Genesys Cloud CX1 Digital Add-on II, Genesys Cloud CX2, Genesys Cloud CX2 Digital, Genesys Cloud CX3, Genesys Cloud CX3 Digital, or Genesys Cloud AI Experience.
Data, analytics and reporting
Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
Programs, topics, and phrases support is now available for Chinese Cantonese (zh-HK), Chinese Mandarin (zh-CN), and Chinese Taiwan (zh-TW). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX1 WEM Add-on II, Genesys Cloud CX2 WEM Add-on I, Genesys Cloud CX3, or Genesys Cloud CX3 Digital.
Workforce engagement
Average Talk Time gamification metric
Administrators can now configure a gamification metric based on Average Talk Time. Average Talk Time is a variation of Average Handle Time that excludes hold times and wrap-up time or ACW. For more information, see Configure gamification profile metrics. This feature requires one of the following subscriptions: Genesys Cloud CX1 WEM Add-on II, Genesys Cloud CX2 WEM Add-on I, Genesys Cloud CX3, Genesys Cloud CX3 Digital, or Genesys Cloud EX.
Learning modules with rich text format
Genesys Cloud learning modules now support rich text content. This feature enables users to create custom content within their learning experiences, enhancing engagement through stylish formatting. For more information, see Add content to a development and feedback module . This feature requires one of the following subscriptions: Genesys Cloud CX1 WEM Add-on II, Genesys Cloud CX2 WEM Add-on I, Genesys Cloud CX3, Genesys Cloud CX3 Digital, or Genesys Cloud EX.
Supervisor insights improvements
Supervisors can now use new agent filtering options with the Insights feature to gauge and analyze agent performance more granularly. For more information, see Agent activity insights. This feature requires one of the following subscriptions: Genesys Cloud CX1 WEM Add-on II, Genesys Cloud CX2 WEM Add-on I, Genesys Cloud CX3, Genesys Cloud CX3 Digital, or Genesys Cloud EX.
- Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, 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.
- Some features may require an integration add-on.
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