Genesys Agent Assist provides generative AI to summarize agents digital interaction with customers. Agents can reduce ACW by using this summary during wrap-up. This feature uses generative AI to summarize the key aspects of the conversation. For more information, see . This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital.
Administrators and contact center supervisors can now navigate more easily to schedules and shift trades view. These options appear under the Workforce Management > Scheduling menu on the left side of the page. For more information see , , and . This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Genesys Cloud now automatically detects the language in digital interactions via machine learning algorithms and then applies the appropriate sentiment analysis and topic spotting. Also, the content search categorizes interactions by language, rather than marking them as unknown. For more information, see . This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-On II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.
Knowledge authors can now make edits to multiple knowledge base question and answer articles. For more information, see . This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Quality administrators can now have the ability to copy an existing evaluation or web survey form, which they can update and publish as necessary. For more information, see the documentation: and . This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.
Administrators and contact center supervisors can now enable a the Customer Journeys tab in the Performance > Interactions View to see the last 60 days of the external contact’s journey history. Access to this tab requires the External Contacts > Session > View permission. This feature already exists for Predictive Engagement customers and is now enriched with conversation data. The new tab provides supervisors with a view of all the stitched channel conversations enabled by Single Customer View. For more information, see , , , and . 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 CX 3, Genesys Cloud CX 3 Digital.
Administrators and canned responses authors can now use the HTML source code editor to create and manage content. The HTML source code editor is available in the following response types: Standard, Campaign Email Template, and Footer. For more information, see . This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Administrators can now use divisions to control which users can view and export information from the Queue Agent Details View. This constraint ensures that users may only view agent information if their role is scoped to the same division as the agent. For more information, see . This feature has no restriction by user or required user to access.
Organizations that use a custom SMTP integration to send email can now use OAuth 2.0 to authenticate. Administrators can choose between basic authentication and OAuth 2.0 when they activate the SMTP server integration. For more information, see . This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
On April 26, 2023, Genesys removed the original Customer Journey tab for Predictive Engagement organizations, and replaced with an enhanced tab. The new, enhanced Customer Journey tab view replaces the original version and is available to users with the new External Contacts > Session > View permission. The tab gives a visual representation of a customer’s journey on a tracked website. The original Customer Journey tab is no longer be available in Live Now, Agent CX agent workspace, Interactions view, and Salesforce embedded view interfaces. For more information, see . This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Get user feedback about articles.