Genesys Cloud – February 14, 2024
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.
Enhanced pacing control in dialing campaigns
Administrators now have more granular control of pacing in an automated campaign for Predictive and Power dialing modes. They can now set the Compliance Abandon Rate in these dialing campaigns to under 1% and down to the tenths decimal place, for example, 0.9 or 5.1. The Compliance Abandon Rate can be set to a minimum of 0.1%.
Where:
- Admin > Outbound > Campaign Management > Voice Campaigns tab
One of the following licenses:
- Genesys Cloud CX1
- Genesys Cloud CX2
- Genesys Cloud CX3
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Co-browse for voice via Messenger
Administrators can now easily support co-browse for voice using their Messenger deployment. During voice interactions, customers can use co-browse to share their browser view with agents and help overcome friction points on the website. Agents can also request limited control over the customer’s browser to better assist them.
Where:
- Admin > Message > Messenger Configuration
One of the following licenses:
- Genesys Cloud CX1 Digital Add-on II
- Genesys Cloud CX2
- Genesys Cloud CX3
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Deploy Messenger without web messaging
Administrators can now actively disable web messaging in their Messenger configuration. This action allows administrators to deploy Messenger exclusively for Messenger app usage, such as co-browse for voice or the Knowledge App.
Where:
- Admin > Message > Messenger Configuration
One of the following licenses:
- Genesys Cloud CX1 Digital Add-on II
- Genesys Cloud CX2
- Genesys Cloud CX3
Read more:
Messenger JavaScript SDK toaster plugin
Developers can now use the Messenger JavaScript SDK toaster plugin for Messenger to actively display custom alerts, disclaimers, and offers on their website.
Where:
- Admin > Message > Messenger Configuration
One of the following licenses:
- Genesys Cloud CX1 Digital Add-on II
- Genesys Cloud CX2
- Genesys Cloud CX3
Read more:
Enhanced external contacts data access control for agents
Administrators can now use the External contacts > Session > View and the Journey > Session > View permissions to control whether or not agents only view customer journey data for the divisions that are assigned to their user roles.
Where:
- Admin > Live Now > Customer Summary > Customer Journey Interactions panel
One of the following licenses:
- Genesys Cloud CX1
- Genesys Cloud CX1 Digital Add-on II
- Genesys Cloud CX2
- Genesys Cloud CX2 Digital
- Genesys Cloud CX3
- Genesys Cloud CX3 Digital
- Genesys Cloud AI Experience
Read more:
Improved native voice transcription accuracy for Spanish
Genesys Cloud improved native voice transcription accuracy for Spanish Spain (es-ES) and Spanish United States and Latin America (es-US).
Where:
- Admin > Quality > Speech and Text Analytics
One of the following licenses:
- Genesys Cloud CX1 WEM Add-on II
- Genesys Cloud CX2 WEM Add-on I
- Genesys Cloud CX3
Read more:
Customize knowledge touchpoints for Predictive Engagement customer and journey attributes
Knowledge authors can now customize knowledge article touchpoint variations for different segments. This feature enables personalization of knowledge content based on customer attributes and the context of the interaction. To customize segments for customer and journey attributes, administrators must enable Predictive Engagement.
Where:
- Admin > Knowledge > Articles
One of the following licenses:
- Genesys Cloud CX1 Digital Add-on II
- Genesys Cloud CX2
- Genesys Cloud CX2 Digital
- Genesys Cloud CX3
- Genesys Cloud CX3 Digital
- Genesys Cloud AI Experience
Read more:
APIs to integrate external learning modules
Learning administrators can now assign and report on external content from Genesys Cloud via learning APIs by integrating third-party learning management systems. This feature enables customers to use the Genesys Cloud scheduling features for their learning assignments and provides supervisors and agents with a single pane of glass experience to manage their content.
Where:
- Admin > Performance & Engagement > Development and Feedback
One of the following licenses:
- Genesys Cloud CX1 WEM Add-on II
- Genesys Cloud CX2 WEM Add-on I
- Genesys Cloud CX3
- Genesys Cloud CX3 Digital
- Genesys Cloud EX
Read more:
Deprecation: Adobe data actions integration removal
On May 15, 2024, Genesys will remove the Adobe data actions integration from Genesys Cloud and will also remove the integration’s supported documentation from the Resource Center. Organizations must transition to web services integration, reconfigure data actions via the web services data action, and use the transitioned data actions in Architect flows and scripts.
Deprecation: Pointillist Community
On February 15, Genesys deprecated the Pointillist Community feature.
Read more:
- 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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