Customer engagement

Conditional group routing as the timeout routing method for preferred agent routing

Administrators can now set conditional group routing, as well  as the timeout routing method when the queue routing method is set to Preferred agent routing. Conditional group routing is an option in addition to the established bullseye and standard routing methods. For more information, see Create and configure queues. 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 2 Digital, or Genesys Cloud CX 3 Digital.

Require the WebRTC Media Helper

Telephony administrators can now require the use of the WebRTC Media Helper. When administrators enable the Require WebRTC Media Helper setting, users must have an active and connected media helper to make or receive a call. A connected media helper prevents audio traffic from streaming through Virtual Desktop Infrastructure (VDI), which can introduce audio quality degradation. For more information, see Require WebRTC Media Helper. This feature has no restriction by user or required user to access.

Custom music for agent-initiated hold duration

Administrators can now customize the music that plays when an agent puts the call on hold. For more information, see Create and configure queues. This feature requires one of the following subscription: Communicate.

End interactions automatically when agents logoff

Administrators can now configure interactions that remain in an After Call Work state to end automatically when agents transition to offline; for example, when they log off or close their browser without properly ending the interaction. This feature enables administrators to ensure that all agents in the queue have the same functionality and prevents the agents from a negative impact on performance due to unnecessary ACW duration accrual. For more information, see Configure after call work settings. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Improved media handling for outbound message attachments

Media handling of outbound message attachments now uses less resources when an agent repeatedly resends files or when the attachments are used in self-service interactions. For more information, see Supported content profiles. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3,  Genesys Cloud CX 3 Digital, or Genesys Cloud CX Al Experience.

Data, analytics, and reporting

Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support

Programs, topics, and phrases support is now available for Danish Denmark (da-DK), Finnish Finland (fi-FI), Hebrew Israel (he-IL), Norwegian Norway (nb-NO), and Swedish Sweden (sv-SE). For more information, see Genesys Cloud supported languages. 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, or Genesys Cloud CX 3 Digital.

Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Contact center managers and supervisors can now view the new Campaign Interaction Details and then export the campaign interaction details, including the attempt history details, for one or more campaigns. This feature provides managers and supervisors access to a complete view of each attempt made for the outbound campaign, and offers an equivalent solution to the legacy Dialer Campaign Detailed Attempt History report. For more information, see Campaign Interactions Detail view, Export view data, and Deprecation: Canned reports. This feature has no restriction by user or required user to access.

Open platform

Genesys Cloud for Chrome extension update

Genesys Cloud for Chrome has been updated to remove the need for jQuery dependency. For more information, see About the Genesys Cloud browser extensions. This feature has no restriction by user or required user to access.

Calling party ID in p-asserted identity SIP header

Telephony administrators can now configure dynamic calling party ID in p-asserted identity SIP headers for telephony carriers that require it. For more information, see External trunk settings. This feature requires one of the following subscriptions: Collaborate, Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Yealink headsets support

Genesys Cloud now supports native call control capabilities for Yealink headsets in the Chrome web browser via Web HID technology. For more information, see Configure a Yealink headset. This feature has no restriction by user or required user to access.

Self service and automation

Additional formatting for knowledge workbench v2 articles

Knowledge authors can now apply rich formatting and add customized tables to knowledge workbench articles for use in the knowledge portal, formerly called support center. Additional formatting options include font style, size, color, highlight, and alignment. These improvements help knowledge authors provide a personalized and informative question and answer experience for knowledge portal users. For more information, see Format a knowledge base V2 question and answer. 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, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Test digital bot flows in real time

Flow authors can use the new built-in bot flow simulator to review changes that they make to the flow in real time. The simulator creates a test message interaction with the flow author as the customer. This feature enables authors to see how changes render before they implement the bot for use in the organization and also improves the learning and delivery process. For more information, see Test your digital bot flow. This feature has no restriction by user or required user to access.

Intent health in Architect bot flows and digital bot flows

Flow authors can instantly assess intent and training utterance health in Architect bot flows and digital bot flows. This feature guides flow authors as they build out intents and provides the tools they need to more easily and accurately improve the performance of intents and training utterances. For more information, see Bot intent health overview, Work with intent health, and Intent health considerations and examples. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital license, or Genesys Cloud CX AI Experience.

Workforce engagement

Quality evaluation scores now available as a gamification metric

Agents can now see monthly quality evaluations schedule and performance in their Gamification scorecard. Agents can then measure their goals and objectives against the ones that their supervisor sets. For more information, see Configure gamification profile metrics, Agent activity overview, and Revise the score of an interaction. 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, or Genesys Cloud EX.

Deprecations and announcements

US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement

All 10DLC numbers are now required to be associated with a carrier-approved program before use. Upon purchase of new US/CA 10DLC SMS numbers, those numbers will remain in a Pending state in the SMS Number Inventory until mandatory program registration has been completed. For more information, see Genesys Cloud support of 10DLC (10-Digit Long Code), 10DLC (10-Digit Long Code) fees and charges – US only, and Purchase SMS long code numbers. 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.

Arrow Electronics partnership and end of preconfigured edge appliances program

After August 30, 2023, Genesys will end the prepackaged Edge appliances program. When Genesys depletes the remaining stock, Arrow Electronics will offer bare hardware that enables customers to use the Customer Hardware Solution. For more information, see Genesys and Arrow partnership overview. This feature has no restriction by user or required user to access.

Deprecation: CX digital agent workspace (digital desktop only)

On August 30, 2023, Genesys will turn off permissions to access the CX digital agent workspace originally introduced in November, 2022, as well as remove the CX digital agent workspace. Desktop enhancements to the omnichannel CX agent workspace in Fall, 2023 enable Genesys to deliver a single desktop experience to support all types of users. This single, flexible desktop will support voice and digital experiences, and replaces the need for a separate desktop. Future development and enhancements will apply only to the omnichannel CX agent workspace. For more information, see Deprecation: CX digital agent workspace: [ /307009 ]. This feature requires one of the following subscriptions: Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital.

Japanese translation of “idle” inconsistency

The Japanese translation of the agent status string “Idle” is now consistent in the Genesys Cloud user interface.