Genesys Cloud CX - Beta HQ

Administrators can now use custom user attributes when creating Attribute-Based Access Control (ABAC) policies. This allows access decisions based on additional user details, such as location or department, and supports more precise access control.

Administrators can now configure Agent Copilot knowledge filtering to use conversation custom attributes as customer context, in addition to existing knowledge labels and categories. This change helps ensure that agents see knowledge articles that are relevant to the current interaction without requiring administrators to maintain separate knowledge structures for different contexts.

Genesys Cloud Architect now allows interactions to be transferred to another queue from the In-Queue Flow Error event in In-Queue Message and In-Queue Email flows. This change provides an additional recovery option when an error occurs, so you can route the interaction to an alternate queue instead of ending the flow or state.

Genesys Cloud Agentic Virtual Agents now supports Czech Czechia (cs-CZ), Danish Denmark (da-DK), Dutch Belgium (nl-BE), Filipino Philippines (fil-PH), Finnish Finland (fi-FI), French Belgium (fr-BE), Greek Greece (el-GR), Hungarian Hungary (hu-HU), Malay Malaysia (ms-MY), Norwegian Norway (nb-NO), Polish Poland (pl-PL), Portuguese Portugal (pt-PT), Swedish Sweden (sv-SE), and Turkish Turkey (tr-TR).

Bot authors can now configure a bot flow to call another bot flow, and a digital bot flow to call another digital bot flow. This enhancement enables conversations to span multiple bots, allowing more modular bot design and supporting parallel development by enabling teams to maintain and update specific bots independently.

Administrators can now manage evaluation and survey forms by division. This enhancement helps ensure that users can view and modify only the forms available within their assigned divisions, improving organizational separation and access control. In some workflows, users may need to select a division when choosing forms.

Administrators and schedulers can now select multiple shifts or activities and batch edit their start times in the schedule editor. Users can move the selected items earlier or later by a specified duration, or set them to the same start time, without changing the length of the shifts or activities. This enhancement reduces manual effort and improves efficiency when making large-scale schedule updates.

Genesys Cloud native voice transcription for Polish (pl-PL) is now removed from Genesys Cloud, and customers are transitioned to Extended Voice Transcription (EVTS). The native Polish transcription engine is based on a legacy architecture and does not meet current accuracy and quality standards, so Genesys Cloud now standardizes on EVTS as the supported transcription service for Polish.