Here are the Genesys Cloud CX Release Notes for this week!
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Multi contextual panels
ImportantIn the coming weeks, the agent multi contextual panel experience becomes Genesys' new workspace experience. The need for an agent to opt-in once given the new permission for multi contextual panel experience has been removed though we will leave the legacy experience available for an extended period of time as administrators roll out permissions to all users. For more information, see
Agent UI multiple contextual panels.
Call center admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversation with full context visible at a glance.
One of the following licenses:
- All licenses include this feature.
Read more:
Mobile Messenger SDK content profile support
Mobile Messenger users can now exchange files with agents based on configured content profile settings. This enhancement enables tailored file-sharing capabilities, increasing flexibility and improving the overall in-app messaging experience for both users and agents.
Where:
- Admin > Message > Messenger Configurations
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
Read more:
Time-based conditions in call rule sets
Administrators can now use time-based conditions when they create call rule sets, giving them greater control over when rules are triggered. This enhancement improves automation and supports compliance with time-sensitive regulations. With this update, administrators can now define rules based on specific times and time zones.
Where:
- Admin > Outbound > Rule Management > Call Rule Sets tab > Select the name of a rule set > Select Add New Rule.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more:
Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance
The Mobile Messenger SDK now includes key accessibility enhancements that help meet WCAG 2.1 AA standards. These updates include enhanced screen reader support, improved color contrast, increased tap target sizes, and scalable text for improved readability. These changes help make the SDK more usable for people with visual, motor, or cognitive disabilities, supporting broader inclusivity and accessibility compliance efforts.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
Program and Detected Category filters and columns in Content Search view
Analysts can now filter interactions by Program and Detected Category in the Content Search view. This feature also allows analysts to add Program and Category columns to the results, enabling them to see relevant information for each interaction at a glance. After adding these columns, analysts can analyze and share interaction data more easily based on program and category insights.
Where:
- Performance > Workspace > Speech and Text Analytics > Content Search
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
Read more:
Genesys Agent Copilot and Genesys Virtual Agent Turkish language support
Agent Copilot and Genesys Virtual Agent are now available for Turkish Turkey (tr-TR).
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
Read more:
Script selection from in the Workitem Panel in Panel Manager
Agents can now select a script directly from the Workitem panel within the Panel Manager.
One of the following licenses:
Read more:
CX Cloud from Genesys and Salesforce integration non-WebRTC phone support
Agents can now select non-WebRTC phones; for example, remote phones, or SIP desk phones, within the Genesys Cloud CX Utility embedded in Salesforce Service Cloud. Administrators can configure available phone types in Genesys Cloud and assign them to agents. Agents can then choose their preferred device directly from the Salesforce Service Cloud console.
One of the following licenses:
- Communicate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more:
Improved Genesys Cloud Background Assistant (GCBA) Installer
The GCBA installer now displays user prompts in the local language and features an enhanced proxy configuration interface that improves input validation.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more:
Deprecation: ACD Web Chat 2.0 (Rest API)
Genesys will end support for the legacy ACD web chat version 2, currently accessible through the chat widget versions 1.1 and 2.0. They will be removed at a later date. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger to avoid service disruptions.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
Deprecation: Agent Assist AI Experience tokens provisioning
Genesys discontinued support for Agent Assist provisioning via Genesys Cloud AI Experience tokens. Genesys recommends that customers who currently use or plan to use Agent Assist with Genesys Cloud AI Experience tokens transition to Genesys Agent Copilot, which offers a more robust and effective solution. Organizations can continue to use their legacy Agent Assist feature until they switch to Genesys Cloud AI Experience tokens.
Deprecation: Predictive Engagement support for ACD Web Chat 2.0
Genesys will discontinue support for ACD web chat version 2, available through chat widget versions 1.1 and 2.0. Also, Predictive Engagement will no longer support these earlier versions. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger to avoid service disruptions.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
Note:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, 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.
#NewFeatures------------------------------
Jason Kleitz
Online Community Manager/Moderator
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