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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%.
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.
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.
Developers can now use the Messenger JavaScript SDK toaster plugin for Messenger to actively display custom alerts, disclaimers, and offers on their website.
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.
Genesys Cloud improved native voice transcription accuracy for Spanish Spain (es-ES) and Spanish United States and Latin America (es-US).
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.
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.
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.
On February 15, Genesys deprecated the Pointillist Community feature.
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