Enhanced ACD Skills and Languages menu

Genesys Cloud improved the appearance of the ACD Skills & Languages configuration menu. These improvements offer a more visually intuitive experience, ensure UX consistency, enhance accessibility, and do not affect existing functionality.

Administrators can now ensure that scheduled export users receive daily emails about expired or soon-to-expire exports. This feature simplifies export management and prompts immediate action to prevent automatic disabling. Users can also access a dashboard within their export inbox to monitor the number of expiring or expired scheduled exports.

Flow authors now use the new Journey Flows tab in Architect to visualize the customer journey within a flow and enhance their understanding of flow milestones and outcomes, enabling them to improve containment rates. This feature empowers flow authors, administrators, and contact center managers to gain insights into customer interaction paths and identify crucial moments in the customer journey that require attention.

On February 28, 2024, Genesys Cloud announced that on June 1, 2024, inbound prices for 27 Toll-free and 8 DID countries are set to reduce. The Genesys Cloud Voice outbound calling rates, inbound calling rates, and DID and toll free number charges are available for each AWS pricing region in five billing currencies. Genesys bills for Genesys Cloud voice based on the region that the organization selects. Previously, organizations that chose their billing currency as non-standard to their region were billed based on their chosen currency.

In accordance with RFC 1035, Poly altered the host name format of VVX devices in later firmware deployments. Devices do not adopt the new format by default, and customers retain the option to opt into the updated host name format. 

Genesys Cloud decoupled AudioHook Monitor from voice transcription, enabling administrators and flow authors use the new Audio Monitoring option in queue voice channels and the Audio Monitoring action in Architect to monitor audio to and from Genesys Cloud. This feature eliminates the requirement to use voice transcription to monitor audio and gives administrators and flow authors greater control over the conversation audio to stream to third-party services.

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Chinese Taiwan (zh-TW).

On June 14, 2023 Genesys announced that it would postpone the legacy alerting system removal date to April 1, 2024. Genesys has further postponed this date to July 1, 2024. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system. Genesys recommends that affected customers create a backup of their latest bots in production.