Auto-answer functionality for agents in preview campaigns

Administrators can now enable auto-answer functionality for agents in a Preview campaign to improve efficiency.

Administrators can now set a weight value on an outbound voice campaign. This weight determines the allocation of more or fewer dialing lines and is based on its value compared with other campaigns using the same Edge resources.

Contact center managers and supervisors can now select various interval lengths for a selected time period during ad-hoc exports. This feature enhances control over exported data and offers more granular insight for larger time periods.

Feature reenablement

Administrators and supervisors can now attempt export retries directly from the inbox panel and also leverage enhanced schedule export capabilities. These new features allow administrators and supervisors to add static links; edit the schedule run times; and start off-schedule, ad hoc export runs for improved flexibility and control.

Feature reenablement

Genesys Cloud enhanced the general usability of the export panel to increase customer engagement, retention, workspace adoption, and customer satisfaction. This feature enables administrators and supervisors to format export duration columns using seconds or H:M:S as one of the time values. Previously, administrators and supervisors could only use HH:MM:SS or milliseconds to format the duration columns.

Genesys Agent Assist summarization is now available in preview for Spain Spanish (es-ES) and United States Spanish (en-ES).

Genesys Tempo support is now available for Chinese Simplified Mandarin (zh-CN), Czech (cs), Danish (da), Portuguese Portugal (pt-PT), Russian (ru), Turkish (tr), and Ukrainian (uk).

Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support

Knowledge workbench is now available for Catalan Spain (ca-ES), Danish Dutch (da-DK), Finnish Finland (fi-FI), Norwegian Norway (nb-NO), Swedish Sweden (sv-SE), and Turkish (tr-TR).

Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist language support is now available for Chinese (Traditional/Cantonese) (zh-HK).

On August 21, 2024, Genesys will renew the BYOC Cloud TLS X.509 certificates. Organizations that use a secure TLS trunk with BYOC Cloud do not need to take action if the DigiCert Global Root G2 (apne3, euc2, mec1) or DigiCert High Assurance EV Root CA (all other regions) were previously accepted. Administrators can confirm renewal via the procedure in TLS trunk transport protocol specification.

Feature reenablement

Genesys Cloud updated the Architect data tables in the user interface views to provide a more visually intuitive experience. The existing functionality remains unchanged.

Supervisors can now use additional charting features in the Insights view. These features facilitate an effortless visual comparison between the performance of a chosen group of agents and the performance of all agents in a gamification profile. Also, Genesys substituted the arrows in the Insights table, previously used for horizontal navigation, with a horizontal scrollbar.

On November 27, 2024, Genesys will no longer support the BYOC Premises Edge Remote Survivability feature. Genesys is ending support because if a BYOC Premises Edge loses an internet connection, consumption of cached IVR flows and the ability to route ACD calls to active agents will no longer be supported. Also, all AI features that require real-time media processing will no longer be available.

On March 27, 2024, Genesys will remove the Manage active screen recordings UI and replace it with a count of active screen recordings on the Recording Management UI. Along with the removal, the corresponding APIs will also be deprecated and will not support new features in the future.