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.
Limit agent actions during co-browse sessions
Administrators can now further limit agent actions during a co-browse session, allowing agents to act only as spectators rather than guide the co-browse experience. Administrators can disable the ability for navigation requests to prevent agents from requesting customers navigate to specific URLs. This feature is beneficial for brands that prefer their agents to only observe what the end-customer is doing during a co-browse session. This feature helps the organization to better align the co-browse experience with their strategic goals and encourages customer autonomy.
Additional details
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:
- Co-browse for Messenger overview
- Set up co-browse for Messenger
Customer engagement
web, mobile messaging, and messenger apps
Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
Genesys Cloud improved customer sentiment and agent empathy analysis for Portuguese Brazil (pt-PT), Portuguese Portugal (pt-PT), Spanish United States and Latin America (es-US), and Spain Spanish dialects (es-ES).
Additional details
Where:
- Admin > Quality > Speech and Text Analytics
- Performance > Interactions
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
Read more:
- About sentiment analysis
- About agent empathy analysis
- Genesys Cloud supported languages
Data, analytics, and reporting
speech and text analytics
Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce
Administrators can now add the Genesys Cloud for SCV Queue Stats component to the Lightning app for contact centers that use CX Cloud from Genesys and Salesforce. This feature extends the current queue stats, which previously showed only the voice channel, to include all interaction types. The component allows agents to view comprehensive queue statistics on the Service Cloud console, including wait times, agent availability, and the number of interactions waiting in the queue.
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
- Configure GC for SCV Queue Stats component
Data, analytics, and reporting
analytics and reporting
Genesys Dialog Engine Bot Flows and Genesys Digital Bot FlowsGerman Switzerland language support
Genesys Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows now supports German Switzerland (de-CH).
Additional details
Where:
- Admin > Architect > Architect > [Bot Flow or Digital Bot Flow]
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
- About Genesys Dialog Engine Bot Flows
- About Genesys Digital Bot Flows
- Genesys Cloud supported languages
Self service and automation
Architect supported languages user interface enhancements
Genesys improved the Architect Supported Languages user interface, including a refreshed view, Language button, table and validation updates, and a more intuitive process. These improvements enable flow authors to easily navigate, improve consistency throughout the interface, and ensures a more user-friendly flow authoring experience. This feature does not affect existing functionality.
Additional details
Where:
- Admin > Architect > Architect > [Flow Type} > Settings > Supported Languages
One of the following licenses:
- All licenses include this feature.
Read more:
- Choose supported languages
- Add a supported language to a flow
Self service and automation
virtual assistant (bots and ivr)
Collapsible card interface in Architect actions
Genesys introduced collapsible cards for the listed Architect actions. This improvement creates a clear visual hierarchy and enhanced section differentiation. The flexibility to collapse and expand cards allows users to quickly find key information and important elements and then adjust configuration as needed. This feature helps flow authors improve overall usability and efficiency. Previously, cards appeared as nested accordions.
Additional details
Where:
- Admin > Architect > [Architect Flow Type] > State or Task > [Architect actions]- Call Audio Connector action- Call Bot Connector action- Call Dialogflow Bot action- Call Dialogflow CX Bot action- Call Lex Bot action- Call Lex V2 Bot action- Call Nuance Mix Bot action- Clear Slot action- Get Secured Data action- Get Conversation Data action- Get Participant Data action- Loop Until action- Set Conversation Data action- Set Secured Data action- Set Participant Data action- Switch action- Update Data action
One of the following licenses:
- All licenses include this feature.
Read more:
- Task and state editor actions
Self service and automation
architect / orchestration builder
Improved native voice transcription accuracy for Dutch
Genesys Cloud improved native voice transcription accuracy for Dutch dialects (nl-NL).
Additional details
Where:
- Admin > Quality > Programs
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud EX
Read more:
- About voice transcription
- Genesys Cloud supported languages
Workforce engagement
Language support
Deprecation: Legacy alerting system
On July 1, 2024 Genesys will remove the legacy alerting system. 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.
Additional details
One of the following licenses:
- All licenses include this feature.
Read more:
- Deprecation: Legacy alerting system
Deprecations
analytics and reporting
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.
