Genesys Cloud – April 1, 2024
Important: New feature deployment schedule in effect
Starting March 4, 2024, Genesys will adjust the regional deployment schedule for the release of new features. Features will begin to deploy on Monday, with full deployment across all regions expected to conclude by the end of day Wednesday.
Release notes and Resource Center documentation updates will publish on Mondays at 9:00 AM EST. In the event of deployment issues, the release notes will include updates about regional deployment status at 9:00 AM EST on Tuesday, Wednesday, and Thursday.
Starting March 4, 2024, Genesys will adjust the regional deployment schedule for the release of new features. Features will begin to deploy on Monday, with full deployment across all regions expected to conclude by the end of day Wednesday.
Release notes and Resource Center documentation updates will publish on Mondays at 9:00 AM EST. In the event of deployment issues, the release notes will include updates about regional deployment status at 9:00 AM EST on Tuesday, Wednesday, and Thursday.
Operational console to monitor and view operational events
Administrators can now use the Operational Console page to view and monitor operational console events and schema details. Administrators can filter operational events by a preset time period, entity name or entity ID, and event definition ID. Also, they can access additional context for action on events. After they view required event details on the Operational Console page, administrators can use the Event Catalog to gather additional context related to the events.
Additional details
Where:
- Admin > Troubleshooting > Operational Console
One of the following licenses:
- All licenses include this feature.
Improved native voice transcription accuracy for Portuguese dialects
Genesys Cloud improved native voice transcription accuracy for Portuguese Portugal (pt-PT) and Portuguese Brazil (pt-BR).
Additional details
Where:
- Admin > Quality > Speech and Text Analytics
One of the following licenses:
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
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Enhanced search capability within skill expression groups
Administrators can now search skill expression groups from the Admin > Directory > Groups page and when they add groups in the Admin > Queue > Members page. Genesys Cloud sorts the list of skill expression groups alphabetically by name.
Additional details
Where:
- Admin > Directory > Groups
- Admin > Contact Center > Queues > [selected queue ] > Members tab
One of the following licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
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Leaderboard view disabled for organizations with disabled gamification
The leaderboards view is now disabled entirely for any organization that has disabled gamification. Instead of displaying an empty leaderboards view, it is now entirely deactivated.
Additional details
One of the following licenses:
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud EX
Change forecast associated with a schedule
Planners can now actively select an alternate workforce management forecast to associate with a generated load-based schedule.
Additional details
Where:
- Admin > Workforce Management > Schedules > Actions menu > Choose Forecast
One of the following licenses:
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
- Genesys Cloud EX
Recording bulk action API improvement for aged recording management
Administrators can now use the recording bulk action API with simple time-based queries to delete, export, and archive recordings older than five years.
Additional details
One of the following licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud EX
Deprecation postponement: Legacy alerting system
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 April 29, 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.
Additional details
One of the following licenses:
- All licenses include this feature.
Read more
Note:
- Genesys Cloud enables features for release beginning Monday and by end of 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.
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