In December, Genesys introduced 27 new features and functionality enhancements. Below, we’ve summarized the key updates you should know about:
Release Highlights for All License Types
Audit Viewer – Granular Detail of Role Changes
Released: December 2
This enhancement provides administrators with detailed traceability for role changes. You can now review granular updates, including specific permissions added or removed.
Release Highlights Requiring Genesys Cloud 2 or 3 Licensing
Preview Active Emails in Queue and Parked Emails
Released: December 2
Supervisors now have clear visibility into email content. This feature allows them to preview active emails before assigning them, improving workflow efficiency.
Release Highlights Requiring Genesys Cloud 3 or WEM Add-on Licensing
Improved Workforce Management Schedule Editor – Agent Filter and Sort
Released: December 9
Enhanced filter and sort options in the workforce management schedule editor make it easier to locate and manage agent shifts.
Weekly Staffing Requirements with ABM Forecasts
Released: December 9
Organizations can now generate weekly staffing requirements for up to two years using Automatic Best Method (ABM) forecasting.
Improved Content Search View
Released: December 16
Supervisors can now see consolidated conversation records in the content search view. Each unique conversation ID appears as a single record, with any associated transcripts nested as sub-rows.
Genesys AI / Copilot / Virtual Agent Updates
Generative Knowledge Article Answers with Genesys Virtual Agent
Released: December 2
Virtual agents can now provide AI-generated answers based on the article that best matches the customer query.
Capture Slot Values via LLMs with Genesys Virtual Agent
Released: December 2
This update enables virtual agents to collect slot data more conversationally using advanced natural language understanding (NLU) powered by large language models (LLMs).
Automatically Generate Utterances in Bot Flows with Genesys Virtual Agent and Agent Copilot
Released: December 16
Using LLMs and generative AI, bot authors can now automatically create utterances, reducing the need for manual input.
CX Cloud Update
Outbound Campaign Management Support in CX Cloud
Released: December 2
Administrators can now manage Genesys Cloud outbound dialing campaigns directly within Salesforce using the new Campaign Management integration in CX Cloud.
For a complete list of December release notes, visit Genesys Help Center.
