Genesys Cloud – October Release Highlights
In October, Genesys introduced 35 new feature and functionality enhancements to Genesys Cloud, designed to improve user experience, analytics, and customer interactions.
VDS Featured Release
Introducing Genesys Cloud Virtual Agent
Release Date: October 28
Genesys has unveiled the Genesys Cloud Virtual Agent, which brings in advanced large language models and generative AI capabilities, enhancing bot functionality for better self-service. Virtual Agents empower businesses to create more personalized and helpful customer interactions, raising deflection rates and improving customer satisfaction.
Curious to learn more about how Virtual Agents differ from traditional chatbots? Check out our informative post and video here!
Key Release Highlights for All License Types
Active Callback Columns in Performance Views
Release Date: October 28
Supervisors now have access to Active Callback columns in various performance views, which makes it easier to track and analyze callback handle times. These columns include:
- Total Active Callback
- Min Active Callback
- Max Active Callback
- Avg Active Callback
This feature allows for improved performance management and insights into callback activities.
Highlights Requiring Genesys Cloud 3 or WEM Add-On Licensing
Voice Surveys After Customer Interactions
Release Date: October 21
With this new release, businesses can now offer voice surveys post-interaction to capture direct customer feedback. Agents can invite customers to take a survey at the end of their call, with responses linked directly to the interaction data, providing a comprehensive view of customer satisfaction.
Extended Lookback for Content Search on Words and Phrases
Release Date: October 7
For users of speech and text analytics, the content search lookback period for words and phrases in transcripts has been doubled from 30 days to 60 days. This extended lookback enables better analysis of trends and insights over a more extended period, supporting more informed decision-making.
For a full list of the October Genesys Cloud updates, please visit the official release notes page.
