February 2023

Communicate

Require the WebRTC Media Helper
WebHID technology for Jabra headsets re-enablement

Contact center

Improved interval granularity for a specific time span during performance metrics exports
Improved module scheduling
Scorecard tab improvements in the agent activity view

Deprecations and announcements

journeyCustomer cookie id from GDPR API subjects response deprecation
Customer journey tab replacement
Genesys legacy Dialog Engine deprecation
Knowledge workbench V1 deprecation

Contact center

Status metrics for multiple queues on Performance Dashboards
Support for capitalization and punctuation in native voice transcription for English transcripts
Improved sentiment analysis for English
Knowledge workbench Dutch language support

Deprecations and announcements

CIDR IP address range for cloud media services expansion postponement
Canned reports deprecation date updates

Contact center

Automatic knowledge surfacing with Genesys Agent Assist
Cards and carousels in the CX digital agent workspace
Images and email addresses as hyperlinks in knowledge base articles
Jump to reusable tasks in Genesys Dialog Engine Bot Flows
Encrypt and decrypt data in Architect flows
Mine topics from messaging transcripts
Intent miner German language support

Contact center

Participant names and avatars in Genesys Messenger
Sentiment data in Topic Trends views

Platform

Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

Deprecations and announcements

Windows 8 and 8.1 support for the desktop app deprecation
Identify Journey SDK method in Predictive Engagement deprecation
API endpoint change for local key settings in recording service

Contact

Solution

Company

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.