Genesys Cloud Archive - October 2023
List of the Genesys Cloud release notes published in October 2023.
October 25, 2023
Customer engagement
- Add media to an Outbound SMS campaign
- Architect voice flow access to inbound headers on BYOC Cloud calls
Data, analytics and reporting
- Evaluator value update based on submission
- Create in-app toast notification alert rule
- Analytics Performance views accessibility improvements
Workforce engagement
- Quality evaluation revision enablement for rescores
- Quality management evaluations assignment
- View time-off balances from an external HR system on Genesys Tempo
- Dispute completed quality management evaluations
October 18, 2023
Account management
- Division-aware configuration objects default to all divisions
- Assign divisions to secondary statuses
- User settings page displays the last login date and time
Customer engagement
- GCV outbound fraud protection
Data, analytics and reporting
- New speech and text analytics permissions
- Agent empathy analysis API for English transcripts
- New analytics dashboard metrics
- Messenger co-browse toolbar improvements
- Remove agents who deselect their phone from the queue
Employee productivity
- Agent target selection interface and workflow improvements
Workforce engagement
- Assign division specific secondary status codes for agents
October 11, 2023
Account management
- The User Settings page displays the last login date and time
- Regional Genesys location as default directory location
- iRAP protected compliance assessment
Customer engagement
- Allow end-user participants to clear web messaging conversations
Data, analytics and reporting
- Trigger alerts based on the number of agents currently in queue
Self service and automation
- Architect knowledge configuration improvements
- Internal article references as hyperlinks in other knowledge articles
Deprecations and announcements
- Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
- Search Audits APIs deprecation
- Deprecation: Removal of Utilize Load Based permission
October 4, 2023
Data, analytics and reporting
- Improved native voice transcription accuracy for specific French dialects
- Improved native voice transcription accuracy for specific Spanish dialects
Open platform
- Ringtone selection for call alerts
Self service and automation
- Centralized import and export for knowledge workbench V2
- Preview knowledge workbench V2 articles
- Advanced filtering and customizable columns for knowledge bases
Deprecations and announcements
- Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients
