Genesys Cloud Archive - November 2023

List of the Genesys Cloud release notes published in November 2023.

Customer engagement

Messenger support for Estonian, Latvian, and Lithuanian
External contact management user interface refresh

Data, analytics and reporting

Improved voice transcription accuracy for Portuguese (pt-PT and pt-BR)
Agent, Queue, and Flow topics summary view enhancements

Employee productivity

Improved Collaborate for iOS search experience
Real-time monitoring for web messaging channels

Self service and automation

Sort and filter intents and utterances in Architect bot flows and digital bot flows

Workforce engagement

Bulk archive recordings through recording bulk action API

Deprecations and announcements

Deprecation: Native LINE third-party messaging channel

Data, analytics and reporting

Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
Content search enhancements

Open platform

Genesys Cloud Voice in Brazil

Self service and automation

Category and subcategory navigation in the knowledge portal
Header background and category icon images in the knowledge portal

Workforce engagement

Routing > Schedules is now Routing > Operating Schedules
Agent connected duration, maximum evaluations per agent, and customized sampling criteria in agent evaluations

Deprecations and announcements

Deprecation: Canned reports

Customer engagement

Improved Messenger UI color contrast patterns

Self service and automation

Mute suggestions and hide intent health for Architect bot flows and digital bot flows

Employee productivity

Genesys Agent Assist on the CX platform for voice

Self service and automation

Category and subcategory navigation in the knowledge portal

Deprecations and announcements

CIDR IP address range for cloud media services expansion
Native LINE third-party messaging channel deprecation
Mandatory SMS Registration Deadline: Toll Free Numbers

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.