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

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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

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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

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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

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