Genesys Cloud Archive - April 2024

List of the Genesys Cloud release notes published in April 2024.

Data, analytics, and reporting

Enhanced toast, email, or SMS notification alerts
Enhanced alerts management
Improved native voice transcription accuracy for Korean dialect

Employee productivity

Genesys Agent Assist summarization moved to the ACW pane
Push notifications on Collaborate for Android regardless of presence or status

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
Control knowledge behavior from start to finish in Architect digital bot flows
Evaluate schedule groups in Architect bots and digital bots before ACD transfer

Deprecations and announcements

Deprecation postponement: Legacy alerting system

Account management

Web surveys in Genesys Cloud EX

Data, analytics, and reporting

Analytics data masking options
Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages
Improved sentiment analysis for French and Spanish languages
Speech analytics in Genesys Cloud EX
Agent empathy analysis

Employee productivity

Agent desktop email user interface enhancements
Headset call control buttons in embedded clients

Deprecations and announcements

Deprecation: Legacy historical adherence query route
Deprecation: Native LINE third-party messaging channel

Customer engagement

Architect post-call actions in voice calls
Improved agent utilization for digital transfers
Introducing Work Automation in select regions

Data, analytics, and reporting

Dynamic time zone settings in workspaces and views

Customer engagement

Outbound WhatsApp message on behalf of a queue
File attachments via supported content profile

Data, analytics, and reporting

Edit and rerun scheduled exports
Export panel enhancements
Improved native voice transcription accuracy for Spanish dialects

Employee productivity

Push notifications on Collaborate for iOS regardless of presence or status

Self service and automation

Introducing the Nuance Recognizer as a Service integration
Improved flow size indicator in Architect
Introducing the Audio Connector integration

Deprecations and announcements

Deprecation: Mobile Messenger SDK for React Native apps
Deprecation: Native X (formerly Twitter) third-party direct messaging channel

Account management

Operational console to monitor and view operational events

Data, analytics, and reporting

Improved native voice transcription accuracy for Portuguese dialects

Customer engagement

Enhanced search capability within skill expression groups

Workforce engagement

Leaderboard view disabled for organizations with disabled gamification
Change forecast associated with a schedule
Recording bulk action API improvement for aged recording management

Deprecations and announcements

Deprecation postponement: Legacy alerting system

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.