Genesys Cloud Archive - May 2024
List of the Genesys Cloud release notes published in May 2024.
May 27, 2024

Account management

  • View all groups permission

Data, analytics, and reporting

  • United Kingdom Genesys Cloud SMS users
  • Interaction categories for interaction analysis

Customer engagement

  • File attachments via supported content profile
  • Queue segmentation of canned responses
  • Re-use SMTP connections in outbound email

Self service and automation

  • Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard

Workforce engagement

  • Supervisor WEM dashboard

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May 20, 2024

Customer engagement

  • Auto-answer functionality for agents in preview campaigns
  • Dynamic edge resource utilization for automated outbound dialing

Data, analytics, and reporting

  • Improved interval granularity for ad-hoc exports
  • Edit and rerun scheduled exports
  • Export panel enhancements

Employee productivity

  • Genesys Agent Assist summarization Spanish support (preview)
  • Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Self service and automation

  • Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
  • Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
  • BYOC Cloud TLS X.509 certificates
  • Architect data tables user interface updates

Workforce engagement

  • Insights visual charting for supervisors

Deprecations

  • Deprecation: BYOC Premises Edge Remote Survivability
  • Deprecation: Active screen recordings UI

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May 13, 2024

Customer engagement

  • View and edit imported data via the user interface in the Contact List editor
  • Dynamic outcome targeting in Predictive Engagement action maps

Self service and automation

  • Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

Deprecation

  • Deprecation: Adobe data actions integration removal

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May 6, 2024

  • Improved Genesys Cloud announcements

Customer engagement

  • Canned Responses user interface enhancements

Data, analytics, and reporting

  • Introducing Architect Journey Flows for bot and digital bot flows
  • Analytics API enhanced capabilities
  • Real time alerts for out of adherence status
  • Analytics views column picker improvements

Workforce engagement

  • Manage Active Screen Recordings

View details