Genesys Cloud Archive - January 2025

List of the Genesys Cloud release notes published in January 2025.
January 27, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • External contacts profile panel refresh
  • Interactive WhatsApp templates with images and dynamic call-to-action buttons
  • Automatic time zone mapping support for Genesys Cloud and Salesforce Integration

Account management

  • Login banner added to Genesys Cloud login screen

Workforce engagement

  • Automate and streamline workforce management time-off requests for published schedules

Deprecations and announcements

  • Deprecation: Legacy ACD web chat (version 1)
  • Deprecation: Legacy co-browse and screenshare

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January 20, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Regex custom data filtering to protect sensitive information for co-browse
  • Preserve routing information for callbacks and voicemails
  • Define rule conditions based on workitem dates
  • Updated agent canned responses panel
  • Bulk workitem addition via API

Data, analytics, and reporting

  • Share dashboards with work teams and individuals
  • Agent performance reports for inactive and deleted users
  • Improved native voice transcription accuracy for French
  • Normalization of Digits in German for Low Latency transcription.

Employee productivity

  • Enable emoji reactions in Collaborate including desktop, iOS and Android mobile users

Open platform

  • CX Cloud from Genesys and Salesforce Agent Copilot support
  • Custom node.js code as part of a data action
  • Division-aware permissions and APIs for external contacts

Workforce engagement

  • Improved search and filters for screen recorded interactions

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January 13, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • SMS and E-mail campaign automation using campaign rules

Data, analytics, and reporting

  • Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
  • Hindi programs, topics, and phrases support
  • Complex journeys persist in post calculation sequenced path order on Journey Management

Employee productivity

  • Add descriptions to collaborate chat rooms

Workforce engagement

  • Improved deferred workload prediction algorithm

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