Genesys Cloud Archive - February 2025

List of the Genesys Cloud release notes published in February 2025.
February 24, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Employee productivity

  • Multi contextual panels
  • Enable real-time queue and agent monitoring with customizable notifications on Android
  • Improved Agent Copilot summarization for English and Spanish Dialects

Account management

  • User settings page displays the last login date and time

Data, analytics, and reporting

  • Insert a new event between two existing events in Journey Management
  • Purchase Speech and Text Analytics as a standalone product
  • Turn customer sentiment analysis on or off

Open platform

  • Additional screen pop options in CX Cloud from Genesys and Salesforce
  • Division-aware permissions and APIs for external contacts

Workforce engagement

  • Increase screen recording duration for after-call work
  • Set scheduling constraints for calendar months

View details

February 17, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification

Employee productivity

  • Multi contextual panels
  • Notes panel improvements
  • Wrap Up panel usability improvements 
  • Agent Copilot support for Arabic, Hindi, Italian, Korean, Portuguese, Swedish, and German Switzerland
  • Agent Copilot Dictionary Management
  • Display external contact names in call history and voicemail inbox
  • Enable message pinning in Collaborate chat

Account management

  • User settings page displays the last login date and time
  • Voice transcription combined offer
  • Simplified license usage logic

Data, analytics, and reporting

  • Native voice transcription support for Hebrew

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi

View details

February 10, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Auto answer for voice interactions on queue settings
  • Auto answer for digital interactions

Data, analytics, and reporting

  • Filter and search conversations by acoustic metrics and wrap-up codes

Employee productivity

  • Agent Copilot summary analytics access via API

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Workforce engagement

  • Reminders for agents about their next scheduled activity

View details

February 3, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Configure max calls per agent with decimal precision
  • Recurring outbound campaign schedules
  • Script support for workitems

Account management

  • Customize inactivity timeout settings

Data, analytics, and reporting

  • Topic miner Swiss German language support
  • Improved attribute lists view for Journey Management events
  • Configure performance dashboard widgets with work team and reports-to filters
  • Filter customer journey data using numbers

Employee productivity

  • Enhanced email input fields

Self service and automation

  • Portuguese language support in Architect

Workforce engagement

  • Workforce management historical data import improvement
  • Assign coaching without workforce management scheduling
  • Workforce management activity codes for coaching and learning

View details