Genesys Cloud release notes

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Employee productivity

  • Multi contextual panels
  • New email send permissions control

Customer engagement

  • Sort by priority in skills-based dialing for Preview campaigns
  • Send and receive media through X (formerly Twitter) channel

Data, analytics, and reporting

  • Group Ring column and filter in Interaction views

Open platform

  • Wrap-up code integration between Genesys Cloud and ServiceNow
  • On Demand log capture for agents

Workforce engagement

  • Export agent summary data as PDF or CSV

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Employee productivity

  • Multi contextual panels
  • Configure chat message editing time limits

Customer engagement

  • Genesys Cloud Open Messaging supports custom social network connectors
  • Character counter in canned responses editor

Data, analytics, and reporting

  • View phrase usage in Topic Editor

Self service and automation

  • Introducing the Webhook for Events integration

Deprecations

  • Deprecation: Agent Assist AI Experience tokens provisioning

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Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Quick replies, cards, and carousels for open messaging

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Track and manage billing for Supervisor Copilot AI features
  • Improved event list organization for enhanced journey building
  • Event card editing and visualization in journey canvas

Open platform

  • Multi-org campaign management in CX Cloud from Genesys and Salesforce

Self service and automation

  • Enhanced recognition failure handling in Architect digital bot flows
  • BYOC Cloud TLS X.509 certificates

Workforce engagement

  • Shift trades across weeks within schedule to improve agent flexibility
  • Find Agent Search field in gamification profiles

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Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Instagram support for external contacts identity resolution

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Average Speed of Answer in Agent Performance views

Open platform

  • Synchronize ServiceNow cases with Genesys Cloud work items

Workforce engagement

  • AI scoring support for consult transfers

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