View current and past releases below. For a preview of Genesys Cloud’s next release, see Features coming soon. For other upcoming features, see Special announcements.
Customer engagement
- Outbound digital campaigns event triggers for post-contact interactions
- Enable and disable email threading
Deprecations and announcements
- Deprecation: Canned reports
- Deprecation: Legacy alerting system
Workforce engagement
- Automated time-off approval for grouped agents
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
Employee productivity
- Genesys Agent Assist knowledge article feedback
- Public APIs for Collaborate chat room management and chat messages
- Remove users from Collaborate chat rooms
Data, analytics, and reporting
- Improved native voice transcription accuracy for Italian
Customer engagement
- Skills-based dialing for Preview and Progressive campaigns
- Configure labels to manage interactions
- Genesys Cloud Voice in Italy
- Refreshed Predictive Engagement user interface
Deprecations and announcements
- Deprecation: Outbound Search Audits view
- Deprecation: Native X (formerly Twitter) third-party direct messaging channel
Data, analytics, and reporting
- Sentiment and agent empathy analysis support for Arabic, Korean, and Portuguese languages
Customer engagement
- Co-browse supports multiple iframes
- Maximum number of calls per agent set at the campaign level
- Genesys Digital Bot Flow support for mobile apps
Self service and automation
- Improved utterance confusion resolution in Architect bot flows and digital bot flows
Data, analytics, and reporting
- Improved native voice transcription accuracy for German
Customer engagement
- Specify queue in scheduled callbacks
- Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
- ACD conferences
- Predictive engagement new and replaced operators
Deprecations and announcements
- Scheduled hybrid organization migrations