Genesys Cloud Archive
List of the latest Genesys Cloud release notes.
Employee productivity
- Multi contextual panels
- Fax interface update
Customer engagement
- Architect digital bot flow time picker support
- Genesys Cloud Social support for Instagram
- Web Messenger support for time slot picker
- Retention of library selection in the Canned Responses Admin page
- Updated pricing for social direct messages, SMS, and agentless outbound email
- Enhanced email administration user interface
Data, analytics, and reporting
- AI Insights at a glance
- New digital response time and engagement metrics
Workforce engagement
- Evaluate up to 50 interactions per agent daily with AI Scoring
- Multiple answer selection in evaluation form questions
Deprecations
- Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
- Deprecation: Workforce management historical data delete job API endpoints
Employee productivity
- Multi contextual panels
- Agent Copilot summary API metrics and edited summaries
Customer engagement
- Configurable X integration sizes and new entry size
- Linked organization name directly in the Profile Panel contact card
Data, analytics, and reporting
- Enhanced Performance dashboards with real-time agent status counts by work team
- AI insights about reasons for customer sentiment
Employee productivity
- Multi contextual panels
- Genesys Agent Copilot and Genesys Virtual Agent Turkish language support
Customer engagement
- Mobile Messenger SDK content profile support
- Time-based conditions in call rule sets
- Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance
Data, analytics, and reporting
- Program and Detected Category filters and columns in Content Search view
Open platform
- Script selection from in the Workitem Panel in Panel Manager
- CX Cloud from Genesys and Salesforce integration non-WebRTC phone support
Workforce engagement
- Improved Genesys Cloud Background Assistant (GCBA) Installer
Deprecations
- Deprecation: ACD Web Chat 2.0 (Rest API)
- Deprecation: Agent Assist AI Experience tokens provisioning
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
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
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
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
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
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Email administration user interface enhancements
- Retry configuration for unsuccessful customer first callbacks
Employee productivity
- Multi contextual panels
- Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot
Account management
- Automatic role assignment for reactivated users
Self service and automation
- Content-based search for non-English knowledge base articles
- Architect help panel
Workforce engagement
- Enable audio selection with screen recordings in playback
Deprecations
- Deprecation: Analytics Transcripts Query Endpoint API
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Allow participants to clear web messaging conversations
- Architect inbound email flow AI intent and entity detection
- Web messaging French Canada, Greek, and Hindi support
- Outbound dialing campaign health indicator
Employee productivity
- Multi contextual panels
Data, analytics, and reporting
- Improved voice offered metrics for customer first callbacks
Workforce engagement
- Updated Genesys Cloud built-in learning modules
- Improved workforce management deferred workload prediction algorithm
Deprecations
- Deprecation: Mobile Messenger SDK localization files storage
- Deprecation: Workforce management historical data delete job API endpoints
