Genesys Cloud Archive
List of the latest Genesys Cloud release notes.
Employee productivity
- Streamlined navigation and information architecture update
- Improved scripting accessibility tools
Customer engagement
- Use the same email domain across multiple Genesys Cloud orgs
Data, analytics, and reporting
- Analyze segment and web outcome events in Journey Management
Open platform
- Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
- Map participant data from Genesys Cloud to ServiceNow interaction fields
Self service and automation
- Preview guides for virtual agents in AI Studio
- Configure virtual agents to generate answers from multiple sources
Workforce engagement
- Workforce management block scheduling
- Adherence and activity code mapping enhancements
Employee productivity
- Streamlined navigation and information architecture update
- Architect workflows triggered from Outlook Calendar events
Self service and automation
- List type string attribute in rule-based decisions
Deprecations
- Deprecation: BYOC Premises—Customer VM Solution
- Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
- Deprecation: Windows 10 OS support for the desktop app
Employee productivity
- Streamlined navigation and information architecture update
Workforce engagement
- Team schedule view for agents
Deprecations
- Deprecation: Genesys Cloud SSO certificate expiry
Employee productivity
- Streamlined Navigation and Information Architecture Update
Customer engagement
- Apple Pay support for Apple Messages for Business
- Architect digital bot flow list picker support
- Set time- and duration-based conditions in campaign rules
- Use custom SMTP servers for email campaigns and agentless email
- Administrators can now bring their own SMS SMPP provider
- Idle agent count for conditional group activation or deactivation
- Expired callback queue reassignment
Data, analytics, and reporting
- Administrators can now search content from HTML emails
- Topic miner Korean and Japanese language support
- Native voice transcription for core dialects
Open platform
- Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support
Self service and automation
- Transcription and storage of caller’s final voice input
- Content-based search for knowledge base articles in Norwegian, Danish and Finnish
- Swiss German language support in Architect
Workforce engagement
- Enhancements to visual components in the interaction details page
Employee productivity
- New unified navigation experience coming to Genesys Cloud
- Summary engagement insights on the Agent Copilot dashboard
Account management
- Manage user hire dates with SCIM APIs
- Refreshed integrations management interface
Customer engagement
- Configure up to 100 OpenID integrations for authenticated web messaging
- Voice note support for WhatsApp conversations
- Outbound voice events publish directly to AWS EventBridge
Data, analytics, and reporting
- Enhanced longest waiting and longest interacting metrics
- Duplicate an event card in Journey Management
- Review transcripts faster in interaction details
Open platform
- Updated Genesys Cloud desktop app icons
- Unified Experience from Genesys and ServiceNow phone book support
Workforce engagement
- Default answers for evaluation forms
Customer engagement
- API for phone numbers update in scheduled callbacks
- Inbound messaging channel routing support in Apple Messages for Business
- Authentication support in Apple Messages for Business
- External Contacts identity resolution support for Apple Messages for Business
- Architect digital bot flows and Apple Messages for Business support
Data, analytics, and reporting
- Custom calculations in performance views
- AI summaries for the agent side of a conversation
Employee productivity
- Auto-assign Agent Copilot to licensed queue members
Open platform
- Audio Connector integration in Architect secure call flows
Account management
- Web application firewall for public connections
Customer engagement
- Workitem appearance configuration
- Access audit events for external contacts via audit API
- Outbound dialing additional rule conditions system disposition codes
- File attachment support via URL for Architect digital bot flows
- Introducing rule-based decisions
Data, analytics, and reporting
- Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
- Journey management Knowledge and Virtual Agent events
Open platform
- Unified Experience from Genesys and ServiceNow Agent Copilot support
- Genesys Cloud Voice in Japan, Seoul, and Osaka regions
Workforce engagement
- Workforce Management (WFM) support for ACD routed workitems
Customer engagement
- Messages and Media columns in Analytics Performance views
Data, analytics, and reporting
- Category aggregate data in analytics metrics
- Trigger process automation based on topics, sentiment, or empathy
Employee productivity
- Links to Genesys Cloud group chat room video sessions
Workforce engagement
- Configure GCBA with Microsoft Edge native messaging
Deprecations
- Deprecation: agent assistance
Employee productivity
- Multi contextual panels
- Call history enhancements for group calls
Customer engagement
- Support for mobile push notifications for unread message alerts
- Assign segments to external contacts for up to 30 Days
- Append outbound campaign performance statistics to the Campaign Performance view
- Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
- Authenticated session duration for secure mobile sign-ins
Data, analytics, and reporting
- Interaction category creation support for Korean and Japanese languages
- Programs, topics, and phrases support for Korean and Japanese languages
Open platform
- Unified Experience ServiceNow ITSM support
- Configure alerts for Operational Console events
Workforce engagement
- Schedule coaching and learning sessions with greater flexibility
Employee productivity
- Multi contextual panels
- Segment filtering suppression on knowledge articles for Agent Copilot
- Improved Collaborate chat read and unread message sync
Customer engagement
- Increased DTMF input limit in Architect flows
- Outbound division-aware campaign schedules
- WhatsApp outbound campaigns pre- and post-contact triggers
- Outbound power and predictive campaigns sort by priority in skills-based dialing
Data, analytics, and reporting
- Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts
Workforce engagement
- Workforce management shift trades external activities support
