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

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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

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Employee productivity

  • Streamlined navigation and information architecture update

Workforce engagement

  • Team schedule view for agents

Deprecations

  • Deprecation: Genesys Cloud SSO certificate expiry

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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

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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

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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

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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

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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

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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

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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

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