Genesys Cloud Archive

List of the latest Genesys Cloud release notes.

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Email administration user interface enhancements
  • Retry configuration for unsuccessful customer first callbacks

Account management

  • Automatic role assignment for reactivated users

Employee productivity

  • Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot

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

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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

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Access workbin and worktype names in task management events

Employee productivity

  • Multi contextual panels
  • Agent Copilot assigned at the queue member level

Data, analytics, and reporting

  • Bulk Export API to export external contacts and related data 

Deprecations

  • Deprecation: Agent Assist AI Experience tokens provisioning
  • Deprecation: Presence update requires new permission

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Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • External source for open messaging identity resolution in the UI
  • Detailed counts of digital messaging activity
  • Improved keyword precision for SMS
  • Microsoft Graph for email integration

Employee productivity

  • Multi contextual panels
  • Improved agent email address handling
  • Expanded Agent Assist dashboard with enhanced insights

Data, analytics, and reporting

  • Normalization of Digits in French for Low Latency transcription.
  • Division support for external contacts bulk import
  • Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Self service and automation

  • Advanced knowledge handling in bot flows

Deprecations

  • Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices
  • Deprecation: Windows 10 OS support for the desktop app
  • Deprecation: Genesys Enhanced TTS – Google European Voices

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Next Contact Avoidance (NCA) in predictive routing

Employee productivity

  • Multi contextual panels
  • Agent Copilot configuration experience improvements

Account management

  • Division assignment for external contacts and external organizations

Data, analytics, and reporting

  • Save static interaction lists in Content Search
  • Dedicated API endpoints for schema metadata retrieval

Open platform

  • Phone book support in the Omni-Channel widget for CX Cloud
  • Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia
  • Configurable timeout for data actions

Workforce engagement

  • Enable audio selection with screen recordings in playback

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Introducing outbound WhatsApp campaigns support

Employee productivity

  • Multi contextual panels
  • Conversation details for agents
  • Prevent agents from staying on queue without a selected station

Account management

  • Attribute-based access control

Data, analytics, and reporting

  • View average sentiment score across performance views
  • Retrieve Estimated Wait Time (EWT) by label
  • Analytics agent activity API filter and sort agents based on conversation activity
  • Agent Timeline Detail view

Open platform

  • Sync external email interaction data in Genesys Cloud EX
  • Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia

Workforce engagement

  • Add or remove individuals from automatic development and feedback modules assignment
  • Gamification Contests

Self service and automation

  • Query jobs API typeId as a primary filter and increased filter limits

Deprecations

  • Deprecation: Amazon Lex V1 bot integration

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Non-default content profile support for SMS

Employee productivity

  • Multi contextual panels
  • Improved accessibility in Tempo
  • View possible shifts in the Genesys Tempo mobile app
  • Notes panel improvements
  • Wrap Up panel usability improvements 

Account management

  • Introducing the Genesys Cloud CX 4 license

Data, analytics, and reporting

  • On demand voice and digital transcript translation
  • AI-generated interaction transcript summaries
  • English voice transcript sensitive data masking improvements

Open platform

  • Script support in the CX Cloud from Genesys and Salesforce integration

Workforce engagement

  • AI scoring in evaluation forms
  • Daily value configuration in service goal templates

Deprecation

  • Deprecation: BYOC Cloud TLS Ciphers:

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Genesys Cloud for X (Twitter) Direct Messaging integration
  • Introducing Genesys Cloud Social
  • Work Automation List view OR queries

Employee productivity

  • Multi contextual panels
  • ACD voicemail transcription

Data, analytics, and reporting

  • Sensitive data masking support for English chat and messaging transcripts

Open platform

  • Ukrainian language support

Deprecation

  • Deprecation: Documents UI Audit tab 
  • Deprecation: Auto answer pop-up toast
  • Deprecation: Genesys Enhanced TTS – Google European Voices

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Support for open messaging in Single Customer view

Employee productivity

  • Multi contextual panels
  • Agent Copilot configuration experience improvements

Data, analytics, and reporting

  • Extended voice transcription services support for Turkish
  • Support sentiment and empathy analysis for Hindi (Hi-IN)
  • Date range and complete transfer type support for Journey Flows in Architect

Open platform

  • Unified Experience from Genesys and ServiceNow embedded voice interactions
  • Unified Experience from Genesys and ServiceNow with External Routing support

Workforce engagement

  • Genesys Cloud updated built-in learning modules

Deprecations

  • Deprecation: Billing APIs and UI components

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Typing indicators in Mobile Messenger

Employee productivity

  • Multi contextual panels
  • Conversation summaries on transfer with Agent Assist and Agent Copilot
  • Notes panel improvements
  • Wrap Up panel usability improvements 

Data, analytics, and reporting

  • Journey Management date range configuration

Open platform

  • Genesys Enhanced TTS now includes Amazon Polly Neural voices

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support

Workforce engagement

  • Trigger process automation from Coaching or Learning state changes

Deprecations

  • BYOC Premises – Genesys Hardware Solution deprecation

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