Genesys Cloud Archive
List of the latest Genesys Cloud release notes.
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
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:
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
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
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
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Turn on-screen annotation and drawings in co-browse on or off for privacy compliance
Employee productivity
- Multi contextual panels
- Enable real-time queue and agent monitoring with customizable notifications on Android
- Improved Agent Copilot summarization for English and Spanish Dialects
Account management
- User settings page displays the last login date and time
Data, analytics, and reporting
- Insert a new event between two existing events in Journey Management
- Purchase Speech and Text Analytics as a standalone product
- Turn customer sentiment analysis on or off
Open platform
- Additional screen pop options in CX Cloud from Genesys and Salesforce
- Division-aware permissions and APIs for external contacts
Workforce engagement
- Increase screen recording duration for after-call work
- Set scheduling constraints for calendar months
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
Employee productivity
- Multi contextual panels
- Notes panel improvements
- Wrap Up panel usability improvements
- Agent Copilot support for Arabic, Hindi, Italian, Korean, Portuguese, Swedish, and German Switzerland
- Agent Copilot Dictionary Management
- Display external contact names in call history and voicemail inbox
- Enable message pinning in Collaborate chat
Account management
- User settings page displays the last login date and time
- Voice transcription combined offer
- Simplified license usage logic
Data, analytics, and reporting
- Native voice transcription support for Hebrew
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Auto answer for voice interactions on queue settings
- Auto answer for digital interactions
Data, analytics, and reporting
- Filter and search conversations by acoustic metrics and wrap-up codes
Employee productivity
- Agent Copilot summary analytics access via API
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support
Workforce engagement
- Reminders for agents about their next scheduled activity
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Configure max calls per agent with decimal precision
- Recurring outbound campaign schedules
- Script support for workitems
Account management
- Customize inactivity timeout settings
Data, analytics, and reporting
- Topic miner Swiss German language support
- Improved attribute lists view for Journey Management events
- Configure performance dashboard widgets with work team and reports-to filters
- Filter customer journey data using numbers
Employee productivity
- Enhanced email input fields
Self service and automation
- Portuguese language support in Architect
Workforce engagement
- Workforce management historical data import improvement
- Assign coaching without workforce management scheduling
- Workforce management activity codes for coaching and learning
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- External contacts profile panel refresh
- Interactive WhatsApp templates with images and dynamic call-to-action buttons
- Automatic time zone mapping support for Genesys Cloud and Salesforce Integration
Account management
- Login banner added to Genesys Cloud login screen
Workforce engagement
- Automate and streamline workforce management time-off requests for published schedules
Deprecations and announcements
- Deprecation: Legacy ACD web chat (version 1)
- Deprecation: Legacy co-browse and screenshare
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Regex custom data filtering to protect sensitive information for co-browse
- Preserve routing information for callbacks and voicemails
- Define rule conditions based on workitem dates
- Updated agent canned responses panel
- Bulk workitem addition via API
Data, analytics, and reporting
- Share dashboards with work teams and individuals
- Agent performance reports for inactive and deleted users
- Improved native voice transcription accuracy for French
- Normalization of Digits in German for Low Latency transcription.
Employee productivity
- Enable emoji reactions in Collaborate including desktop, iOS and Android mobile users
Open platform
- CX Cloud from Genesys and Salesforce Agent Copilot support
- Custom node.js code as part of a data action
- Division-aware permissions and APIs for external contacts
Workforce engagement
- Improved search and filters for screen recorded interactions
