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Collaborate
- Support for MDM browser authentication for Collaborate for iOS
Contact center
- Workforce management time-off requests user interface improvements
- Improvements to playback screen recordings
- Workforce management and HR Integration System (HRIS) integration
- Modify the default whisper tone in Architect
- Real-time alerting for waiting interactions
- Introducing improved alerting
Integrations
- Client information in the embedded clients interaction window
Deprecations and announcements
- Journey customer service deprecation
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Contact Center
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support
Deprecations and announcements
- Knowledge workbench V1 deprecation
- Genesys Dialog Engine deprecation postponement
- Mandatory US and Canada SMS/MMS registration
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Communicate
- Message Waiting Indicator improvements
Contact Center
- Improved voice transcription accuracy for English language regions
- Gamification metrics creation workflow improvements
- Enhance predictive routing accuracy with participant data
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support
Integrations
- Support for JSON format output in trigger notifications
- Trigger creation support for user activity topic
Deprecations and announcements
- JourneyCustomer cookie ID from GDPR API subjects response deprecation
- LiveNow permission change
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Communicate
- Additional ringtone options for Communicate for iOS and Android
Contact Center
Agent email editor enhancements
Email signatures appended to agent email
Set SMS Phone Number pre-contact digital rule action
Perform multiple actions on an email
Add and remove flexibility for email history in agent emails
Introducing Queue Wrap-up Summary Report
Introducing static download links for export
Integrations
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Contact Center
- Historical adherence and shrinkage view updates for teams
- Route email to multiple destinations
- Improved analytics email data with CC/BCC details
Deprecations and announcements
- Search Audits view deprecation
- Search Audits APIs deprecation
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Communicate
- Support for MDM browser authentication for Communicate for iOS
Contact Center
- Additional voice transcription accuracy for Arabic
- Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
- Automatically reschedule time zone skipped contacts
Platform
- Identify unused roles and permissions in the Admin UI
- Display number of interactions routed via non-predictive routing method due to timeout
Deprecations and announcements
- BYOC Premises—Customer VM Solution deprecation
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Contact Center
- Generative AI to summarize agent digital interactions
- New workforce management scheduling menu
- Automatic language detection for digital interactions
- Show or hide top searched articles in Support Center
- Bulk changes to knowledge base question and answer articles
- Copy an existing evaluation or web survey form
- Customer Journeys tab in the Interactions View
- Canned responses source code/HTML editor
- Access to Queue Agent Details View by division membership
Integrations
- Introduction of OAuth 2.0 for custom SMTP integration
Deprecations and announcements
- Customer journey tab replacement
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Platform
- Single sign-on configuration enhancement
Contact Center
- Campaign performance views for agents
- Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
- Add Max No Input task to Architect bot actions
- Performance insights view
- Filter by evaluation form name
Integrations
- Nuance Mix integration support in Australia
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Contact Center
- External contacts Profile tab updates
- Import question and answer FAQs from URLs
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Platform
- Automatic inactivity timeout improvement
- Maximum voicemail recording length setting
Contact Center
- Introducing the Data Actions Performance views
- Introducing new Topic tab in agent, queue, and flow summary and detail views
- Extended voice transcription services support for Arabic and Hebrew right to left languages
- Topics and phrases support for Arabic right to left languages
- Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
- Data action in rule conditions for digital campaigns
- Notification message for conversation disconnect
Deprecations and announcements
- Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
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Communicate
- Built-in Genesys Cloud WebRTC diagnostics application improvements
Contact Center
- External contacts Profile tab updates
- Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
- Archive and unarchive learning modules
Integrations
- Automatic regionalization of endpoints for existing Google Cloud TTS and STTÂ integrations
- Custom voices support for the Google Cloud Text-to-Speech integration
Deprecations and announcements
- Static data actions for web service data actions integration removal
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Communicate
- Transcription for Communicate voicemails
- Active speaker indicators
Contact Center
- Additional voice transcription accuracy improvements for Spanish
- Approve time-off requests based on agent hire date
- Evaluation source in evaluation cards
- Enhanced pagination control in analytics workspace views
- Queue Performance Summary chart view
- Metric values in views with duration statistics
- Transcription for Communicate voicemails
- Restricted access to details about predictive routing agents
- Delete a knowledge base
Deprecations and announcements
- Deprecation of select filters in Analytics API in Predictive Engagement
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Contact Center
- Topic spotting improvement
- Extend after call work (ACW) timeout settings to digital channels
- Agent requested after call work (ACW) option
- After call work (ACW) analytics for callbacks improvement
- Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
- Genesys natural language understanding (NLU) improvements
Integrations
- Genesys AppFoundry improvements
Deprecations and announcements
- Static data actions for web service data actions integration
- Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation
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Collaborate
- Set time to return to previous status after users disconnect and reconnect
Communicate
- US and Canada numbers available for Genesys Cloud Voice EMEA Regions
Contact center
- Introducing Genesys Cloud Background Assistant for screen recording with the web app
- Introducing regional storage for call recordings
- SSML support in Genesys Dialog Engine Bot Flows
- New Search endpoint
- New variables and improvements for scripts
- Improved do not contact (DNC) list functionality to support custom values
- Communicate call classification update
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