Genesys Cloud Archive

List of the latest Genesys Cloud release notes.

Employee productivity

  • Multi contextual panels

Customer engagement

  • Configurable outbound routes now available for customer first callbacks

Self service and automation

  • Knowledge workbench V2 accessibility improvements
  • Introducing Virtual Agent performance dashboard
  • New metrics for Architect bot and digital bot flows in the Optimization dashboard
  • Enhanced AI-powered slots for virtual agents

Workforce engagement

  • Unlimited archived recording restorations

Deprecations

  • Deprecation: Update a user’s presence without permission restrictions
  • Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

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Employee productivity

  • Multi contextual panels
  • Improved Collaborate Chat read and unread message sync

Data, analytics, and reporting

  • Recover deleted dashboards from summary and owner pages
  • Flow Outcomes and Milestones now available in Journey Management

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Employee productivity

  • Multi contextual panels
  • Call forwarding enhancements with group search functionality

Account management

  • Audit SAML authentications
  • Increased SSO integrations allowance per identity provider

Customer engagement

  • Messenger individual application provisioning and configuration redesign
  • WhatsApp’s per message pricing update

Workforce engagement

  • Policy-based station-side call recording
  • Evaluation data access via consolidated reporting views
  • Extended workforce management time-off submission window and management unit fixed date settings

Deprecations

  • Deprecation: Removal of Webhooks integration for chat notification

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  • Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

  • Multi contextual panels
  • Customizable summaries in AI Studio

Account management

  • Enhanced groups profile configuration

Customer engagement

  • Sort contacts by priority in skills-based dialing for progressive campaigns
  • Sort contacts by priority for skills-based dialing in Preview campaigns
  • Workitems List View filter enhancements
  • Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

  • Improved readability of native voice transcription in Spanish language transcripts
  • Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

  • New Genesys Cloud Voice phone number inventory report
  • Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

  • Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
  • Genesys Cloud Virtual Agent language support for Italian
  • Introducing Guides in AI Studio
  • Introducing AI Studio

Workforce engagement

  • Workforce management capacity planning

Deprecations

  • Deprecation: Mobile Messenger SDK localization files storage
  • Deprecation: BYOC Premises Edge Remote Survivability

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Employee productivity

  • Multi contextual panels
  • Fax interface update

Customer engagement

  • Architect digital bot flow time picker support
  • Genesys Cloud Social support for Instagram
  • Web Messenger support for time slot picker
  • Retention of library selection in the Canned Responses Admin page
  • Updated pricing for social direct messages, SMS, and agentless outbound email
  • Enhanced email administration user interface

Data, analytics, and reporting

  • AI Insights at a glance
  • New digital response time and engagement metrics

Workforce engagement

  • Evaluate up to 50 interactions per agent daily with AI Scoring
  • Multiple answer selection in evaluation form questions

Deprecations

  • Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
  • Deprecation: Workforce management historical data delete job API endpoints

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Employee productivity

  • Multi contextual panels
  • Agent Copilot summary API metrics and edited summaries

Customer engagement

  • Configurable X integration sizes and new entry size
  • Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

  • Enhanced Performance dashboards with real-time agent status counts by work team
  • AI insights about reasons for customer sentiment

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Employee productivity

  • Multi contextual panels
  • Genesys Agent Copilot and Genesys Virtual Agent Turkish language support

Customer engagement

  • Mobile Messenger SDK content profile support 
  • Time-based conditions in call rule sets
  • Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance 

Data, analytics, and reporting

  • Program and Detected Category filters and columns in Content Search view

Open platform

  • Script selection from in the Workitem Panel in Panel Manager
  • CX Cloud from Genesys and Salesforce integration non-WebRTC phone support

Workforce engagement

  • Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

  • Deprecation: ACD Web Chat 2.0 (Rest API)
  • Deprecation: Agent Assist AI Experience tokens provisioning
  • Deprecation: Predictive Engagement support for ACD Web Chat 2.0

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Employee productivity

  • Multi contextual panels
  • New email send permissions control

Customer engagement

  • Sort by priority in skills-based dialing for Preview campaigns
  • Send and receive media through X (formerly Twitter) channel

Data, analytics, and reporting

  • Group Ring column and filter in Interaction views

Open platform

  • Wrap-up code integration between Genesys Cloud and ServiceNow
  • On Demand log capture for agents

Workforce engagement

  • Export agent summary data as PDF or CSV

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Employee productivity

  • Multi contextual panels
  • Configure chat message editing time limits

Customer engagement

  • Genesys Cloud Open Messaging supports custom social network connectors
  • Character counter in canned responses editor

Data, analytics, and reporting

  • View phrase usage in Topic Editor

Self service and automation

  • Introducing the Webhook for Events integration

Deprecations

  • Deprecation: Agent Assist AI Experience tokens provisioning

View details