Genesys Cloud Archive

List of the latest Genesys Cloud release notes.

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

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

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

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

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Quick replies, cards, and carousels for open messaging

Employee productivity

Multi contextual panels

Data, analytics, and reporting

Track and manage billing for Supervisor Copilot AI features
Improved event list organization for enhanced journey building
Event card editing and visualization in journey canvas

Open platform

Multi-org campaign management in CX Cloud from Genesys and Salesforce

Self service and automation

Enhanced recognition failure handling in Architect digital bot flows
BYOC Cloud TLS X.509 certificates

Workforce engagement

Shift trades across weeks within schedule to improve agent flexibility
Find Agent Search field in gamification profiles

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Instagram support for external contacts identity resolution

Employee productivity

Multi contextual panels

Data, analytics, and reporting

Average Speed of Answer in Agent Performance views

Open platform

Synchronize ServiceNow cases with Genesys Cloud work items

Workforce engagement

AI scoring support for consult transfers

Customer engagement

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

Employee productivity

Multi contextual panels
Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot

Account management

Automatic role assignment for reactivated users

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

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

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

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

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

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.