Genesys Cloud Archive

List of the latest Genesys Cloud release notes.

Customer engagement

Open messaging typing indicators

Data, analytics, and reporting

Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

Architect workflow trigger automation
Introducing Genesys Cloud CX Accelerators

Self service and automation

Support center name change
Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
Introducing the Architect Optimizations dashboard
Architect flow outcomes and milestones user interface updates

Workforce engagement

Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

Deprecation: Canned reports

Customer engagement

Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support

Data, analytics, and reporting

WebRTC Media Helper in Analytics

Self service and automation

Architect zoom enhancement and legacy user interface toggle removal

Workforce engagement

WEM activity views in Genesys Cloud for Salesforce embedded client
Telephony administrator user interface updates

Deprecations and announcements

Search Audits APIs deprecation postponement

Customer engagement

Conditional group routing as the timeout routing method for preferred agent routing
Require the WebRTC Media Helper
Custom music for agent-initiated hold duration
End interactions automatically when agents logoff
Improved media handling for outbound message attachments

Data, analytics, and reporting

Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
Introducing the Genesys Cloud Analytics Add-on (A3S)
Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

Genesys Cloud for Chrome extension update
Calling party ID in p-asserted identity SIP header
Yealink headsets support

Self service and automation

Additional formatting for knowledge workbench v2 articles
Test digital bot flows in real time
Intent health in Architect bot flows and digital bot flows

Workforce engagement

Quality evaluation scores now available as a gamification metric

Deprecations and announcements

US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
Arrow Electronics partnership and end of preconfigured edge appliances program
Deprecation: CX digital agent workspace (digital desktop only)
Japanese translation of “idle” inconsistency

Data, analytics, and reporting

Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese
Real-time agent filtering and agent updates

Self service and automation

Nuance Mix integration support in Canada
JSON variables and states in Architect bot flows and digital bot flows

Contact center

Additional voice transcription accuracy improvements for Japanese
Sensitive Data Masking for voice interactions
Additional CX 1 Digital Add-On II capabilities
Co-browse for web messaging read-only fields and buttons
Dashboards summary page enhancements
Dashboard management for administrators
Knowledge follow-up tasks in bot flows and digital bot flows

Integrations

Amazon LexV2 integration available in the FedRAMP region

Deprecations and announcements

Search Audits view deprecation
BYOC Cloud TLS X.509 certificate renewal
Certificate Authority change for Microsoft Teams integration
Release Notes category improvements

Contact center

Force stop button in digital campaign management

Integrations

Limitation for JSON objects depth in data action service

Platform

Trigger inclusion in Genesys Cloud CX 1 license

Contact center

Updated WhatsApp pricing structure
Copy and share interaction transcripts
Web messaging inbound custom attribute size limit requests
SMS short code number in France
Improved workload balancing in predictive routing

Integrations

Two score-setting options for ranking waiting interactions

Platform

PCI DSS recertification
Genesys Cloud WhatsApp Embedded signup self-service onboarding
Subscribe to events from the Operational Console

Deprecations and announcements

Deprecation: Outbound Search Audits view
Mandatory SMS US and Canada registration

Contact center

Agent evaluation details export generation for multiple agent
Workforce management business unit and service goal template impact override settings
Increased limits for workforce management dimensions
Topic miner Spanish language support

Communicate

Polycom Zero Touch Provisioning
Specify a Canadian address as a remote emergency address

Contact center

Collaborate chat quick access for recent chat messages
Real-time Interactions data export

Integrations

Sentiment analysis in Google Cloud Dialogflow CX integrations

Platform

Suppress call recordings during IVR flow and in-queue segments

Contact center

Architect user interface refresh
Configure new conditional group routing method
Touchpoint variations for knowledge workbench articles

Platform

Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

Contact center

Extended voice transcription services support for additional English dialects and German Switzerland
Improved native voice transcription accuracy for specific English dialects
Trigger Process Automation from any Evaluation State Change
Assign a permission to grant a role to a user by division

Deprecations and announcements

Deprecation of legacy Dialog Engine postponement

Contact center

Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

Deprecation: CX digital agent workspace

Contact center

Authenticated web messaging for verified users
Auto answer for digital interactions on queues

Deprecations and announcements

LiveNow permission change
CIDR IP address range for cloud media services expansion

Communicate

BYOC Cloud TLS X.509 certificate renewal

Contact center

Drill down to dashboard performance views
Real time alerting based on agent’s after call work duration
Improved dashboard create and edit options
Show or hide top viewed articles in Support Center
Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

Platform

Resource Center improvements
Telephony Extensions now support Divisions

Deprecations and announcements

Legacy alerting system deprecation
External Contact directory pages external organization logo removal

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

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.