Genesys Cloud Archive

Contact center

• Introducing Agent Assist in select regions
• Use Architect system and user prompts in Genesys Dialog Engine Bot Flows
• Workforce management shifts and shift history management enhancements
• Update ACD and language skills on an interaction in a queue with Routing API

Deprecations

• Workforce management time-off requests for non-consecutive days deprecation

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Contact center

• Limited PII masking in Performance views and exports
• Access to agent management across divisions
• Manually assign interactions across queues
• Polish programs, topics, and phrases support

Deprecations

• API endpoint change for supported topic spotting dialects

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Collaborate

• Collaborate chat improvement

Communicate

• Customize caller ID information with prioritized caller selection

Contact center

• Create workforce management schedules without a forecast
• Workforce management schedule validation error severity enhancement
• Simplified recording and quality policy configuration
• Evaluation summary in agent activity view

Integrations

• Automatic log out of single sign-on provider

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Contact center

• Redesigned roster in agent interaction UI
• Performance views for Predictive Engagement action maps, segments, and outcomes
• Set skills and interaction priority in Architect in-queue flows
• Audit log viewer for workforce management time-off requests and shift trades

Integrations

• Delete data actions support

Deprecations

• Architect Get Journey Sessions by Customer action removal

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Contact center

• Access control enhancement for call recording segments

Deprecations

• Workforce management adherence permission change

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Communicate

• EMEA numbers available for Genesys Cloud Voice US and Canada

Integrations

• Introducing the Amazon EventBridge integration
• Introducing the Nuance Mix integration for voice and digital flows

Deprecations

• Agent interaction UI collapse/expand control removal
• Horizontal script panel in agent interaction UI removal
• Workforce management historical data import service JSON format endpoint deprecation

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Communicate

• Telephony terminology changes

Contact center

• Send custom attributes with web messages
• Agentless Notification API enhancement for SMS and open messaging
• Analytics Detail Events for the EventBridge integration
• Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

Integrations

• Salesforce Omni-Channel chat routing in Genesys Cloud

Platform

• CX as Code

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Contact center

• Voice interaction coaching and monitoring
• Data actions as a voice campaign pre-call or post-call rule action
• Automatic bot responses
• Assign flow outcome within divisions
• Sentiment score metric added to Transcripts Aggregate API
• Polish voice transcription support

Deprecations

• Workforce management adherence permission change
• API endpoint change for supported topic spotting dialects

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Contact center

• Quick replies for WhatsApp messaging
• Custom gamification profiles
• Workforce Engagement Management add on subscription expansion of functionality and billing change

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Contact center

• Time-off enhancements for workforce management
• Ensemble model and Theta method for workforce management automatic best method forecasting
• Additional columns and filter in Queues Performance views
• Additional recording and evaluation filters and columns in Interactions view
• Development Aggregate API for development and feedback modules
• Additional French sentiment analysis support
• Screen recording download permission

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Contact center

• Bot Performance views
• Routing detail columns in Performance views
• Open messaging API enhancements

Integrations

• Add non-E.164 number to Other Phone field for collaboration integrations

Deprecations

• Recording Service API metadata endpoint annotation deprecation

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Contact center

• Monitor ongoing value of predictive routing
• Sentiment analysis columns in Performance views
• Additional development and feedback modules for agents

Deprecations

• Collaborate call functionality on mobile devices deprecation

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Communicate

• BYOC Cloud TLS X.509 certificate renewal

Contact center

• Acoustic analysis information for voice interactions in the Details tab
• Ability to provide feedback to sentiment analysis
• Audience size estimator for action maps in Predictive Engagement

Deprecations

• Max Calls replacement for BYOC Cloud trunks
• Collaborate call functionality on mobile devices deprecation postponement

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Contact center

• Architect flow outcome functionality in Genesys Dialog Engine Bot Flows
• Fair use voice transcription charges

Platform

• Cape Town Africa satellite region deployment

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