Genesys Cloud Archive

Contact center

• Analyze feedback from the knowledge workbench
• Hyperlinks in knowledge base articles
• Typing indicators available for Messenger Transport Mobile SDK
• Arabic voice transcription support

Deprecations

• Genesys Cloud SSO certificate expiry
• CIDR IP address range for cloud media services expansion

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Contact center

• Single customer view powered by identity resolution available in all regions
• Introducing Genesys Enhanced Text-to-Speech integration
• Shift trading on iOS and Android devices
• Secure bot flows in Architect
• Audit log viewer for action maps
• Agent Locale Scripter variable for agent’s chosen language
• Sentiment feedback, content search, and Interactions view icon updates

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Contact center

Platform

• API Explorer refresh
• Updated Genesys Knowledge Network

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Contact center

• Cards for bot conversations
• Carousels for bot conversations
• Manually assign waiting interactions
• Routing metrics added to Queue Agent Detail and Agents Queues Detail views
• Interactions views fax column and filter
• Microsoft Azure Cognitive Services text-to-speech (TTS) integration

Platform

• Improved user activity indicators
• Genesys Cloud subscription name updates

Deprecations

• API default profile change for gamification metrics postponement

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Contact center

• Single customer view powered by identity resolution available in select regions
• Predictive Engagement outcome value configuration and reporting
• Extended voice transcription services
• Agent status widget improvements
• Web messaging image copy and paste
• Extend Bot Connecter PostUtterance response timeout

Platform

• Process automation triggers

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Collaborate

• Video chat participant notifications

Contact center

• Introducing the Knowledge Performance dashboard
• My Interactions view for agents
• Genesys Messenger conversation auto-start
• Audience size estimator for action maps in Predictive Engagement
• Test regular expression slot types before implementation
• Nuance Mix integration in Architect secure flows
• Amazon Lex V2 bots in Architect secure flows
• Google Cloud Dialogflow CX bots in Architect secure flows
• Nuance TTS integration in Architect secure flows
• Genesys Enhanced TTS in Architect secure flows
• 988 Suicide Hotline number plan available with Genesys Cloud Voice
• Genesys Messenger support for Portuguese
• Intent miner French language support

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Communicate

• BYOC Cloud TLS X.509 certificate renewal

Contact center

• Queue administration user interface improvements
• Detected Topics gamification metric
• Set Content Template action type added to digital rules for outbound digital campaigns

Platform

• Google Fonts API usage change for GDPR compliance

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Communicate

• Genesys Cloud WebRTC diagnostics app improvements

Contact center

• Genesys Digital Bot Flows
• SMS message delivery status
• Reset agent personal bests in gamification
• Genesys Dialog Engine Bot Flows support for Portuguese
• Improved voice transcription accuracy for Dutch

Integrations

• Cross-region export option for AWS S3 recording bulk actions integration

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Contact center

• Introducing knowledge workbench version 2
• Optimize the knowledge base
• Introducing support center
• Knowledge workbench version 2, knowledge optimizer, and support center language search support
• Interaction data retention time improvement

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Contact center

• List variables for agent script designers
• Web messaging typing indicators setting

Deprecations

• Windows 7 support for the desktop app deprecation
• Website visitor count API change

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Contact center

• Copy a development and feedback module
• Genesys Beyond module enhancements
• Configure setting to reduce latency of transcripts sent through Notifications API
• Messenger Transport Mobile SDK
• Use self-managed AWS Key Management Service for conversation data encryption

Platform

• South America (São Paulo) region deployment

Deprecations

• Microsoft Edge Legacy browser support deprecation
• Website visitor count API change

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Contact center

• Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
• Custom payload for Google Cloud Dialogflow speech models
• Analyze predictive routing decisions
• Dynamic contact list sorting during a running campaign

Platform

• Improved phone number validation in Directory profiles

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Communicate

• BYOC Cloud TLS X.509 certificate renewal

Contact center

• Genesys Dialog Engine Bot Flow Insights and Optimizations menu

Integrations

• Introducing Genesys Cloud for Microsoft Teams

Platform

• Windows 11 support for the desktop app

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Contact center

• Skill expression groups available in select regions
• Pre-contact and post-contact rule sets for outbound digital campaigns
• System Dispositions condition type added to call rules for outbound dialing campaigns
• Cover art for development and feedback modules
• Query historical adherence data via GET request for workforce management

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Collaborate

• Genesys Cloud video chat setting improvements

Communicate

• Introducing BYOC Premises Customer Hardware Solution
• Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

• Topic trends summary and detail views
• Agent ACD skills and language proficiency routing improvement
• Improved default program list in speech and text analytics settings
• Japanese voice transcription support

Deprecations

• Website visitor count API change

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Contact center

• Introducing contact center work teams
• Predictive routing queue detail report
• External metrics for performance scorecards
• Topics and sentiment metrics consolidation
• Amazon Lex integration in Canada (Central) AWS region

Integrations

• SMTP server integration email error notifications to agents

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Platform

• Automatically log out inactive users

Communicate

• Introducing Global Media Fabric
• LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
• New Poly CCX supported phones

Contact center

• Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
• Improved module assignment workflow
• Adjust wrap-up codes and notes using the API

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