Genesys Cloud Archive

• Improved Genesys Cloud announcements

Customer engagement

• Canned Responses user interface enhancements

Data, analytics, and reporting

• Introducing Architect Journey Flows for bot and digital bot flows
• Analytics API enhanced capabilities
• Real time alerts for out of adherence status
• Analytics views column picker improvements

Workforce engagement

• Manage Active Screen Recordings

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Data, analytics, and reporting

• Enhanced toast, email, or SMS notification alerts
• Enhanced alerts management
• Improved native voice transcription accuracy for Korean dialect

Employee productivity

• Genesys Agent Assist summarization moved to the ACW pane
• Push notifications on Collaborate for Android regardless of presence or status

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
• Control knowledge behavior from start to finish in Architect digital bot flows
• Evaluate schedule groups in Architect bots and digital bots before ACD transfer

Deprecations and announcements

• Deprecation postponement: Legacy alerting system

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Account management

• Web surveys in Genesys Cloud EX

Data, analytics, and reporting

• Analytics data masking options
• Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages
• Improved sentiment analysis for French and Spanish languages
• Speech analytics in Genesys Cloud EX
• Agent empathy analysis

Employee productivity

• Agent desktop email user interface enhancements
• Headset call control buttons in embedded clients

Deprecations and announcements

• Deprecation: Legacy historical adherence query route
• Deprecation: Native LINE third-party messaging channel

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Customer engagement

• Architect post-call actions in voice calls
• Improved agent utilization for digital transfers
• Introducing Work Automation in select regions

Data, analytics, and reporting

• Dynamic time zone settings in workspaces and views

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Customer engagement

• Outbound WhatsApp message on behalf of a queue
• File attachments via supported content profile

Data, analytics, and reporting

• Edit and rerun scheduled exports
• Export panel enhancements
• Improved native voice transcription accuracy for Spanish dialects

Employee productivity

• Push notifications on Collaborate for iOS regardless of presence or status

Self service and automation

• Introducing the Nuance Recognizer as a Service integration
• Improved flow size indicator in Architect
• Introducing the Audio Connector integration

Deprecations and announcements

• Deprecation: Mobile Messenger SDK for React Native apps
• Deprecation: Native X (formerly Twitter) third-party direct messaging channel

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Account management

• Operational console to monitor and view operational events

Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese dialects

Customer engagement

• Enhanced search capability within skill expression groups

Workforce engagement

• Leaderboard view disabled for organizations with disabled gamification
• Change forecast associated with a schedule
• Recording bulk action API improvement for aged recording management

Deprecations and announcements

• Deprecation postponement: Legacy alerting system

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Employee productivity

• Conversation summarization with Genesys Agent Assist for Voice
• Agent dashboard email component update

Open platform

• Audit Viewer alternate search parameters support

Workforce engagement

• Inbound and outbound filter for gamification metrics

Deprecations and announcements

• Deprecation postponement: Active screen recordings UI

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Customer engagement

• Outbound digital campaigns event triggers for post-contact interactions
• Enable and disable email threading

Deprecations and announcements

• Deprecation: Canned reports
• Deprecation: Legacy alerting system

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Workforce engagement

• Automated time-off approval for grouped agents

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support

Employee productivity

• Genesys Agent Assist knowledge article feedback
• Public APIs for Collaborate chat room management and chat messages
• Remove users from Collaborate chat rooms

Data, analytics, and reporting

• Improved native voice transcription accuracy for Italian

Customer engagement

• Skills-based dialing for Preview and Progressive campaigns
• Configure labels to manage interactions
• Genesys Cloud Voice in Italy
• Refreshed Predictive Engagement user interface

Deprecations and announcements

• Deprecation: Outbound Search Audits view
• Deprecation: Native X (formerly Twitter) third-party direct messaging channel

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