Genesys Cloud Archive

Account management

• View all groups permission

Data, analytics, and reporting

• United Kingdom Genesys Cloud SMS users
• Interaction categories for interaction analysis

Customer engagement

• File attachments via supported content profile
• Queue segmentation of canned responses
• Re-use SMTP connections in outbound email

Self service and automation

• Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard

Workforce engagement

• Supervisor WEM dashboard

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Customer engagement

• Auto-answer functionality for agents in preview campaigns
• Dynamic edge resource utilization for automated outbound dialing

Data, analytics, and reporting

• Improved interval granularity for ad-hoc exports
• Edit and rerun scheduled exports
• Export panel enhancements

Employee productivity

• Genesys Agent Assist summarization Spanish support (preview)
• Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Self service and automation

• Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
• Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
• BYOC Cloud TLS X.509 certificates
• Architect data tables user interface updates

Workforce engagement

• Insights visual charting for supervisors

Deprecations

• Deprecation: BYOC Premises Edge Remote Survivability
• Deprecation: Active screen recordings UI

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Customer engagement

• View and edit imported data via the user interface in the Contact List editor
• Dynamic outcome targeting in Predictive Engagement action maps

Self service and automation

• Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

Deprecation

• Deprecation: Adobe data actions integration removal

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• 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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