Genesys Cloud Archive

Data, analytics, and reporting

• Sentiment and agent empathy analysis support for Arabic, Korean, and Portuguese languages

Customer engagement

• Co-browse supports multiple iframes
• Maximum number of calls per agent set at the campaign level
• Genesys Digital Bot Flow support for mobile apps

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Self service and automation

• Improved utterance confusion resolution in Architect bot flows and digital bot flows

Data, analytics, and reporting

• Improved native voice transcription accuracy for German

Customer engagement

• Specify queue in scheduled callbacks
• Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
• ACD conferences
• Predictive engagement new and replaced operators

Deprecations and announcements

• Scheduled hybrid organization migrations

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Customer engagement

• Web messaging support in MEC1 (UAE) region
• Digital channels participant information update

Self service and automation

• Knowledge portal refreshed article search results

Employee productivity

• Submit feedback in Genesys Tempo

Data, analytics, and reporting

• Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
• Notification API voice transcription number normalcy for English languages
• Improved native voice transcription accuracy for French languages
• Improved sentiment analysis for English languages

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Customer engagement

• Enhanced pacing control in dialing campaigns
• Co-browse for voice via Messenger
• Deploy Messenger without web messaging
• Messenger JavaScript SDK toaster plugin
• Enhanced external contacts data access control for agents

Data, analytics, and reporting

• Improved native voice transcription accuracy for Spanish

Self service and automation

• Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

• APIs to integrate external learning modules

Deprecations and announcements

• Deprecation: Adobe data actions integration removal
• Deprecation: Pointillist Community

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Account management

• API for platform limit event alert

Customer engagement

• Message routing admin page user interface enhancements
• Improved on-demand Messenger launcher visibility
• Active Total Callback column in Performance views
• WhatsApp monthly recurring charge removal

Data, analytics and reporting

• Improved native voice transcription accuracy for Dutch
• Topic miner queue selection increase

Resource center

• Genesys Cloud release notes enhancements

Self service and automation

• Export utterance history data from Architect bot flows and digital bot flows
• Intent miner Portuguese language support

Deprecations and announcements

• Deprecation: Legacy historical adherence query route

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Customer engagement

• Transfer APIs and associated permissions
• Client Credential Flow (CCF) authentication support for SMTP integrations
• Support for multiple external email participants

Data, analytics, and reporting

• Architect Flow Insights toggle for bot and digital bot flows
• Improved accuracy of Irish street names in English native voice transcription

Open platform

• Update agent preferred name via public API
• Asia Pacific satellite region deployment

Self service and automation

• Search for a knowledge base article by ID in Architect

Workforce engagement

• Support for disputed evaluations on gamification metrics scorecards

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Data analytics and reporting

• Improved native voice transcription accuracy for Japanese

Employee productivity

• Enhancement of inactivity timeout in embedded clients

Open platform

• Osaka, UAE, and Zurich region deployments

Workforce engagement

• Suppress recording when a call is on hold

Deprecations and announcements

• Deprecation: Legacy ACD web chat
• Deprecation: Google Agent Assist for Genesys Cloud
• Deprecation: Legacy co-browse and screenshare

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Customer engagement

• Advanced input file pre-processing
• Additional file format support for contact lists

Open platform

• Portuguese language support

Self service and automation

• Historical execution data for Architect bot flows and digital bot flows

Workforce engagement

• Workforce management navigation menu grouping
• Staffing requirements and performance metrics in the Schedules screen

Deprecations and announcements

• Deprecation: Legacy alerting system

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Customer engagement

• Improved digital agent-to-agent transfer
• Increased number of outcomes limit

Data, analytics and reporting

• Sensitive data masking French and Italian language support
• View daily agent login and logout activity for multiple agents
• Enable/disable evaluation and survey data in Interactions and My Interactions views
• Analytics user interface enhancements
• Introducing external contacts and external organizations filters and columns in performance views

Self service and automation

• Architect data tables user interface updates
• Triggers UI improvements

Workforce engagement

• Change agent schedulable status from the Agents view
• Change daily values and distribution forecast modification type

Deprecations and announcements

• Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

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