Genesys Cloud Archive

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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Data, Analytics & Reporting

• Acoustic metrics added to transcript aggregates
• Open interactions in a new Analytics workspace tab
• English voice transcript sensitive data masking improvements

Employee productivity

• Introducing metrics and reporting for Genesys Agent Assist

Open platform

• Leveraging Digicert as the certificate authority in the mTLS process

Deprecations and announcements

• Deprecation: Pointillist Community

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Account management

• Control wrap-up code access within divisions

Customer engagement

• Outbound dialing contact list builder
• Mobile customer journey tracking
• Improved call analysis response performance
• Mobile app event orchestration

Data, analytics and reporting

• Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
• Extended voice transcription services support for Afrikaans, Czech, Greek, Hungarian, Malay, Russian, Slovak, Vietnamese, and Zulu

Open platform

• CX Cloud from Genesys and Salesforce integration

Self service and automation

• Knowledge workbench V2 Japanese language support

Workforce engagement

• Improved Automatic Best Method (ABM) forecasting accuracy
• Average Talk Time gamification metric
• Learning modules with rich text format
• Supervisor insights improvements

Deprecations and announcements

• Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication
• Deprecation: Genesys Cloud SSO certificate expiry

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Account management

• Change password set/reset workflow
• Password policy minimum requirements

Customer engagement

• Increased support for non-E.164 format phone numbers in Single Customer View
• In-queue and scheduled callback automation
• Perform a benefit assessment before predictive routing free trial activation

Data, analytics and reporting

• Topic miner French language support
• Mine for new trending topics in email interactions
• Sentiment Analytics data in Agent/Queue/Flow Topic views
• Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Workforce engagement

• Screen recording available in Genesys Cloud CX 1 license

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Customer engagement

• Messenger support for Estonian, Latvian, and Lithuanian
• External contact management user interface refresh

Data, analytics and reporting

• Improved voice transcription accuracy for Portuguese (pt-PT and pt-BR)
• Agent, Queue, and Flow topics summary view enhancements

Employee productivity

• Improved Collaborate for iOS search experience
• Real-time monitoring for web messaging channels

Self service and automation

• Sort and filter intents and utterances in Architect bot flows and digital bot flows

Workforce engagement

• Bulk archive recordings through recording bulk action API

Deprecations and announcements

• Deprecation: Native LINE third-party messaging channel

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Data, analytics and reporting

• Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
• Content search enhancements

Open platform

• Genesys Cloud Voice in Brazil

Self service and automation

• Category and subcategory navigation in the knowledge portal
• Header background and category icon images in the knowledge portal

Workforce engagement

• Routing > Schedules is now Routing > Operating Schedules
• Agent connected duration, maximum evaluations per agent, and customized sampling criteria in agent evaluations

Deprecations and announcements

• Deprecation: Canned reports

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