Genesys Cloud Archive

List of the latest Genesys Cloud release notes.

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

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

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

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

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

Customer engagement

Improved Messenger UI color contrast patterns

Self service and automation

Mute suggestions and hide intent health for Architect bot flows and digital bot flows

Employee productivity

Genesys Agent Assist on the CX platform for voice

Self service and automation

Category and subcategory navigation in the knowledge portal

Deprecations and announcements

CIDR IP address range for cloud media services expansion
Native LINE third-party messaging channel deprecation
Mandatory SMS Registration Deadline: Toll Free Numbers

Customer engagement

Add media to an Outbound SMS campaign
Architect voice flow access to inbound headers on BYOC Cloud calls

Data, analytics and reporting

Evaluator value update based on submission
Create in-app toast notification alert rule
Analytics Performance views accessibility improvements

Workforce engagement

Quality evaluation revision enablement for rescores
Quality management evaluations assignment
View time-off balances from an external HR system on Genesys Tempo
Dispute completed quality management evaluations

Account management

Division-aware configuration objects default to all divisions
Assign divisions to secondary statuses
User settings page displays the last login date and time

Customer engagement

GCV outbound fraud protection

Data, analytics and reporting

New speech and text analytics permissions
Agent empathy analysis API for English transcripts
New analytics dashboard metrics
Messenger co-browse toolbar improvements
Remove agents who deselect their phone from the queue

Employee productivity

Agent target selection interface and workflow improvements

Workforce engagement

Assign division specific secondary status codes for agents

Account management

The User Settings page displays the last login date and time
Regional Genesys location as default directory location
iRAP protected compliance assessment

Customer engagement

Allow end-user participants to clear web messaging conversations

Data, analytics and reporting

Trigger alerts based on the number of agents currently in queue

Self service and automation

Architect knowledge configuration improvements
Internal article references as hyperlinks in other knowledge articles

Deprecations and announcements

Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
Search Audits APIs deprecation
Deprecation: Removal of Utilize Load Based permission

Data, analytics and reporting

Improved native voice transcription accuracy for specific French dialects
Improved native voice transcription accuracy for specific Spanish dialects

Open platform

Ringtone selection for call alerts

Self service and automation

Centralized import and export for knowledge workbench V2
Preview knowledge workbench V2 articles
Advanced filtering and customizable columns for knowledge bases

Deprecations and announcements

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

Customer engagement

Improved call analysis response performance
Bring Your Own (BYO) SMS in Genesys Cloud

Data, analytics, and reporting

Out-Of-The-Box (OOTB) process updates
Manually add words to the dictionary backend

Self service and automation

Knowledge optimizer unanswered queries improvements

Deprecations and announcements

Legacy alerting system deprecation postponement

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.