Genesys Cloud Archive

Customer engagement

• Open messaging typing indicators

Data, analytics, and reporting

• Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

• Architect workflow trigger automation
• Introducing Genesys Cloud CX Accelerators

Self service and automation

• Support center name change
• Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
• Introducing the Architect Optimizations dashboard
• Architect flow outcomes and milestones user interface updates

Workforce engagement

• Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

View details

Customer engagement

• Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
• Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support

Data, analytics, and reporting

• WebRTC Media Helper in Analytics

Self service and automation

• Architect zoom enhancement and legacy user interface toggle removal

Workforce engagement

• WEM activity views in Genesys Cloud for Salesforce embedded client
• Telephony administrator user interface updates

Deprecations and announcements

• Search Audits APIs deprecation postponement

View details

Customer engagement

• Conditional group routing as the timeout routing method for preferred agent routing
• Require the WebRTC Media Helper
• Custom music for agent-initiated hold duration
• End interactions automatically when agents logoff
• Improved media handling for outbound message attachments

Data, analytics, and reporting

• Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
• Introducing the Genesys Cloud Analytics Add-on (A3S)
• Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

• Genesys Cloud for Chrome extension update
• Calling party ID in p-asserted identity SIP header
• Yealink headsets support

Self service and automation

• Additional formatting for knowledge workbench v2 articles
• Test digital bot flows in real time
• Intent health in Architect bot flows and digital bot flows

Workforce engagement

• Quality evaluation scores now available as a gamification metric

Deprecations and announcements

• US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
• Arrow Electronics partnership and end of preconfigured edge appliances program
• Deprecation: CX digital agent workspace (digital desktop only)
• Japanese translation of “idle” inconsistency

View details

Data, analytics, and reporting

• Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese
• Real-time agent filtering and agent updates

Self service and automation

• Nuance Mix integration support in Canada
• JSON variables and states in Architect bot flows and digital bot flows

View details

Contact center

• Additional voice transcription accuracy improvements for Japanese
• Sensitive Data Masking for voice interactions
• Additional CX 1 Digital Add-On II capabilities
• Co-browse for web messaging read-only fields and buttons
• Dashboards summary page enhancements
• Dashboard management for administrators
• Knowledge follow-up tasks in bot flows and digital bot flows

Integrations

• Amazon LexV2 integration available in the FedRAMP region

Deprecations and announcements

• Search Audits view deprecation
• BYOC Cloud TLS X.509 certificate renewal
• Certificate Authority change for Microsoft Teams integration
• Release Notes category improvements

View details

Contact center

• Force stop button in digital campaign management

Integrations

• Limitation for JSON objects depth in data action service

Platform

• Trigger inclusion in Genesys Cloud CX 1 license

View details

Contact center

• Updated WhatsApp pricing structure
• Copy and share interaction transcripts
• Web messaging inbound custom attribute size limit requests
• SMS short code number in France
• Improved workload balancing in predictive routing

Integrations

• Two score-setting options for ranking waiting interactions

Platform

• PCI DSS recertification
• Genesys Cloud WhatsApp Embedded signup self-service onboarding
• Subscribe to events from the Operational Console

Deprecations and announcements

• Deprecation: Outbound Search Audits view
• Mandatory SMS US and Canada registration

View details

Contact center

• Agent evaluation details export generation for multiple agent
• Workforce management business unit and service goal template impact override settings
• Increased limits for workforce management dimensions
• Topic miner Spanish language support

View details

Communicate

• Polycom Zero Touch Provisioning
• Specify a Canadian address as a remote emergency address

Contact center

• Collaborate chat quick access for recent chat messages
• Real-time Interactions data export

Integrations

• Sentiment analysis in Google Cloud Dialogflow CX integrations

Platform

• Suppress call recordings during IVR flow and in-queue segments

View details

Contact center

• Architect user interface refresh
• Configure new conditional group routing method
• Touchpoint variations for knowledge workbench articles

Platform

• Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

View details

Contact center

• Extended voice transcription services support for additional English dialects and German Switzerland
• Improved native voice transcription accuracy for specific English dialects
• Trigger Process Automation from any Evaluation State Change
• Assign a permission to grant a role to a user by division

Deprecations and announcements

• Deprecation of legacy Dialog Engine postponement

View details

Contact center

• Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

• Deprecation: CX digital agent workspace

View details