Genesys Cloud Archive

Contact Center

• Topic spotting improvement
• Extend after call work (ACW) timeout settings to digital channels
• Agent requested after call work (ACW) option
• After call work (ACW) analytics for callbacks improvement
• Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
• Genesys natural language understanding (NLU) improvements

Integrations

• Genesys AppFoundry improvements

Deprecations and announcements

• Static data actions for web service data actions integration
• Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

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Collaborate

• Set time to return to previous status after users disconnect and reconnect

Communicate

• US and Canada numbers available for Genesys Cloud Voice EMEA Regions

Contact center

• Introducing Genesys Cloud Background Assistant for screen recording with the web app
• Introducing regional storage for call recordings
• SSML support in Genesys Dialog Engine Bot Flows
• New Search endpoint
• New variables and improvements for scripts
• Improved do not contact (DNC) list functionality to support custom values
• Communicate call classification update

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Contact center

• Introducing homescreen configuration for Messenger
• Knowledge articles in Messenger
• Agent Log-in Log-out report
• Status duration data for agents
• Analytics workspace improvements
• Delayed reaction triggers for process automation

Platform

• Hong Kong, Jakarta, and Paris satellite region deployment

Deprecations and announcements

• Mandatory US and Canada SMS/MMS registration
• Deprecation of select filters in Analytics API in Predictive Engagement postponement
• End of Analytics Conversation Detail Endpoint API query interval change allowlist
• CIDR IP address range for cloud media services expansion

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Communicate

• Require the WebRTC Media Helper
• WebHID technology for Jabra headsets re-enablement

Contact center

• Improved interval granularity for a specific time span during performance metrics exports
• Improved module scheduling
• Scorecard tab improvements in the agent activity view

Deprecations and announcements

• journeyCustomer cookie id from GDPR API subjects response deprecation
• Customer journey tab replacement
• Genesys legacy Dialog Engine deprecation
• Knowledge workbench V1 deprecation

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Contact center

• Status metrics for multiple queues on Performance Dashboards
• Support for capitalization and punctuation in native voice transcription for English transcripts
• Improved sentiment analysis for English
• Knowledge workbench Dutch language support

Deprecations and announcements

• CIDR IP address range for cloud media services expansion postponement
• Canned reports deprecation date updates

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Contact center

• Automatic knowledge surfacing with Genesys Agent Assist
• Cards and carousels in the CX digital agent workspace
• Images and email addresses as hyperlinks in knowledge base articles
• Jump to reusable tasks in Genesys Dialog Engine Bot Flows
• Encrypt and decrypt data in Architect flows
• Mine topics from messaging transcripts
• Intent miner German language support

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Contact center

• Participant names and avatars in Genesys Messenger
• Sentiment data in Topic Trends views

Platform

• Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

Deprecations and announcements

• Windows 8 and 8.1 support for the desktop app deprecation
• Identify Journey SDK method in Predictive Engagement deprecation
• API endpoint change for local key settings in recording service

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Collaborate

• Control access to the /giphy chat command

Contact center

• Callback outcomes metrics
• Evaluation Assistance
• Evaluation, survey, and assessment form builder enhancements
• Additional voice transcription accuracy improvements for Spanish

Platform

• Solutions, subscription plans, licensing, and pricing from the Resource Center home page

Deprecations and announcements

• Deprecation of select filters in Analytics API in Predictive Engagement

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Collaborate

• Video setting improvements

Contact center

• Introducing the Genesys Cloud EX license
• Online Agents count metric and Owned by Me filter for Performance Dashboards
• Multiple media type filter support in views and exports

Deprecations and announcements

• Identify Journey SDK method in Predictive Engagement deprecation
• OS Family attribute in Predictive Engagement
• CIDR IP address range for cloud media services expansion

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Contact center

• Specify a default panel for agent interactions
• Conversation autostart for mobile platforms
• Extended voice transcription services text decoration support
• Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
• Improved voice transcription accuracy for Japanese
• Historical adherence bulk request

Deprecations and announcements

• End of Analytics Conversation Detail Endpoint API query interval change allowlist

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Contact center

• Co-browse for web messaging
• Automatic email signatures in canned responses
• Enhanced canned responses editor options
• Rich media in knowledge base articles
• Genesys Cloud native text-to-speech (TTS) French and Spanish support

Integrations

• Introducing the Google Cloud Speech-to-Text (STT) integration
• Microsoft Teams integration enhancements

Platform

• Single sign-on configuration enhancements

Deprecations and announcements

• OS Family attribute in Predictive Engagement
• Windows 7 support for the desktop app deprecation
• Canned reports deprecation date updates
• CIDR IP address range for cloud media services expansion postponement

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Communicate

• WebHID technology for Jabra headsets
• Telephony administrator user interface updates

Contact center

• Genesys Agent Assist available in Genesys Cloud Embedded Clients
• Import and export knowledge base articles in additional formats
• No input timeout settings in Genesys Digital Bot Flows
• Call digital bot flows from Architect in-queue message flows
• Sentiment data in Agent Queue Detail and Queue Agent Detail views
• Topic spotting improvement
• Japanese programs, topics, and phrases support
• Usability improvements to messaging and email in the Transcript tab
• Genesys Cloud forecasting user interface updates

Deprecations and announcements

• Genesys Cloud SSO certificate expiry
• CIDR IP address range for cloud media services expansion

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Communicate

• Ringtone options for web and desktop apps

Contact center

• Predictive routing queue impact report
• Limited details for interactions older than 1.5 years available in all regions
• Auto search for callbacks and outbound campaign calls in the Profile panel
• Offset parameter added in recording bulk job API
• Do Not Contact list endpoints for record removal
• Genesys Messenger support for Hebrew
• Tempo icon in Genesys Cloud
• Workforce management time-off plan accessibility improvements
• Knowledge workbench V2 accessibility improvements

Deprecations and announcements

• Microsoft Edge Legacy browser support deprecation

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