Genesys Cloud - Account management category
List of the Genesys Cloud release notes that include Account management updates.
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Non-default content profile support for SMS
Employee productivity
- Multi contextual panels
- Improved accessibility in Tempo
- View possible shifts in the Genesys Tempo mobile app
- Notes panel improvements
- Wrap Up panel usability improvements
Account management
- Introducing the Genesys Cloud CX 4 license
Data, analytics, and reporting
- On demand voice and digital transcript translation
- AI-generated interaction transcript summaries
- English voice transcript sensitive data masking improvements
Open platform
- Script support in the CX Cloud from Genesys and Salesforce integration
Workforce engagement
- AI scoring in evaluation forms
- Daily value configuration in service goal templates
Deprecation
- Deprecation: BYOC Cloud TLS Ciphers:
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
Employee productivity
- Multi contextual panels
- Notes panel improvements
- Wrap Up panel usability improvements
- Agent Copilot support for Arabic, Hindi, Italian, Korean, Portuguese, Swedish, and German Switzerland
- Agent Copilot Dictionary Management
- Display external contact names in call history and voicemail inbox
- Enable message pinning in Collaborate chat
Account management
- User settings page displays the last login date and time
- Voice transcription combined offer
- Simplified license usage logic
Data, analytics, and reporting
- Native voice transcription support for Hebrew
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Configure max calls per agent with decimal precision
- Recurring outbound campaign schedules
- Script support for workitems
Account management
- Customize inactivity timeout settings
Data, analytics, and reporting
- Topic miner Swiss German language support
- Improved attribute lists view for Journey Management events
- Configure performance dashboard widgets with work team and reports-to filters
- Filter customer journey data using numbers
Employee productivity
- Enhanced email input fields
Self service and automation
- Portuguese language support in Architect
Workforce engagement
- Workforce management historical data import improvement
- Assign coaching without workforce management scheduling
- Workforce management activity codes for coaching and learning
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- External contacts profile panel refresh
- Interactive WhatsApp templates with images and dynamic call-to-action buttons
- Automatic time zone mapping support for Genesys Cloud and Salesforce Integration
Account management
- Login banner added to Genesys Cloud login screen
Workforce engagement
- Automate and streamline workforce management time-off requests for published schedules
Deprecations and announcements
- Deprecation: Legacy ACD web chat (version 1)
- Deprecation: Legacy co-browse and screenshare
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
Account management
- Control scripts access based on division membership
Data, analytics, and reporting
- Native voice transcription support for Swiss German
- Improved native voice transcription accuracy for Spanish
Employee productivity
- Voicemail push notifications in Communicate mobile app
Open platform
- CX Cloud from Genesys and Salesforce language support
- Supporting links for operational event details
Self service and automation
- Track and optimize flow size with enhanced insights
Workforce engagement
- Improved workforce management schedule editor agent filter and sort
- Workforce management weekly staffing requirements with ABM forecasts
- Improved deferred workload prediction algorithm
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Authenticated messaging enabled for Mobile Messenger
- View Mobile Journey Tracking for enhanced agent insights
- Web messaging Hungarian, Ukrainian, and Vietnamese support
Account management
- Audit Viewer granular detail of role changes
Customer Engagement
- Additional speech-to-text (STT) options for Architect bot flows
Employee productivity
- Preview active emails in queue and parked emails
- Collaborate chat hyperlink ability
Open platform
- Outbound campaign management support in CX Cloud from Genesys and Salesforce
Self service and automation
- Capture slot values via LLMs with Genesys Virtual Agent
- Generative knowledge article answers with Genesys Virtual Agent
Workforce engagement
- Workforce management activity smoothing and schedule variability
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Enable UUI retrieval from outbound call responses
Account management
- Genesys Cloud self-certifies for the EU-U.S. Data Privacy Framework
Data, analytics, and reporting
- Journey Management filter and display options
Employee productivity
- Improved agent messaging interface
- Keyboard support for DTMF input in embedded framework
Deprecations
- Deprecation: Supervisor for iPad app
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Active callback columns for performance views
Account management
- Simplified customer firewall requirements
Data, analytics, and reporting
- Notification API voice transcription number normalcy for Portuguese and Spanish languages
Employee productivity
- Agent Copilot support for Dutch, French, German, Japanese, and Spanish languages
- Multi contextual panels
Self service and automation
- Introducing Genesys Cloud Virtual Agent
- Drag and drop in Architect builders
- Content based search for knowledge articles
Workforce engagement
- Workforce management read-only continuous forecasting
- Configurable time-to-live (TTL) for auto-generated recording URLs
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Voice surveys after customer interactions
Data, analytics, and reporting
- Journey flows tab in Architect for outbound call, inbound email and message flows
Open platform
- Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations
Self service and automation
- Disable automatic hinting in Architect bot flows
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Automatic time zone mapping support for European organizations
- Rule conditions and advanced capabilities for campaign rules
- Identifier claim management for external contacts
Account management
- Telephone resource limits in Admin UI
Data, analytics, and reporting
- Interactive charts for journey analysis
Employee productivity
- Supervisor access to voicemail metrics
Workforce engagement
- Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
- Manually assign work plans with future effective dates
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Metrics for improved workitem volume forecasting
- IMAP integration for inbound email
Account management
- Improved Genesys Cloud storage cost calculator
Data, analytics, and reporting
- Content Search lookback for words and phrases extended to 60 days
- Flow insights overlay for flow performance analysis
Employee productivity
- Disable WebRTC audio and alert notifications in the embedded client
- Preferred device profiles
- Improved summarization readability and efficiency for agents
Open platform
- Guided setup experience for CX Cloud installation
Self service and automation
- Architect Get Participant Data and Set Participant Data in voice and digital bot flows
Workforce engagement
- Enhanced agent and supervisor activity overview screen
- Workforce management notifications for process automation triggers
- Workforce management Business Unit/Management Unit and Time Zone placement in views
Deprecations
- Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
- Deprecation: Google Agent Assist for Genesys Cloud
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Notification topic for outbound message delivery failures
- Customer-first callback option
- Step-up authentication during web messaging sessions
Account management
- Genesys Cloud Unified License for Virtual Network Operators for India region
Data, analytics, and reporting
- Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support
Employee productivity
- Poly/HP Edge E Series managed phones available in Genesys Cloud
Self service and automation
- Resize images and tables in knowledge workbench articles
