Genesys Cloud - Account management category

List of the Genesys Cloud release notes that include Account management updates.

Account management

Web application firewall for public connections

Customer engagement

Workitem appearance configuration
Access audit events for external contacts via audit API
Outbound dialing additional rule conditions system disposition codes
File attachment support via URL for Architect digital bot flows
Introducing rule-based decisions

Data, analytics, and reporting

Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
Journey management Knowledge and Virtual Agent events

Open platform

Unified Experience from Genesys and ServiceNow Agent Copilot support
Genesys Cloud Voice in Japan, Seoul, and Osaka regions

Workforce engagement

Workforce Management (WFM) support for ACD routed workitems

Employee productivity

Multi contextual panels
Agent script enhancements
Alert volume while on call setting available in main application

Account management

SSO integrations management via SAML Metadata files
Updated Genesys branding on login pages
OAuth Client secret now viewable only at creation or upon new secret request

Data, analytics, and reporting

Journey Management now displays estimated analysis completion time via in-app notifications
Column reordering within column picker in Analytics Performance views

Self service and automation

Transfer options for Architect voice and digital bot flows

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal
Deprecation: Pointillist

Employee productivity

Multi contextual panels

Customer engagement

Configurable outbound routes now available for customer first callbacks

Self service and automation

Knowledge workbench V2 accessibility improvements
Introducing Virtual Agent performance dashboard
New metrics for Architect bot and digital bot flows in the Optimization dashboard
Enhanced AI-powered slots for virtual agents

Workforce engagement

Unlimited archived recording restorations

Deprecations

Deprecation: Update a user’s presence without permission restrictions
Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

Employee productivity

Multi contextual panels
Call forwarding enhancements with group search functionality

Account management

Audit SAML authentications
Increased SSO integrations allowance per identity provider

Customer engagement

Messenger individual application provisioning and configuration redesign
WhatsApp’s per message pricing update

Workforce engagement

Policy-based station-side call recording
Evaluation data access via consolidated reporting views
Extended workforce management time-off submission window and management unit fixed date settings

Deprecations

Deprecation: Removal of Webhooks integration for chat notification

Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

Multi contextual panels
Customizable summaries in AI Studio

Account management

Enhanced groups profile configuration

Customer engagement

Sort contacts by priority in skills-based dialing for progressive campaigns
Sort contacts by priority for skills-based dialing in Preview campaigns
Workitems List View filter enhancements
Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

Improved readability of native voice transcription in Spanish language transcripts
Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

New Genesys Cloud Voice phone number inventory report
Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
Genesys Cloud Virtual Agent language support for Italian
Introducing Guides in AI Studio
Introducing AI Studio

Workforce engagement

Workforce management capacity planning

Deprecations

Deprecation: Mobile Messenger SDK localization files storage
Deprecation: BYOC Premises Edge Remote Survivability

Employee productivity

Multi contextual panels
Fax interface update

Customer engagement

Architect digital bot flow time picker support
Genesys Cloud Social support for Instagram
Web Messenger support for time slot picker
Retention of library selection in the Canned Responses Admin page
Updated pricing for social direct messages, SMS, and agentless outbound email
Enhanced email administration user interface

Data, analytics, and reporting

AI Insights at a glance
New digital response time and engagement metrics

Workforce engagement

Evaluate up to 50 interactions per agent daily with AI Scoring
Multiple answer selection in evaluation form questions

Deprecations

Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
Deprecation: Workforce management historical data delete job API endpoints

Employee productivity

Multi contextual panels
Agent Copilot summary API metrics and edited summaries

Customer engagement

Configurable X integration sizes and new entry size
Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

Enhanced Performance dashboards with real-time agent status counts by work team
AI insights about reasons for customer sentiment

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Email administration user interface enhancements
Retry configuration for unsuccessful customer first callbacks

Employee productivity

Multi contextual panels
Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot

Account management

Automatic role assignment for reactivated users

Self service and automation

Content-based search for non-English knowledge base articles
Architect help panel

Workforce engagement

Enable audio selection with screen recordings in playback

Deprecations

Deprecation: Analytics Transcripts Query Endpoint API

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Next Contact Avoidance (NCA) in predictive routing

Employee productivity

Multi contextual panels
Agent Copilot configuration experience improvements

Account management

Division assignment for external contacts and external organizations

Data, analytics, and reporting

Save static interaction lists in Content Search
Dedicated API endpoints for schema metadata retrieval

Open platform

Phone book support in the Omni-Channel widget for CX Cloud
Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia
Configurable timeout for data actions

Workforce engagement

Enable audio selection with screen recordings in playback

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Introducing outbound WhatsApp campaigns support

Employee productivity

Multi contextual panels
Conversation details for agents
Prevent agents from staying on queue without a selected station

Account management

Attribute-based access control

Data, analytics, and reporting

View average sentiment score across performance views
Retrieve Estimated Wait Time (EWT) by label
Analytics agent activity API filter and sort agents based on conversation activity
Agent Timeline Detail view

Open platform

Sync external email interaction data in Genesys Cloud EX
Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia

Workforce engagement

Add or remove individuals from automatic development and feedback modules assignment
Gamification Contests

Self service and automation

Query jobs API typeId as a primary filter and increased filter limits

Deprecations

Deprecation: Amazon Lex V1 bot integration

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

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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.