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
  • 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

View details

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

View details

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

View details

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:

View details

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

View details

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

View details

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

View details

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

View details

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

View details

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

View details

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

View details

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