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

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

Account management

Counted limits monitoring and alerts
WebRTC Media Helper enabled by default with allowed IP addresses feature
Custom inbound data filtering rules for digital channels

Customer engagement

Prerequisites in expandable section of Resource Center articles
Park email interactions

Data, analytics, and reporting

Dashboard Owners page
Increase quality management topic limit to 5000 on request
Journey management with Funnel analysis

Open platform

Enhanced security with HIPAA compliant inactivity timeout

Self service and automation

Genesys Cloud voice controlled attestation for outbound calls

Workforce engagement

Screen recording playback UI modernization
Improved customer sentiment and agent empathy analysis for English dialects

Data, analytics, and reporting

Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support

Customer engagement

Skills-based dialing in power and predictive outbound campaigns
Work Automation performance views enhancements
Granular campaign control permissions
Interaction routing based on predictive scores

Self service and automation

Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
Flexible text-to-speech (TTS) engine selection in Architect flows

Account management

Hourly interacting users billing option

Customer engagement

Highlight markdown support in web messaging
Outbound open messaging on behalf of a queue

Data, analytics, and reporting

Improved native voice transcription accuracy for Portuguese
Introducing digital performance monitoring views

Employee productivity

Genesys Agent Assist available for Japanese language

Self service and automation

Select multiple segments in knowledge article variations
Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
Introducing Architect Replay Mode
Advanced Architect execution data capabilities for all flows

Workforce engagement

Improved navigation between published schedules in the workforce management schedule editor
Genesys Cloud Workforce Management work plan bidding

Account management

Simplified customer firewall requirements

Customer engagement

Enhanced message delivery status in messenger widget

Employee productivity

Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
Insights app for iOS
Direct voicemail non-ACD call transfer for enhanced call management

Open platform

Enhanced AudioHook Monitor configuration and migration process

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU), and Swedish language support

Workforce engagement

SCORM 1.2 learning standard conformance
Learning module improvements

Deprecations

Deprecation: ACD Web Chat 2.0 (Rest API)
Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication

Account management

Enhanced ACD Skills and Languages menu

Data, analytics, and reporting

Email notifications for expiring and expired scheduled exports
Introducing Architect Journey Flows for inbound and secure call flows

Open platform

Genesys Cloud Voice currencies and inbound list pricing regional availability
Poly VVX hostname format

Self service and automation

Enhanced AudioHook Monitor configuration and migration process

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support

Deprecations

Deprecation postponement: Legacy alerting system

Account management

View all groups permission

Data, analytics, and reporting

United Kingdom Genesys Cloud SMS users
Interaction categories for interaction analysis

Customer engagement

File attachments via supported content profile
Queue segmentation of canned responses
Re-use SMTP connections in outbound email

Self service and automation

Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard

Workforce engagement

Supervisor WEM dashboard

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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.