List of the Genesys Cloud release notes that include Account management updates.
February 7, 2024

Account management

  • API for platform limit event alert

Customer engagement

  • Message routing admin page user interface enhancements
  • Improved on-demand Messenger launcher visibility
  • Active Total Callback column in Performance views
  • WhatsApp monthly recurring charge removal

Data, analytics and reporting

  • Improved native voice transcription accuracy for Dutch
  • Topic miner queue selection increase

Resource center

  • Genesys Cloud release notes enhancements

Self service and automation

  • Export utterance history data from Architect bot flows and digital bot flows
  • Intent miner Portuguese language support

Deprecations and announcements

  • Deprecation: Legacy historical adherence query route

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December 13, 2023

Account management

  • Control wrap-up code access within divisions

Customer engagement

  • Outbound dialing contact list builder
  • Mobile customer journey tracking
  • Improved call analysis response performance
  • Mobile app event orchestration

Data, analytics and reporting

  • Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
  • Extended voice transcription services support for Afrikaans, Czech, Greek, Hungarian, Malay, Russian, Slovak, Vietnamese, and Zulu

Open platform

  • CX Cloud from Genesys and Salesforce integration

Self service and automation

  • Knowledge workbench V2 Japanese language support (early preview)

Workforce engagement

  • Improved Automatic Best Method (ABM) forecasting accuracy
  • Average Talk Time gamification metric
  • Learning modules with rich text format
  • Supervisor insights improvements

Deprecations and announcements

  • Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication
  • Deprecation: Genesys Cloud SSO certificate expiry

View details

December 6, 2023

Account management

  • Change password set/reset workflow
  • Password policy minimum requirements

Customer engagement

  • Increased support for non-E.164 format phone numbers in Single Customer View
  • In-queue and scheduled callback automation
  • Perform a benefit assessment before predictive routing free trial activation

Data, analytics and reporting

  • Topic miner French language support
  • Mine for new trending topics in email interactions
  • Sentiment Analytics data in Agent/Queue/Flow Topic views
  • Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Workforce engagement

  • Screen recording available in Genesys Cloud CX 1 license

View details

November 29, 2023

Customer engagement

  • Messenger support for Estonian, Latvian, and Lithuanian
  • External contact management user interface refresh

Data, analytics and reporting

  • Improved voice transcription accuracy for Portuguese (pt-PT and pt-BR)
  • Agent, Queue, and Flow topics summary view enhancements

Employee productivity

  • Improved Collaborate for iOS search experience
  • Real-time monitoring for web messaging channels

Self service and automation

  • Sort and filter intents and utterances in Architect bot flows and digital bot flows

Workforce engagement

  • Bulk archive recordings through recording bulk action API

Deprecations and announcements

  • Deprecation: Native LINE third-party messaging channel

View details

October 18, 2023

Account management

  • Division-aware configuration objects default to all divisions
  • Assign divisions to secondary statuses
  • User settings page displays the last login date and time

Customer engagement

  • GCV outbound fraud protection

Data, analytics and reporting

  • New speech and text analytics permissions
  • Agent empathy analysis API for English transcripts
  • New analytics dashboard metrics
  • Messenger co-browse toolbar improvements
  • Remove agents who deselect their phone from the queue

Employee productivity

  • Agent target selection interface and workflow improvements

Workforce engagement

  • Assign division specific secondary status codes for agents

View details

October 11, 2023

Account management

  • The User Settings page displays the last login date and time
  • Regional Genesys location as default directory location
  • iRAP protected compliance assessment

Customer engagement

  • Allow end-user participants to clear web messaging conversations

Data, analytics and reporting

  • Trigger alerts based on the number of agents currently in queue

Self service and automation

  • Architect knowledge configuration improvements
  • Internal article references as hyperlinks in other knowledge articles

Deprecations and announcements

  • Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
  • Search Audits APIs deprecation
  • Deprecation: Removal of Utilize Load Based permission

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October 4, 2023

Data, analytics and reporting

  • Improved native voice transcription accuracy for specific French dialects
  • Improved native voice transcription accuracy for specific Spanish dialects

Open platform

  • Ringtone selection for call alerts

Self service and automation

  • Centralized import and export for knowledge workbench V2
  • Preview knowledge workbench V2 articles
  • Advanced filtering and customizable columns for knowledge bases

Deprecations and announcements

  • Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

View details