Genesys Cloud - Account management category

Account management

• Operational console to monitor and view operational events

Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese dialects

Customer engagement

• Enhanced search capability within skill expression groups

Workforce engagement

• Leaderboard view disabled for organizations with disabled gamification
• Change forecast associated with a schedule
• Recording bulk action API improvement for aged recording management

Deprecations and announcements

• Deprecation postponement: Legacy alerting system

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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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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

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

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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

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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

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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

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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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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

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