Genesys Cloud - Customer engagement category

List of the Genesys Cloud release notes that include Customer engagement updates.

Customer engagement

API for phone numbers update in scheduled callbacks
Inbound messaging channel routing support in Apple Messages for Business
Authentication support in Apple Messages for Business
External Contacts identity resolution support for Apple Messages for Business
Architect digital bot flows and Apple Messages for Business support

Data, analytics, and reporting

Custom calculations in performance views
AI summaries for the agent side of a conversation

Employee productivity

Auto-assign Agent Copilot to licensed queue members

Open platform

Audio Connector integration in Architect secure call flows

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

Customer engagement

Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

Category aggregate data in analytics metrics
Trigger process automation based on topics, sentiment, or empathy

Employee productivity

Links to Genesys Cloud group chat room video sessions

Workforce engagement

Configure GCBA with Microsoft Edge native messaging

Deprecations

Deprecation: agent assistance

Employee productivity

Multi contextual panels
Call history enhancements for group calls

Customer engagement

Support for mobile push notifications for unread message alerts
Assign segments to external contacts for up to 30 Days
Append outbound campaign performance statistics to the Campaign Performance view
Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
Authenticated session duration for secure mobile sign-ins

Data, analytics, and reporting

Interaction category creation support for Korean and Japanese languages
Programs, topics, and phrases support for Korean and Japanese languages

Open platform

Unified Experience ServiceNow ITSM support
Configure alerts for Operational Console events

Workforce engagement

Schedule coaching and learning sessions with greater flexibility

Employee productivity

Multi contextual panels
Segment filtering suppression on knowledge articles for Agent Copilot
Improved Collaborate chat read and unread message sync

Customer engagement

Increased DTMF input limit in Architect flows
Outbound division-aware campaign schedules
WhatsApp outbound campaigns pre- and post-contact triggers
Outbound power and predictive campaigns sort by priority in skills-based dialing

Data, analytics, and reporting

Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

Workforce management shift trades external activities support

Employee productivity

Multi contextual panels
Customizable summaries in AI Studio

Customer engagement

WhatsApp outbound campaign schedules
Profile panel support for workitems
Conditional group activation based on real-time metrics

Data, analytics, and reporting

Improved native voice transcription for English

Open platform

CX Cloud from Genesys and Salesforce support for agent initiated after call work
Microsoft Dynamics 365 data actions integration new credential type

Self service and automation

Enhanced knowledge suggestions in Genesys Agent Copilot

Deprecations

Deprecation: Removal of Webhooks integration for chat notification

Employee productivity

Multi contextual panels
Enable focus mode for agent apps
Improved Collaborate chat read and unread message sync
Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian

Customer engagement

Access and promote external contacts directly in Architect
Internal article linking within the knowledge base

Data, analytics, and reporting

Search transcript content up to 90 days back
Improved native voice transcription readability for Portuguese
Exclude existing topics and phrases from topic mining
Manage expiring and expired exports in the scheduled exports view

Self service and automation

Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German

Workforce engagement

Set limits on shift types and weekend work in schedules
Increased number of AI-scored questions allowed in evaluation forms

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

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Solution

Company

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.